An exploration into the consumption of e-Government services and information by digital citizens in Cape Town

Abstract

The aim of this explorative research study was to gain more insights into the perception that the usage of e-government service and information could be improved upon. There will always be a need for ongoing improvements in the e-government services and information environment, given the potential value proposition it affords for service delivery to citizens. This research study aimed to identify user-based insights from digital citizens in Cape Town about their consumption of e-government services and information. The basis for this research was qualitative. The goal was to investigate insights such as, familiarity with basic details, settings and concerns, a picture of the current situation and generate new ideas. The data collection method utilised for this study comprised of an online survey and face-to-face interviews. It was found that digital citizens in Cape Town were eager to consume e-government services and information, if the holistic service delivery environment conditions associated with it, was optimal. It also emerged that more could be done by government to create awareness of these online offerings. The meaningful findings emerging from this study can assist government with improving its e-government service offerings, implying enhanced service delivery to citizens and potential reductions in perceived ‘red tape’.