Exploring the effectiveness of digital transformation to improve performance at the Department of Home Affairs in South Africa

Abstract

Digital transformation pertains the use of digital technology is to innovate and improve existing processes, operations, or services within organisations or industries. The primary goal of digital transformation is to ensure effective service delivery. Digital transformation holds the promise of changing the modus operandi of various ministries, improving their performance and the quality of service provision to the citizens, thus where the public sector is concerned. However, there remain doubts about the efficacy of service delivery through the use of digital transformation. For example, delays in application processing for identity documents, passports, and Visa applications, extremely long queues in Home Affairs offices, and the use of technology in combating corruption are issues that put the effectiveness of digital transformation into question. In this regard, this study explores the effectiveness of digital transformation in the Department of Home Affairs in South Africa. The study also critically examines the efficacy of service delivery driven through digital transformation. The study used a qualitative research approach for this research. The study used secondary data collection to gather information. Accredited journal articles, departmental reports, and books were consulted and analysed in collecting data. Research findings will be organised through the use of thematic analysis to explore the effectiveness of digital transformation in the Department of Home Affairs, South Africa.