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E Government Model Of Public Service Sociable Policy Essay

E-Government model through ICT of open public service delivery was started in South Africa first-time, for the preferred as route for citizen-centered service delivery. It means to provide quality services to the people of its country. In this newspaper we will analyze the role of E-government within producing country in the South Africa by using research study.

First of all we will consider what is E-government?


E-Government (brief for electronic federal, also called digital federal government, online federal government or transformational government) is a diffused neologism used to make reference to the use of information and communication technology to provide and improve government services, transactions and connections with individuals, businesses, and other forearms of authorities.

Delivery models and activities of e-Government

The key delivery models of e-Government can be split into:

  • Government-to-Citizen or Government-to-Customer (G2C)
  • Government-to-Business (G2B)
  • Government-to-Government (G2G)
  • Government-to-Employees (G2E)

Within each of these connections domains, four kinds of activities happen:

  • Pushing information online, e. g. regulatory services, basic holidays, public hearing schedules, concern briefs, notifications, etc.
  • Two-way communications between the organization and the citizen, a business, or another authorities agency. In this model, users can take part in dialogue with agencies and post problems, responses, or demands to the company.
  • Conducting ventures, e. g. lodging tax returns, trying to get services and grants.

These types of activities may be performed but not may be that activities are performed by all the countries. Some have increased but some have less

Primarily purpose of presenting this model is to immediate access to the federal government. So improve the efficiency of public services delivery in South Africa.

This model is dependant on case study research, focused on one of the governments main service delivery programmes - social grants, as mentioned in case study.

South African Community Security Agency (SASSA) was set up as an extension of government delivery arm that administers the delivery of interpersonal grants to the poorest of the indegent in South Africa. SASSA's

Vision and quest is aligned with several Batho Pele guidelines.

Batho Pele which virtually means "people first".

Introduction of this Model

Batho Pele & General public Service Delivery in South Africa. Batho Pele is South Africa's constitutionally mandated public service delivery viewpoint. This model means that all the individuals can hold public servants in charge of the levels of service acquire from federal government. The expected change in service delivery is better comprehended on the representation that South Africa has only been a Democratic country since 1994.

Here we consider background of this model. The path of service delivery change formally commenced in 1995 with the release of the White Paper on the Transformation of Open public Service. The WPTPS established the institutional platform which could guide the introduction of new insurance policies and the implementation of the new constitutional mandates. It had been shortly used in 1997 by the White Paper on Transforming General public Service Delivery, labeled as the Batho Pele White Paper. The Batho Pele White Newspaper specifically aimed at promoting built in and seamless open public service delivery. This is based on the Batho Pele beliefs.

Batho Pele advocates nine rules to guide public


  • Consultation with citizens
  • Setting service standards
  • Increasing usage of information
  • Ensuring courtesy
  • Providing information openness and
  • Transparency redress and value for money.

On the other side South Africa, through its Centre of People Service Technology (CPSI), places significant Importance to initiatives to transform government's way of working through ICT - a concept often called E-government / e-governance.

The conditions e-government and e-governance can be used to summarize a government's use of Information and Communication Technology (ICT) to render services to its citizens. There is a argument in research community about these two conditions of E-government and E-governance.

E-governance can be explained as "the utilization of appearing information and communication technologies to aid the operations of authorities and public supervision"

E-government can be defined as "the utilization of Information technology to support federal operations, engage individuals, and provide administration services".

In this is of e-governance, we see that this focuses on the use of ICT to assist the administration and management of Authorities.

On other hand in this is of e-government we see which it focuses on the utilization of ICT to supply the services in the support of federal government operations for the public service delivery of individuals of that country.

The dominating models for e-government find their roots in public areas management models and e-business models. While research workers of e federal differ on the rights, privileges and responsibilities of clients, customers and Individuals. They generally agree that e-government move through stages to attain maturity. Notwithstanding, the successful initiatives are hard to come by. This realization resulted in the important and actual matter: are administration ICT technological innovations adhering to the rules of 'people first', so to say, are the federal government ICT technological innovations enabling the improvement of service delivery in South Africa?

