Enhancing service delivery through digital transformation in the public sector in South Africa

Abstract

Purpose This study aims to explore how service delivery can be enhanced through digital transformation in the public sector in South Africa. Design/methodology/approach This case study used a qualitative research approach to obtain data through semi-structured interviews. The units of analysis were made up of individual professionals limited to purposive sampling to select chief information officers, investigators and administrative officers from national government departments and state-owned enterprises. The collected data from 12 participants was thematically analysed. The findings revealed that the government lacks legislation and strategy for digital transformation, leading to inconsistent implementation of digital transformation that enhances service delivery in the public sector of South Africa. Findings The findings revealed that the government lacks legislation and strategy for digital transformation, leading to inconsistent implementation of digital transformation that enhances service delivery in the public sector of South Africa. Research limitations/implications The study was limited to the public sector of South Africa; however, its recommendations are applicable to all organisations that need to provide their services using digital transformation. Practical implications Practically, the implications of this study will serve as a resourceful benchmark for the public sector and other organisations. Social implications Socially, the implications of this study ensure proper implementation of its recommendations to enhance service delivery in the public sector and other organisations. Originality/value Regarding the value that this study brings, it proposes an amendment of the current legislative framework in favour of one that covers digital transformation, which has become dominant in today’s enhanced provision of service delivery.