The digital revolution is transforming government practices globally.
electronic filing of taxes
to
digital visa applications
Moreover, technology is enhancing the accessibility, efficiency, and transparency of governmental services.
South Africa
is making progress
In its digital progression, it rose to 40th position among 193 countries in 2024, up from 65th place in 2022.
United Nations e-Government Index
This enhancement positions the nation as a frontrunner in digital advancement within Africa, outpacing both Mauritius and Tunisia.
South Africa has identified
over 255 governmental services scheduled for digital transformation
Currently, 134 are accessible.
the National e-Government Portal
This accomplishment is noteworthy. However, the transition to digitalization entails various challenges and potential hazards.
Several nations have reduced the state’s influence by quickly delegating crucial governmental tasks to external entities. However, South Africa can seize the chance to develop a blueprint for digital progress that bolsters public organizations instead of undermining them.
Innovative technologies should provide clear advantages to residents. The digital shift has the potential to enhance governmental operations. However, poor management might result in increased financial burdens for taxpayers.
Benefits
The process of digital transformation incurs significant expenses. This holds especially when the government does not leverage its purchasing influence to secure fair costs. Enhancing infrastructure, implementing cyber security protocols, acquiring software licenses, and maintaining systems all demand considerable monetary outlay.
The issue at hand is whether these expenditures represent an essential move toward achieving a more effective and accessible government.
Two instances from South Africa demonstrate how digital transformation can cut costs and improve the quality of service delivery.
The first is the
South African Revenue Service
Its aim is to guarantee that both taxpayers and tax advisors are protected.
you can access the service from any location and at any moment
. The changes made more than a decade ago show that digital systems can yield substantial financial gains. After
introducing e-filing in 2006
, the revenue service streamlined tax processes, reduced inefficiencies and led to
higher compliance rates
In the end, this resulted in better revenue collection.
Likewise, the digitalization of social grant payments has resulted in several beneficial outcomes. In a chapter from a recently published anthology on public administration, my collaborators and I discussed this topic.
a case study
Regarding how the South African Social Security Agency utilized simple tools such as WhatsApp and email to manage benefit applications amid the COVID-19 pandemic. This approach enabled more than 14 million individuals to submit their requests and successfully distributed funds to approximately 6 million recipients during the initial stage of the initiative.
Annual reports from the South African Social Security Agency indicate that more than 95% of those receiving grants opt for electronic payments via debit cards rather than collecting cash at withdrawal points. This shift enhances safety and allows recipients to manage their funds according to their own preferences.
Concerns abound that automation might lead to significant employment reductions. However,
global
Experience has demonstrated that digitization doesn’t always result in widespread job cuts. Rather, it tends to transform the type of tasks employees handle into different areas of responsibility.
The
South African Social Insurance Agency
presents a strong argument. The shift towards electronic grant disbursements
did not result in employment reductions
Likewise, the growth of electronic filing at the revenue service has not led to staff cuts. In each case, efficiency increased.
These examples demonstrate that digital transformation is altering job functions instead of eliminating positions. Government workers are transitioning into fields like cybersecurity, data analytics, and AI-powered decision making.
Shortcomings and pitfalls
Several inefficiencies are evident within public sector operations.
Initially, many governmental digital endeavors continue to rely on obsolete paper-centric processes. Without a standardized digital identification system, this leads to administrative bottlenecks and postponements.
Secondly, the piecemeal acquisition of equipment within the government has resulted in redundant endeavors, higher expenses, and wasted funds.
Thirdly, various departments frequently employ separate and non-interoperable digital platforms. This limits the collective advantages of digital transformation. The State IT Agency has faced criticism over inefficiencies, issues with procurements, and dubious expenditures.
Fourthly, South Africa’s public sector continues to lack cohesion. Individuals still find it challenging to obtain governmental assistance without hassle. Frequently, they have to shuttle between various divisions to finalize what ought to be one straightforward process.
In the absence of a centralized system, various departments function independently, leading to redundant work, higher expenses, and diminished public confidence.
Read more:
A recent report highlights that South African government employees lack essential skills, particularly in the realm of technology.
Fifth, insufficient skill sets. Greater dependence on digital technologies necessitates proficiency in areas such as data analysis, cloud computing, and automation. However, many government employees do not have the necessary training to handle these emerging responsibilities.
National Strategy for Digital and Future Skills
It was launched in September 2020 with the aim of filling this void; however, its success hinges on how well it’s executed.
In 2020, during the peak of the COVID-19 pandemic, introducing this initiative compelled the government to expedite their digital transformation efforts, which they might have postponed for some time. To maintain essential operations, technologies needed quick adoption, such as conducting virtual Cabinet sessions and employing a platform swiftly created by the State Information Technology Agency.
Sixth, security issues add complexity to the transition. With governmental systems transitioning to digital formats, they grow more susceptible to cyber threats. It is essential for South Africa to establish robust cybersecurity measures to safeguard against identity theft, data leaks, and operational interruptions. An attack on a single department has the potential to impact the whole of the public sector.
What needs to be done
Government must streamline procurement, improve coordination and eliminate inefficiencies to ensure interdepartmental collaboration.
A single, integrated e-government platform would:
-
cut red tape
-
reduce queues
-
increase efficiency.
The government must enhance the skills of public employees and boost their proficiency with digital tools.
Government must create a seamless e-government system that connects services while protecting citizens’ personal information. The success of digitalisation depends on technological advancements as well as the level of trust citizens have in government systems. Without strong security measures, transparency and accountability, even the most sophisticated digital tools will fail to gain public confidence.
South Africa has an opportunity to show that a robust, competent government can effectively incorporate new technologies while protecting the public interest. The country ought to fully utilize proposals from companies like Microsoft, Amazon, and Huawei for providing digital skill development within the public sector without favoring any single firm’s products. Technology choices should prioritize user needs rather than being driven by the biases of financial executives or IT directors. Public institution leaders should be assessed based on their capacity to drive organizational digitization.
This piece has been republished from
The Conversation
, a non-profit, independent news agency providing you with factual and reliable insights to help navigate our intricate world. It was authored by:
Busani Ngcaweni
,
University of the Witwatersrand
Read more:
- The opposition states that their next term will focus on boosting productivity through reforms. Such changes might facilitate significant progress.
- Evading artificial intelligence is difficult – however, we must safeguard our right to refuse participation.
Busani Ngcaweni is associated with the National School of Government, as well as Witwatersrand University and Johannesburg University.
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