E-Government and Citizen Experiences in South Africa: Ethekwini Metropolitan Case Study

As the desire for personalized interactions with government increases, efforts to enhance citizen- and business-focused digital government are becoming a norm in our society. The intention of this paper is to discuss the challenges that the EThekwini Metro is experiencing in translating its engagement with its citizens digitally. This mixed method study collected its data through a questionnaire and interviews with citizens and municipal officials. A total of 30 interviews were conducted. The study found that there was a low priority within the metro that is given towards e-government due to a lack of political. Moreover, internet access proved a challenge to most citizens. The article argues that the metro must priorities making digital services accessible to all citizens irrespective of their socio-economic conditions.