A human capital perspective of digital business and service delivery in Johannesburg

Abstract

The digitalisation of processes and services has grown popular as a result of the fourth industrial revolution. Digital businesses have successfully demonstrated that technology can offer strategic value, inspiring global governments to improve the quality of services offered to the public through digitalisation. The integration of digital technology into the service delivery strategy of the City of Johannesburg remains a subject with limited understanding. This qualitative study explored the level of integration of digital technologies in the delivery of public services by conducting six semi-structured interviews with the middle managers within the city. The collected data were thematically analysed by applying a dynamic capabilities framework with a focus on human capital. It was determined that the level of integration is still in its infancy, owing to the decentralised nature of the organisation. It was further determined that the human capital within the city is adequate to improve the level of integration of digital technology with the service delivery strategy from infancy to an advanced state, provided that there is organisational support for the middle managers.