The role of Information and Communication Technology in the operations of selected SMEs during the COVID-19 era in Cape Town, Western Cape

Abstract

The COVID-19 pandemic resulted in the disruption of business operations as countries locked down economies to restrict the spread of the virus. This qualitative study investigates the role played by information and communication technology (ICT) in mitigating the impact of the pandemic on the operations of Small and Medium Enterprises (SMEs) located in Cape Town. Data was collected from 20 SMEs using semi-structured interviews. Results indicate that despite the lack of ICT resources and infrastructure readiness, skills deficit, and financial constraints, the interviewed SMEs integrated ICT into business operations to remain functional during the lockdowns. Furthermore, the ICT adopted aligned with the business operations such as marketing, accounting, payment platforms, inventory, and procurement management. Overall, the adoption and implementation of ICT applications enhanced SMEs’ innovation, agility, visibility, and competitiveness levels during the COVID-19 pandemic. The dissertation recommends that SMEs should continuously upskill and update their ICT resources’ capacity through training and strategic collaborations with stakeholders, including government agencies.