This chapter has the objective of defining a practical framework to define an ISSP for government entities to enhance public service delivery in the digital era. However, before it defines this framework, the chapter addresses a number of important and fundamental concepts. The chapter starts by addressing the confusion of terminology by providing an unambiguous explanation regarding the differences between various terms, such as information technology (IT), information systems (IS), and information communications technology (ICT), amongst others. The chapter then focuses on specifically identifying the end user and examining the role of the end user by relating the discussion to the research of the previous chapters regarding the ICT strategy-centric aspects. The chapter concludes with a practical ISSP framework that aims to provide enhanced public service delivery in the digital era.
Chapter 11 is the final chapter within Section 2 and specifically addresses the issue of defining and formulating the information systems strategic plan (ISSP) for public service delivery in the digital era. This chapter commences by discussing the key objectives of an ISSP and through this discussion links the lessons learnt through the research findings from Chapter 3. The chapter also examines the IS and IT strategic planning process and identifies the inputs for defining the ISSP. Basically, this chapter links the findings from the previous chapters to the ISSP input mechanism. Once this is completed, the chapter provides a step-by-step description for defining and formulating the ISSP document that is supported by examples.
This chapter discusses emerging issues and technologies, such as ethical responsibilities in a changing technological environment, the use of analytics and artificial intelligence, the evolution of communications technology, and the growth of block chain and mobile apps technology. Mobile apps technology is a very exciting development because the nature of the applications is very personal and target specific customer needs, hence gradually resolving the issue of explicitly knowing the customer and meeting its personal needs through the concept of personas. This chapter provides numerous examples of how the various technological developments can be specifically implemented to enhance public service delivery in the digital era. In this context, Chapter 12 has two important implications, namely the impact of the technology trends to revolutionise public service delivery on the operations of government entities and users of government services in the future.
The focus of this chapter is on various concepts that need to be carefully considered when defining an information systems strategic plan (ISSP) for enhancing public service delivery in the digital era. The first concept discussed is the critical success factors framework. This framework ensures that the ISSP strategic objectives are aligned with the corporate strategic objectives. The aim is to identify those critical success factors that ensure the successful implementation of the ISSP and to determine whether these factors are being achieved in the implementation process. Secondly, the chapter will consider the general implementation philosophy, including the IS application acquisition methods and the key IS features. This ensures the implementation of value for money IS applications. The third concept considered is related to the justification methods for undertaking IS applications. Finally, the chapter will discuss a number of ICT planning issues that may be applicable to the public sector.
Chapter 4 is the final chapter in Section 1. It elaborates further on the principles discussed in the three previous chapters. It outlines a number of strategic objectives in the quest for change. The chapter discusses a suggested multi-centricity model that is based upon the five centric pillars mentioned throughout the first four chapters. This multi-centricity model prescribes a number of fundamental principles that should be considered in formulating government ICT strategies. This chapter also examines the latest technology trends to achieve IT-enabled services that are viewed as key to immediate economic development. It also examines the internet of things and communication trends that are seen as the door to the future for public service delivery and a fast way forward for future innovation. The chapter concludes by cautioning governments that failing to make the transition to the new digital environment will likely see them experience significant negative consequences.
This chapter traces the evolution of reinventing government of the 1990s to public service delivery in the digital era. It illustrates that public service delivery in the digital era is a means of addressing a long-standing reform agenda not only to increase efficiency but also to influence the way decisions are made. It shows how technology has become a formidable enabler for networked governance bringing together concepts of privatization, public-private partnership, and contracting as a workable solution to many of the government large applications systems concerns, thus making possible the virtual state. This has enabled the citizen to participate in the agenda setting of government. However, the digital era poses important civil liberty concerns related to citizen identification and identity management amongst other privacy related issues. The focus is the need for management to seek a continuous process of using technology to transform their entity into one that truly places the customer as the centre of attention for achieving a customer-oriented environment.
This chapter continues the path through the ISSP framework by considering the IT needs of government entities. The chapter discusses the evolution of eGovernment and mGovernment and presents research findings regarding the website evaluation of 40 countries using the Inland Revenue and Social Security governmental websites as the research basis. The website evaluation utilized an instrument developed by Cumbrowski that consists of eight dimensions. The research also examined the relationship between these website ratings and other variables extracted from reports provided by the International Telecommunication Union, World Economic Forum, and United Nations Development Programme. The chapter also examines the trends that are at the forefront of IT developments. The chapter concludes by applying various models to show how a government entity may determine its IT needs. The above are discussed in the context of how to improve public service delivery in the digital era, with numerous examples to support this discussion.
This study examines the influence of knowledge management (KM) practices on public service delivery by municipalities in the Eastern Cape province of South Africa. The study sought to determine the factors that have triggered the implementation of KM practices; the effectiveness of KM practices towards public service delivery; and the extent to which KM practices have influenced public service delivery by municipalities in the Eastern Cape province of South Africa. Both quantitative and qualitative methods were employed in this study. Quantitative data were collected through a survey questionnaire administered to a sample of 202 employees at the Raymond Mhlaba Municipality in the Eastern Cape. Qualitative data were collected through observations and interviews of 2 senior managers. The data collected gave a response rate of 72 per cent. The quantitative and qualitative data were analysed descriptively and presented verbatim respectively. The results indicated that the internal and external factors included in this study have contributed to the implementation of KM practices in the municipality. Furthermore, the effective use of KM practices has increased the organisational KM initiative, as well as the provision of services such as electricity, education, transport, and social services by the municipality. The study recommends the establishment of KM awareness and the establishment of an integrated system that will assist in effective knowledge sharing, retention and acquisition across municipalities in the Eastern Cape.