Information and communication technology (ICT) for accountable service delivery in informal settlements: A case study of Imizamo Yethu, Cape Town
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Date
2025
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University of the Western Cape
Abstract
Information and Communication Technology (ICT) can potentially transform service delivery, uplifting living and socio-economic standards and fighting poverty (Ahmed, 2020, p. 9; Mashamaite, 2014, p. 231). In South Africa, metros like the City of Cape Town, City of Johannesburg, and City of Tshwane have been using some ICTs to help improve the quality of services provided in order to improve the quality of life for citizens; however, the benefits have not reached all. The objective of this study is to explore the effectiveness of using ICT for enhancing local government accountability in the informal settlement of Imizamo Yethu. This study used a qualitative methods approach employing semi-structured interviews, WhatsApp diaries and document analysis. This thesis uses an analytical framework that combines the E Participation Ladder and social accountability to assess the effectiveness of residents' use of ICT for local government accountability. The findings of this study indicated that residents’ use of ICT is effective to a certain extent in generating local government accountability for public service delivery. The findings indicate that there are various ICT channels available for the residents of Imizamo Yethu to use to engage with the City of Cape Town indicating frequent use of the fault reporting channels and social media as tools to hold the City accountable for public service delivery. Its effectiveness is influenced by factors such as access to actionable information, access to digital infrastructure, and the level of participation by residents in Imizamo Yethu. The findings show that several crucial factors influence residents of Imizamo Yethu to transition from simply having the information (passive participation) to taking deliberate action based on that information (active participation). These factors include the level of digital literacy, access to information, and access to digital infrastructure, as well as perceptions about the City of Cape Town, the effectiveness of ICT, and who benefits from it. However, when these channels become ineffective, residents opt to protest as a means of enacting accountability.
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Keywords
Information And Communication Technology (ICT), Public Service Delivery, Accountability, Social Accountability, E-Participation