The role of e- participation in the promotion of municipal service delivery in Thulamela Local Municipality

Abstract

This study examined the role of e-participation in promoting municipal service delivery in Thulamela Local Municipality. Despite legislative frameworks supporting public participation in South Africa, municipalities continue to experience service delivery challenges, particularly in water provision, waste management, and infrastructure, which disproportionately affect rural and marginalised communities. While digital platforms offer opportunities to enhance participatory governance, their effectiveness and inclusivity remain underexplored in rural municipal contexts. The study aimed to assess the effectiveness of e-participation in improving service delivery, citizen engagement, and decision-making processes in Thulamela Local Municipality. A mixed-methods approach was employed. The quantitative component utilised structured questionnaires administered to 185 community members selected through stratified random sampling, enabling statistical analysis of patterns and perceptions. The qualitative component involved purposive sampling of 15 key informants, including municipal officials, ward councillors, and ICT personnel, with data analysed thematically to provide in-depth contextual insights. The findings revealed that e-participation improved communication, transparency, and citizen involvement, with approximately 60% of respondents indicating enhanced responsiveness and engagement. However, only 51.9% perceived improvements in sustainable service delivery, reflecting uneven outcomes. Qualitative results confirmed increased accessibility through digital platforms but highlighted challenges such as limited digital literacy, poor internet access, low awareness, and delayed municipal feedback. The study concluded that e- participation has significant potential to improve service delivery but is constrained by structural and institutional barriers. The study contributes empirical evidence on e-participation in a rural municipality and provides practical insights for enhancing inclusive, responsive, and sustainable digital governance.