The impact of digital innovation on municipal service delivery: a case of Thulamela Local Municipality, Limpopo Province

Abstract

The world has reached an era of digital ubiquity where public institutions are required to embrace the use of computers and the latest operating machines and adopting innovative methods to improve municipal service delivery. The study seeks to examine the impact of digital innovation on municipal service delivery in the Thulamela Local Municipality, Limpopo Province. Digital innovation is concerned with using modern technologies or developing new strategies to improve municipal services by municipalities. South Africa is characterized by continued challenges such as service delivery backlogs that result in protests and social unrests. The new digital age has brought an opportunity to change and influence effectiveness on public institutions especially, local municipalities. The use of technology and new approaches affect the duties of institutions, forcing them to work smarter instead of working hard. This approach would improve the productivity of the local sphere of government and raises the value of the services provided to communities. The study adopted a qualitative approach to understand the impact of digital innovation on municipal service delivery. The researcher used qualitative research method as well as descriptive research design as an approach to solve the research question. In addition, interviews were used as data collection methods. A sample was taken from the employees of Thulamela Local Municipality as the focus group of this study. The researcher adopted a non-probability purposive method to select the sample subjects. Thematic analysis was utilized to analyse data, discussed in a narrative form. The researcher adhered to the ethical conduct of research.