MANAGEMENT AND COMMERCE five user perspectives including i) the two main factors influencing the Thanks to the collaboration of doctoral the State Information Technology technological context. candidate and supervisor, we are a Agency (SITA) as an agency of As a result of this analysis, Dr Madyibi, step closer to a future where citizens government responsible for ICT in under Professor Piderit’s guidance, can access government services in South Africa, ii) Senior ICT Managers was then able to go on to identify ways that are sensitive to our context from various National, Provincial four steps that need to be taken as a developing country on the and Local government entities, iii) by government decision makers in African continent that is nonetheless Thusong Service Centre Managers, order to make the implementation of striving to take advantage of the iv) Thusong Service Centre end- E-government in South Africa more enormous technological advances users and v) expert reviewers. This effective. These steps are a review of that characterise life today. The work stage of the study also involved the existing status of e-Government, not only aims to provide easier access reviewing documents including the the adoption of the framework, the to services but also demonstrates the National e-Government Strategy, the balancing of the development of commitment of UFH to enhancing the e-Government Policy, the National technological, organisational and lives of the communities in which it is Broadband Policy and the ICT Policy environmental characteristics in embedded witnessed so often in this White Paper. The analysis of all this order to prioritise future plans, and Research Report. data then allowed for a revision of the monitoring of e-Government the conceptual framework in order projects. to close the gap between theory and practice. The resulting revised framework identifies a number of areas key to the implementation of e-Government at Thusong Service Centres drawn from the Technology-Organisation- Environment model which informs the study: the organisational context, the environmental context and the technological context. Elements of the organisational context include the nature of senior leadership, the extent to which collaboration with other governmental entities is achieved and resistance to change. In the environmental context, the research identified political, economic, regulatory, cultural and social issues. The study identified ICT strategy and ICT infrastructure as Research Report 2021/2022 | 48