This case study also instructs us about the understanding by concentrating on the government company responsibilities for just one of the key service delivery programs the South African Friendly Security Organization, SASSA.

A research study of a federal government department, the South African Friendly Security Firm (SASSA), was followed investigate the trend of e-government will be analyzed in the framework of Batho Pele. Since the each federal service is assessed resistant to the same ideas that are described in Batho Pele. Applicability of the model can be attracted to other government products.

In this case study the info was collected by various ways, through structured face-to-face and telephonic interviews with people involved with providing an ICT system to the business products of the Southern African Social Security Agency (SASSA).

Pros/Advantages/Merits of this Model

Any thing is not perfect in this universe except God. So every model is having both characteristics of merits and demerits. Similarly here we are using the E-government model that was found in South Africa for general public service delivery.

We know that it's inadequate country and not so developed. A lot of South Africans do not have direct method of public services which can be supplied by the federal government as stated in the event study.

Following might be the major features of this model.

    1. Equally distribution of services

Batho Pele aspires to distribute the services equally among the general public. Not any differentiation on the basis of race, gender, resident, distance etc. its imply that everyone has right equally of general public services

    1. Access to information

This model also points out that the resident has easily access to the info about the federal government performance and alternative activities so there could be accountability in such a manner.

    1. Quality services

Access to information services empowers people and creates value for money, quality services.

    1. Reduction of Unnecessary expenditure.

When you will see e-government so easily information available about every thing of federal government and government establishment.

It reduces unnecessary expenditure for the citizens. Questions that can generally be clarified through the interview can revolve around what ICT initiatives are being used to boost the accessibility of the goods and services and how accessible these initiatives are to neighborhoods who don't have the mandatory ICT infrastructure.

    1. Providing information

Availability of information in relation to products and services should

Not only be at the service point, but also needs to strive to improve the availability of products and services to the public who are far away from those service details The main portion of focus would be to increase the Option of information to the public who are far away From service details.

ICT is used as a business support tool, and since the business of federal is to deliver a public Service, ICT helps public service. The implementers of these ICT services will thus be measured up against the benchmarks of how well the general public service was delivered.

Thus we ought to have to carefully evaluate the support useful of ICT within the federal government department or organization. This awareness would greatly effect the interpretation of the text collected through the interviews.

    1. Cost effective

It is convenient and cost-effective for businesses, and the public benefits by getting easy access to the most current information available without having to spend time, money and energy to obtain it.

E-government helps simplify techniques and makes access to government information more easily accessible for public sector firms and citizens.

The anticipated great things about e-government include efficiency, improved upon services, better ease of access of general public services, and

    1. Transparency

We note that due to make use of of this model transparency happened. Due to the whole linked system through internet technology, every information is designed for all.

    1. Accountability

Study approved that credited to E-government, there may be greater accountability on every single thing because everything is available to every one. So public understands the actions of federal government. So there's a accountability on administration by general population and other establishments and citizens.

    1. Democratization

Through e-government the greater citizen can participation upon political issues. They are able to hook up themselves to politicians through internet.

This model provides more transparent authorities, allowing the voters to start to see the aftereffect of their associates. What they are doing and what they aren't doing in right manner.

Public can become more aware of the government activities plus they can make best decision about their future.

    1. Speed, efficiency, and convenience

E-government allows residents to connect to computers to accomplish objectives at any time and any location, and minimizes the need for physical happen to be government agents sitting down behind tables and windows. Upgraded accounting and record keeping can be mentioned through computerization, and information and forms can be easily reached, equaling quicker handling time. People with disabilities or conditions no more need to be mobile to be energetic in federal and can be in the comfort of their own homes.

This model was accepted warmly, the young people who were not participating in political issues before however now they are simply too engaging is countrywide level issues due to e-government.

    1. Risks

There a wide range of concerns and potential implications of putting into action and designing e-government, including disintermediation of the government and its citizens, impacts on monetary, social, and political factors, vulnerability to cyber episodes, and disturbances to the status quo in these areas.

