Mukherjee, KamalAlexander, TrishGraaf, Liezl DeZyl, Omri Van2014-07-282014-07-282014https://hdl.handle.net/10986/19023ICT is fundamentally changing the way in which government representatives, citizens, business and other agents of the state interact throughout the world as well as in Africa. The public service sector has strategic significance as it impacts not only on the well-being of individuals, families and communities and on individual national governments but indirectly on the stability of the global economy. The associated high expectations, particularly regarding the speed and flexibility with which public service providers can respond to individual requests, provide feedback on programs and expenditure and handle national crises, are extremely challenging. Efficient service delivery is frequently hampered by program developers who do not listen sufficiently carefully to the poor and hence are not able to identify their needs and prioritize them. Planning that focuses on supplier interests rather than those of the end-user is also a problem.CC BY 3.0 IGOACCESS POINTSACCESS TO INFORMATIONACCESS TO INFORMATION LAWSACCESS TO SERVICESACCESS TO TECHNOLOGYACCESS TO THE INTERNETACCOUNTABILITYACCOUNTINGASSETSBACK-OFFICEBACKENDBASICBEST PRACTICEBIDDINGBUDGET ALLOCATIONSBUSINESS PROCESSBUSINESS PROCESSESBUSINESSESCALL CENTRECAPACITY BUILDINGCERTIFICATESCHANGE MANAGEMENTCITIZEN PARTICIPATIONCITIZEN SERVICECITIZEN SERVICESCIVIL LIBERTIESCIVIL RIGHTSCIVIL SERVANTSCIVIL SOCIETYCIVIL SOCIETY ORGANIZATIONCLIENT DATABASECOMMUNICATION TECHNOLOGIESCOMMUNICATIONS INFRASTRUCTURECOMMUNICATIONS NETWORKCOMMUNITIESCOMMUNITY CENTRESCOMPETITIVENESSCOMPUTERIZATIONCOMPUTERSCOMPUTINGCONNECTIVITYCOPYRIGHTCORRUPTIONCUSTOMER SERVICECYBERCRIMEDATA STRUCTURESDELIVERY SERVICEDEMOCRACYDETAILED INFORMATIONDIGITALDIGITAL DIVIDEDISASTER RECOVERYDOMAINSE-GOVERNANCEE-GOVERNMENTEGOVERNMENTEGOVERNMENT INITIATIVESEGOVERNMENT POLICYEGOVERNMENT PORTALSEGOVERNMENT SYSTEMSELECTIONELECTIONSELECTRONIC CHANNELSELECTRONIC SIGNATURESELECTRONIC SYSTEMEND-USERENGINEERINGEQUIPMENTFACE-TO-FACE MEETINGSFINANCIAL MANAGEMENTFINANCIAL MANAGEMENT SYSTEMSFINANCIAL SERVICESFRAUDFRONT OFFICEFUNCTIONALITYGLOBAL ECONOMYGOVERNMENT EXPENDITUREGOVERNMENT EXPENDITURESGOVERNMENT POLICIESGOVERNMENT REPRESENTATIVESGOVERNMENT REVENUEGOVERNMENT SERVICEGOVERNMENT SERVICESGOVERNMENT TRANSPARENCYGOVERNMENT WEB SITESHUMAN RESOURCESHUMAN RESOURCES MANAGEMENTHUMAN RIGHTSICTIDID CARDSIDENTITY THEFTIMPLEMENTATIONSINFORMATION DISSEMINATIONINFORMATION SERVICEINFORMATION SYSTEMINFORMATION SYSTEMSINFORMATION TECHNOLOGYINITIATIVEINNOVATIONINTERFACEINTERFACESINVENTORYKNOWLEDGE SHARINGLEGAL FRAMEWORKMANAGEMENT SYSTEMSMEDIA TECHNOLOGIESMOBILE APPLICATIONSMOBILE DEVICESMOBILE PHONEMOBILE PHONESMOBILE TELEPHONEMONITORING MECHANISMMULTIMEDIANATIONAL GOVERNMENTSNETWORKED SERVICESNETWORKSNEW TECHNOLOGIESOFFICE SYSTEMSONLINE SERVICEONLINE SERVICE DELIVERYOPEN GOVERNMENTORGANIZATIONAL CAPABILITYOUTSOURCINGPILOT PROJECTSPILOT TESTINGPOLITICAL WILLPRIVACYPROCUREMENTPUBLIC ADMINISTRATIONPUBLIC AGENCIESPUBLIC INFORMATIONPUBLIC SECTORPUBLIC SERVANTSPUBLIC SERVICE DELIVERYPUBLIC SERVICESPUBLISHINGQUEUESREMEDYREVENUE COLLECTIONSECURE PAYMENTSERVICE DELIVERYSERVICE PROVIDERSERVICE PROVIDERSSOFTWARE APPLICATIONSSYSTEM DESIGNTECHNICAL REQUIREMENTSTECHNOLOGICAL ADVANCESTECHNOLOGY COMPONENTTECHNOLOGY PLATFORMSTELECOMMUNICATIONSTELECOMMUNICATIONS NETWORKSTRANSPARENCYTURNAROUND TIMEUSABILITYUSE OF WEBUSERSUSESVIOLENCEWEB COMMUNICATIONWHISTLE BLOWERS10.1596/19023