Evaluating the feasibility of using a super app to enhance service delivery in South Africa

Abstract

The rapid advancement of digital technology presents opportunities for governments to streamline service delivery through integrated mobile applications. This study evaluates the feasibility of implementing a government super app in South Africa by assessing three key factors: User Adoption Potential, Infrastructural Readiness, and Regulatory Environment. Using a quantitative research approach, data were collected through structured surveys and analysed using descriptive statistics, correlation analysis, and regression modelling. The findings reveal that User Adoption Potential and Infrastructural Readiness have a strong positive correlation with Service Delivery Enhancement, indicating that user willingness and robust digital infrastructure are critical enablers of super app feasibility. While the Regulatory Environment also influences adoption, its impact is moderate compared to the other two factors. The study highlights the need for targeted digital literacy programs, affordable mobile data solutions, and regulatory clarity to ensure successful implementation. This research contributes to the digital transformation discourse by providing insights into the role of super apps in improving public service accessibility. The findings underscore the importance of public-private collaboration, government policy adaptation, and infrastructure investment to enhance digital service adoption in South Africa. The study concludes that while a government super app is feasible, its success depends on addressing regulatory concerns, ensuring digital inclusivity, and fostering user trust.