Faculty of Commerce, Law and Management (ETDs)

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    The Complexities of Digitising Public Services in the City of Ekurhuleni
    (University of the Witwatersrand, Johannesburg, 2024) Ngele, Sixolisiwe Solethu; Ndlovu, Hlengiwe
    This thesis is premised on the argument that while digital solutions in public service delivery offer significant potential for efficiency and accessibility, they also risk deepening existing divides if not carefully and inclusively implemented. The study examines the complex interplay of service delivery, governance, and community engagement within the Ekurhuleni Metropolitan Municipality, situated in the Gauteng Province of South Africa. Through a comparative lens, it juxtaposes the lived experiences of residents in Thokoza hostels with those in the affluent suburb of Bedfordview, this thesis aims to illuminate the nuanced dynamics at play when digital public services intersect with diverse socio-economic disparities. The central argument posits that while digital solutions in public service delivery offer significant potential for efficiency and accessibility, they also risk deepening existing divides if not carefully and inclusively implemented. Grounded in the historical context of Ekurhuleni, where hostels originally served as temporary dwellings for migrant labourers during apartheid, this study sheds light on the enduring struggle for dignity and improved living conditions among predominantly black residents. Employing a qualitative research methodology, the study draws evidence from 12 in- depth interviews and 6 focus group discussions across diverse groups, including hostels and suburban residents, municipal officials, and local leaders, to comprehensively capture their experiences and perceptions regarding the digitalisation of service delivery and governance. The research draws upon theoretical frameworks of governance, service delivery, and spatial inequality, particularly rooted in the literature of post-apartheid urban studies. The findings unearth a stark contrast in the delivery of basic services and governance structures between Thokoza and Bedfordview. In Thokoza, residents grapple with dilapidated infrastructure, unaddressed service delivery grievances, and a palpable sense of municipal neglect, leading to the emergence of community-driven solutions such as ‘ukubhatala ngaphakathi’ (internal community funding for repairs). Conversely, Bedfordview residents enjoy relatively swift municipal responses and robust digital engagement, underscoring a digital divide that further entrenches existing disparities. Notably, the digital gap is epitomised by the My COE App, a municipal digital initiative aimed at streamlining service delivery reporting, which inadvertently side lines residents in Thokoza due to limited digital access and literacy. The contribution of the study lies in its illumination of apartheid’s enduring spatial and socio-economic legacies on contemporary urban governance and service delivery, cautioning against the exclusionary impacts of technological advancements on marginalised populations.
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    Investigating the digital divide in South Africa as it relates to financial services
    (University of the Witwatersrand, Johannesburg, 2024) Khumalo, Anna; Totowa, Jacques
    This study’s aim falls on investigating the digital divide in South Africa. Grounded on the principles and assumptions of positivism, the study adopted the quantitative research approach to investigate the issue. Thus, a structured questionnaire was used to gather data from 211 South Africans: employed, unemployed, students, elderly, and disabled individuals. SPSS version 25 was used to analyze the data and both inferential and descriptive statistical analyses were performed. The results, therefore, revealed that South Africans generally possessed a strong grasp of digital skills, such as using mobile apps, installing mobile apps, completing online applications, and finding information online. However, some South Africans concerns regarding confidence in using banking apps or internet banking and the user-friendliness of banking services. Regarding, transaction monitoring, show positive experiences with daily banking transactions and investment growth, but there are mixed perceptions regarding banking products, monthly bills, electricity, lotto, and airtime transactions, proof of payments and statements, and product exploration and financial education. Drawing on these results, the study provided recommendations in three main categories: improving access and availability, enhancing user confidence and security, and promoting digital inclusion and innovation. These recommendations include enhancing banking infrastructure in underserved areas, reducing transaction costs and fees, strengthening data protection measures, improving user interfaces and experiences, providing financial education, fostering partnerships and collaborations, offering tailored solutions for different user segments, and launching public awareness campaigns. Implementing these recommendations can help bridge the digital divide, promote financial inclusion, and ensure a positive user experience with digital financial services in South Africa