n Journal of Public Administration - e-Government innovation for improved service delivery

Volume 54 Number 2
  • ISSN : 0036-0767


The primary objective of this study was to examine the effectiveness and efficiency of the newly introduced online application and learner admission system as a service delivery improvement e-government initiative in the Gauteng Department of Education (GDE) in South African public schools, and the extent to which the GDE customers are ready to adopt the innovation. We review the implementation of the online application system in the Sedibeng West District for admission of 2017 Grade 1 and 8 cohorts. The article employed mixed methods grounded in the frameworks of the Technology Acceptance Model (TAM) and the Diffusion of Innovation (DOI). Our analysis suggests that the new online services brought recognisable benefits of e-government in the GDE public schools and education offices. Findings show that the system reduced queuing in schools to apply for space, and provided convenience for applicants to apply at any time and place. Government officials' efficiency in faster turn-around time for processing applications improved remarkably. We argue that the online system is cost-effective for both applicants and education officials; therefore, it needs to be supported, managed and sustained in a way that will continue to improve public value. Hence, we conclude that the online application initiative is an efficient and effective service-delivery improvement innovation.

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