Page 19 - index

E-govErnmEnt

Multi-channel delivery and the modernisation of

government services

trevor Holdsworth provides snapshots of how government institutions are fundamentally reshaping
their services in the new digital era.

Governments have traditionally relied The province has also invested exten- government office – the concept is
on nation-wide networks of fixed and sively to implement a broadband strat- to be able to offer varied services
mobile infrastructure, postal mail and egy that will improve the telecommuni- from anywhere that government has a
call centres to provide services and cations infrastructure and ICT skills and physical footprint in the Western Cape.
information to their citizens. However, usage. Over 4 000 government facilities
both the speed and the impact of in the province are linked. The intention Cape Access e-Centres provide less
technological changes on societies are is also for every citizen in every village privileged and rural communities across
disrupting the old ways of delivering and town to have access to affordable the Western Cape with access to ICT.
services and forcing government high-speed broadband infrastructure Each e-centre is furnished with counters
institutions to reinvent new ones to better services. At least one public ICT access and chairs and has a fully-functional
interact and serve citizens. facility in every ward will have this fast Local Area Network. Members of the
connection. e-centres are able to use the computers
western cape For citizens that currently do not have and the internet for free to access
e-mails, information and services. They
modernisation programme access to ICT (computers or cellular may also print a maximum of 10 pages
and e-government strategy phones), delivery of e-government per person per day. The e-centres also
services will be done through Cape
provide free basic computer training as
Access e-Centres, multi-purpose well as accredited computer training.
The Western Cape government has centres, municipal offices or any other
adopted an integrated service delivery
strategy that provides for services
through its Thusong Service Centre
and Community Development Worker
programmes. The province is also
refocusing its efforts to use Information
Communication Technology (ICT)
as an enabler to improve its internal
capabilities and to render its services in
a manner that puts citizens first.

By integrating services across different
departmental websites and service
channels, the province intends to offer
a range of seamless e-government
services without citizens necessarily
knowing which department or what
level of government they are dealing
with. In order to achieve this, numerous
databases maintained by the various
departments will be integrated.

The intention is for citizens and service
users to be able to access services and
information irrespective of the service
channels that are used. The province
currently offers a number of services
that can be delivered electronically
and envisages that this number will
increase. Citizens will be able to submit
information/forms electronically and
be able to apply for services online or
transact online. These services can
be accessed on the website www.
westerncape.gov.za.

Western Cape mobile Internet kiosk

Volume 11 No. 3 of 2018 | SERVICE DELIVERY REVIEW 17