Citizen perceptions of digital transformation in local municipalities: The case of South Africa

Abstract

Background: Local municipalities are vital in providing residents, businesses and other stakeholders services. Adopting disruptive digital technologies like predictive analytics, social media analytics, intelligent chatbots, the Internet of Everything and self-serving kiosks in local municipalities promises citizens better and more efficient service. These technologies have the potential to eliminate operational silos and bureaucracy, resulting in cost savings and offering 24/7 service accessibility. However, citizen perceptions of the digital transformation agenda influence disruptive technology adoption in South Africa and deserve further scrutiny.

Objectives: The study examined the effect of facilitating conditions, effort expectancy, price value, perceived privacy, perceived risk, perceived trust and optimism bias on citizens’ behavioural intention to adopt and use disruptive technologies in accessing local municipality services.

Method: Underpinned by a quantitative research design and a deductive approach, data were collected from 288 citizens in local municipalities in South Africa to establish the model fit of the proposed model using structural equation modelling.

Results: Effort expectancy, facilitating conditions, price value, perceived privacy, perceived risk and perceived trust positively influenced citizens’ intention to adopt e-government in local municipalities in South Africa. Meanwhile, optimism bias and intention to use positively influenced use behaviour in e-government. The structural equation model results confirmed the model’s fit. All eight hypotheses were confirmed.

Conclusion: The results of this research offer guidance to policymakers and implementers involved in digital transformation in local government on factors affecting citizens’ intention to adopt e-government.

Contribution: The study significantly contributes to digital transformation discourse in local government.