Assessing the Role of ICT Infrastructure in Enhancing EGovernance for Effective Service Delivery in Thulamela Local Municipality

Abstract

This study aims to assess the role of ICT infrastructure in enabling or hindering effective e-governance within Thulamela Local Municipality. It also seeks to propose practical, context-specific solutions to improve ICT infrastructure and support the successful implementation of e-governance initiatives. Despite the growing global emphasis on digital transformation in public administration, Thulamela Local Municipality continues to face significant challenges in implementing and accessing e-governance services. A mixed-methods approach was adopted, combining quantitative surveys with qualitative interviews and focus group discussions to ensure a comprehensive understanding of the technical, administrative, and social dimensions of ICT-related challenges. The study reveals how inadequate ICT infrastructure limits the municipality’s ability to implement e-governance effectively and to engage the public through digital platforms. The findings contribute to academic literature and provide actionable recommendations for enhancing digital governance in rural and underserved municipalities such as Thulamela. The study highlights the critical role of ICT infrastructure in enabling e-governance and underscores the need for targeted interventions to improve digital service delivery in Thulamela Local Municipality. Theories that underpinned this study are the Technology Acceptance Model (TAM) and the Diffusion of Innovations (DOI) Theory.