Assessing eThekwini Municipality’s readiness to implement digital platforms to enhance public and community participation as a means to improve municipal decision-making processes

Abstract

The role of local government is to meet the needs of the residents it serves. Furthermore, the incorporation of their feedback into municipal decision-making processes encourages robust participation, thus breaking down barriers between the municipality and its residents. With the advancement in digital technology the introduction of improved digital communication methods provides an avenue for active participation by residents. As such, eThekwini Metropolitan Municipality took a decision to move towards positioning the city as a Smart City and Smart Society enabled by technology and innovation within the context of the 4th Industrial Revolution. In this context, becoming a Smart City is more about how technology can enable smart systems, infrastructure, governance and service delivery that addresses the needs of people and society in an inclusive and affordable manner. This paper aims to investigate and assess the state of readiness for eThekwini Municipality to implement digital
and e-participation tools to improve participatory governance and service delivery in this digital age. The study employed a combination of qualitative research methods, which included an extensive desktop literature review, documented publications from the municipality and providing a reflection on the piloted e-participation method during the development of the 2024/2025 Integrated Development Plan and Budget. The findings of this study are threefold. In relation to the municipality’s readiness as an organisation measured against the nine pillars of the digital government assessment as defined by the World Bank, the municipality meets the majority of readiness pillars (5 out of 9). Among the four pillars that are lacking in the city include being outward facing, that is crucial for public and stakeholder engagement in the cocreation process, i.e. user-centred design and digital ecosystem. In relation to the second aspect, the digital transformation maturity level, the municipality meets the criteria for level 2 of the maturity model. Lastly, the outcome from the piloted e-participation tool indicated that the community seems to understand the benefits of technology as it relates to their personal and social lives, but not as a strong tool that can be used to engage and influence government business. In conclusion, the municipality is making progress in implementing and realising the Smart Port City region and Smart Society as envisaged in its District Development Plan. Furthermore, the municipality must channel and sustain its efforts to use digital public engagement methods at all municipal community engagement initiatives. This will ease and facilitate community uptake of municipal digital platforms.