Using Mobile Technology to Support Government Service Delivery: A Case Study on the Pension System in South Africa
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Authors
Twinomurinzi, Hossana
Ojo, Rosemary Bukola
Issue Date
2009
Type
Article
Language
en
Keywords
Mobile Technology , Group Support Systems , Administrative Law , The Promotion of Administrative Justice Act , Public service delivery
Alternative Title
Abstract
The flow of information between a government
administrator and a citizen is critical for the
administrator to make a just, fair and reasonable
decision. South Africa recognizes that it struggles with
non-compliance in this decision making process
primarily because of a lack of skilled human resources
(Republic of South Africa, 2007). In this paper, we
investigated in the interpretive paradigm the use of
mobile technology designed as a group support system
(GSS) tool to support the decision making process
required by the Promotion of the Administrative Justice
Act of South Africa (PAJA) within the context of pension
applications. Group Support Systems (GSS), the
technological focus of this research, is a suite of
software tools which can focus team efforts to converge
on a set of key issues. The findings from the research
resulted in a government service delivery model based
on the pension application cycle with mobile technology
serving as a GSS tool. The paper argues that the
resultant service delivery model can better deal with the
typical government service delivery problems such as
citizen frustration, citizen threats, administrative abuse
of power and the non-compliance problem of the PAJA.
The model also revealed that mobile technology
designed as GSS can help to anticipate and preclude the
stated problems. The paper makes a contribution to
research and practice by proposing a framework for
government service delivery using mobile phone
technology designed as a GSS tool.
Description
Proceedings of the 12th International Business Information Management Association Conference, Kuala