Tag: service delivery

Digital transformation in local government can dramatically improve service delivery, transparency and citizen engagement. This finding comes from research published earlier this year by Nelson Mandela University. The study, “Assessing the impact of digital technologies on service delivery in local government”, published in March 2025, concluded that digital initiatives enhance efficiency, improve citizen participation and increase transparency.

The public sector in West Africa, much like in other regions, faces deep-rooted challenges. It struggles with rigid bureaucracies and outdated systems. The very institutions meant to serve citizens often become trapped in structures that block innovation and delay progress.

South Africa’s 257 municipalities, the bedrock of local governance, are currently grappling with a severe trifecta of challenges. These challenges include worsening financial mismanagement, decaying infrastructure and rapidly eroding citizen trust. Restoring trust and performance has become a national priority.

Across South Africa, public service teams work tirelessly to meet citizens' needs. They often operate under immense pressure and in difficult conditions. While meaningful progress has been made in modernising service delivery, many citizens still face long waits and paperwork when applying for essential services like Smart IDs or clinic-based healthcare. These moments present an opportunity to do more.

There is a definite shift happening in the world order, says leading scenario planner and futurist Chantell Ilbury. But she emphasises that it's not just about the fact that it's shifting. What matters is what it’s going to shift to. Ilbury examined the topic of "Trump, South Africa and Your Business: Navigating Uncertainty with Scenario Planning" at a recent event we co-hosted with auditors Nolands and JSE Private Placements.

Are we there yet? E-visas could boost SA’s tourism competitiveness, but we are not yet geared for arrivals. Properly rolled-out digital visas will boost inbound travel. They will also dismantle long-standing entry hurdles. For anyone returning to South Africa after time abroad, there’s an unmistakable sense of homecoming – the warmth of a genuine South African welcome, coupled with the relief of the end of a long-haul flight.

It has become increasingly challenging to meet consumer demand for accessible data. This challenge is changing the shape of service delivery and innovation in 2025. In the first quarter of 2024, one user consumed 411.4 terabytes of data. According to MTN, the average contracted user consumes around 21.9 gigabytes of data every month.

The South African Revenue Service (SARS) has marginally improved refund payment time frames, but it needs to prioritise improving service delivery and building trust with taxpayers. In his recently delivered Medium-Term Budget Policy Statement (MTBPS), Finance Minister Enoch Godongwana announced a tax revenue shortfall of R22.3 billion.

Local government in South Africa faces challenges such as bureaucratic inefficiencies, lack of resources, and widespread corruption. These issues often hinder local government's ability to effectively meet the dire needs of the community.

Any business relying on machinery and equipment for its operations is exposed to the probability of significant financial losses due to a breakdown of a key piece of machinery that isn’t quickly or easily replaced or repaired.