An exploratory view of e-governance as a driver of operational efficiency in the Amathole District Municipality

This study is an exploration on how e-governance can be utilised as a means to attain operational efficiency. The study analyses matters around benefits and challenges, needs and sustainability. It specifically focussed on exploring means through which e-governance could be used as a leverage towards operational efficiency. The study was conducted in the context of the Amathole District Municipality from the Eastern Cape Province in South Africa. It made use of mixed research methods, blending qualitative methods with quantitative methods. The primary data used in this study was collected from managers who are employees of the Municipality. Analysis of responses was more inclined towards interpretivist paradigm. Analysis made use of the study used thematic analysis and codes. The analysis provided in this study clearly outlined the link between operational efficiency and service delivery as facilitated by e-governance. While there were a few respondents who could not differentiate between e-governance and e-government, most were able to clearly differentiate the two. Outstanding benefits of e-governance were identified as being cost-saving, enhanced communication and improved decisions among several others. The study also revealed several factors inhibiting the acceleration of e-governance. Outstanding among these challenges include, technological illiteracy, cyber-crime and online trust. The ultimate recommendation was that citizens, businesses and the government must separately and collectively develop strategies, enhancing e-governance through harnessing the internet technology