    1. Hyper-surveillance

Increased contact between administration and its people goes both ways. Once e-government starts to develop and be more sophisticated, residents will be required to socialize electronically with the federal government on a more substantial scale. This could potentially lead to too little privacy for civilians as their government obtains more and more home elevators them. In the worse case circumstance, with so much information being passed electronically between federal and civilians, a totalitarian-like system could develop. When the government has quick access to countless home elevators its people, personal level of privacy is lost.

    1. Cost

Although "a prodigious amount of money has been put in" on the development and execution of e-government, some say it offers yielded only a mediocre product. The final results and effects of trial Internet-based governments tend to be difficult to gauge or unsatisfactory.

    1. Lack of secrecy

Although internet-based governmental programs have been criticized for lack of reliable privacy policies, studies show that people value prosecution of offenders over personal confidentiality. Ninety percent of USA people approve of Internet tracking systems of criminals, and fifty-seven percent are willing to forgo a few of their personal internet level of privacy if it causes the prosecution of criminals or terrorists.

    1. Inaccessibility

An e-government site that delivers web gain access to and support often will not provide "potential to attain many users including those who are in distant areas, are homebound, have low literacy levels, can be found on poverty lines incomes, suffer from chronic disorder, and are single parents or older adults. "

    1. False sense of transparency and accountability

Opponents of e-government argue that online governmental transparency is dubious since it is looked after by the governments themselves. Information can be added or taken off the public attention (i. e. the Internet) with or without public notice.

For example, following the World Trade Middle in New York City was attacked on Sept 11, 2001, United States federal officials removed a large amount of federal government information from its websites in the name of countrywide security. This take action travelled relatively unnoticed by United States citizens. To this day, very few


In summary we see that this E-Government style of general population service delivery is very important, adopted by federal government of South Africa.

This model has advantages as well as down sides. This model has benefits of equally information provision, quality services, efficiency in public services delivery etc. but it has additionally some drawbacks such insufficient secrecy, therefore many other factors which might harmful for administration through this technique.

The use of e-government as a service delivery enabler will definitely support government's service improvement viewpoint of Batho Pele, thus placing people first.

Now a day's technology is just about the anything very easier, more helpful, efficiency and cost effective. Through this model of ICT can put people first, but only if the utilization of ICT is backed by the primary business procedures. For e federal to work, all e-government initiatives in South Africa should be included. E-government will only truly succeed if it is managed from a single portfolio in federal, rather than from silos within each authorities department. A great many other countries have adopted this model such as United States. But level of applying this model can vary greatly. This means some are making use of higher level plus some countries are making use of less degree of E-Government.

In USA E-government model was used AMERICA Administration under the Bush Administration has generated a separate profile that handles the execution of e-government. The Office of Management and Budget (OMB) is producing what it phone calls the "Federal Venture Architecture" that will deal with how america Government does business and particularly through the use of e-government (US Office of Management and Budget, 2007) slow progress in employing a single site for Administration services.

It is clear from the case study that South Africa needs a collection within its government that drives the implementation of e-government.

This will include insurance plan, legislation and implementation standards. This is where the Office of the federal government Chief Information Official (OGCIO) also takes on a job to clean the improvement of the utilization of ICT in Federal government.


It contains three components, namely:

  1. ICT Program Management
  2. Government Chief Operations Officer and
  3. E-Government Structures and Integration.

The case study was focused on only one region of e-government within the public service of South Africa, particularly the Section of Social Development and its own service delivery aspect, the Southern African Community Security Agency. In the same way there is certainly need to done this in the other departments of Federal of general population service delivery. Which can be inefficient when compared with others? And ensure that the utilization of ICT is effective at all authorities departments. It really is proposed that there surely is need to be studied at departments which come under the lack of service delivery similar studies should be done with Other departments to ensure that the use of ICT works well at all government departments, such as the

  • Department of Home Affairs (ID reserve and passport applications)
  • Department of Move (license applications and vehicle registrations)
  • South African Income services (taxation statements)


  • E-Government & General public Service Delivery: Enabling ICT to put "People First" A Case Study from South Africa. By Wikus VISSER and Hossana TWINOMURINZI
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