ICT Adoption and Improving Service Delivery within the Municipalities of the North-West Province, South Africa

Abstract

The advent of Information Communication Technologies (ICTs) has brought rapid communication transformation from analogue to digital. The digital divide poses a greater threat towards community service and rural development, with the government failing to provide effective and efficient communication strategies for service delivery to rural communities. The study found that the North-West province needs to communicate more adequately with its communities, failing to achieve its objective towards its rural communities. Thus individuals within the development communication process are agents of change, not just recipients of a development initiative but active participants and contributors of knowledge and information. Theoretically, the study pegged on, Information Communication Technologies for Development (ICT4D) which refers to “theories of Change”, not only implying the designation of technologies and diffusion but a multifaceted, dynamic, and contentious socio-economic and technological process. This study employed qualitative techniques and purposive sampling to gather data, through interviews and questionnaires, for both communication directors and community members. Thematic analysis was employed to reach the conclusion of the study. The study recommends that the use of smartphones and M-technology in all provincial departments would enhance their service deliveries and that the introduction of digital platforms such as the North-West Service Delivery App and the introduction of Personal Digital Assistants (PDAs) are essential for effective and efficient socio-economic and technological development of the rural communities within the province. The study will provide insight and add to the current discourse on the importance of ICT adoption for rural development. Keywords: M-Technology, E-Governance, Economic Openness, Municipalities, Rural Development, Artificial Intelligence