A Framework for Broadband Adoption in Buffalo City Metropolitan Municipality to Enable Citizen Access to e-Government

E-government has been adopted as one of the cornerstones of the government‘s strategy for making services accessible to its citizens. The aim of this broadband adoption is to provide high quality public sector services via digital channels to improve cost-efficiency and generate benefits to municipality employees and citizen. A major challenge that municipalities face is the lack of public participation which restricts levels of communication between governments and municipalities and the citizen where public misses out on information and services available online, which results in further inequality. This has a devastating impact on service delivery because participatory democracy would be non-existent. Limited IT infrastructure, resistance to change, cultural barriers and exposure of malpractice are main themes related to IT usage or facilitating IT access for the wider public. Furthermore, lack of meaningful participation and freedom of association emerged as themes related to governance effectiveness. A mixed approach within a case study was considered, and data was collected through an online questionnaire and review of current literature. The study collected primary data by conducting web based questionnaires comprising sixty respondent’s citizens and fifteen municipal employees, including Information and Communication Technology (ICT) employees and broadband task team members. Statistical Package for the Social Science (SPSS) to analyse data from questionnaires. The selected BCMM employees of the population were known to have the relevant knowledge, time and experience to participate. Responses to each question developed the framework further based on the findings. Respondents were selected based on their appropriate knowledge and experience of the problem domain. Six experts were selected for final evaluation of the research findings. Firstly, the findings provided on barriers impact on the adoption of e-government. Secondly, on the techniques available to ensure access to e-government within BCMM. Thirdly, on the availability of technologies currently in the Buffalo City Metropolitan Municipality. Finally, on the elements of a Buffalo City Metropolitan Municipality broadband adoption strategy. This study evaluates barriers of e-government adoption, assessing strategies and techniques for accessing e-government services, examines current technologies to support e-government service within municipalities and analyses elements of Buffalo City Metropolitan Municipality broadband adoption strategy. A broadband adoption model was proposed based on empirical findings. Key adoption factors include adoption benefits and drivers, concerns and barriers and adoption interventions. These factors provide an essential foundation for the development of the proposed broadband adoption framework. The contribution of this study is a framework based on the Unified Theory of Acceptance and Use of Technology (UTAUT) and Technology Organisation Environment (TOE) framework to determine factors that influence or restrict a citizen’s intention to use and adopt technology, specifically broadband, in e-government services as a tool for citizen engagement. The proposed framework aims to overcome barriers to broadband adoption 4 Final Submission of Thesis, Dissertation or Research Report/Project, Conference or Exam Paper in municipalities, specifically Buffalo City Metropolitan Municipality (BCMM) to enable citizens’ access to e-government services