DIGITAL PLATFORMS AS SERVICE DELIVERY ENABLERS - Afesis Corplan
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Transformer Journal | Volume 20 Number 2 | 2019 | Afesis-corplan
DIGITAL PLATFORMS With over 2.7 billion
smartphone users globally
AS SERVICE DELIVERY and about 20 – 22 million
smartphone users in South
ENABLERS Sikhander Coopoo
Africa, the mobile app
industry is booming.
We use our digital devices at work, on the Computers, laptops, cell phones and tablet increase in service delivery reports and
street, in our cars, whilst relaxing at home computers are increasingly becoming complaints and the inability of responsible
and sometimes in bed. You might even tools of choice for communication with departments to respond on time, the
be reading this article from your mobile government. The availability of information inequality gap that is widened as a result
device right now. to enable public accountability in local of inaccessibility of data, etc, all of which
government is not a problem. What is are important to keep in mind in pursuit of
With 5 million apps to download from Apple the problem is the accessibility of such technology based platforms.
and Google App Stores, with the average information. This article highlights some
smartphone owner using about 30 apps key areas that may not be in the full view Researching what may not be in the full
each month (see Box 1) and with digital of practitioners, decision makers and view can be a tricky exercise especially
platforms and smartphone penetration consumers of local government services on a topic relating to the world of
growing at a steady rate, app usage when using digital platforms such as digital technology. It is easier to write
isn’t showing any signs of slowing down mobile applications (apps) to access local about what we can see more so than
in the near future. With over 2.7 billion government information. It advocates what we don’t or can’t see and to then
smartphone users globally (Blair, 2019) for changes in practice and for decision determine the relevance of such. The
and about 20 – 22 million smartphone makers to take cognizance of these primary research methods used for
users in South Africa (Holst, 2019), the blind spots: things such as noise and this article involved desktop research,
mobile app industry is booming. confusion, competition between platforms, drawing on personal experience,
an online survey and key informant
interviews (using a questionnaire).
BOX ONE The desktop research exercise helped
to understand the current trends
regarding the use of digital platforms for
Some Global Mobile App Statistics strengthening local governance in South
Africa. This article also draws on experiences
Mobile applications, commonly referred to as apps, are software developed for use of some seasoned local government
on wireless mobile devices such as smartphones and tablets. Apps are designed with practitioners who were interviewed, including
the limitations and features of mobile devices in mind. developers of those mobile apps.
• Mobile apps are expected to generate $189 billion in revenue by 2020. The relevance of this article at the time
when South Africa is fast entering an age
• The Apple App Store has 2.2 million apps available for download.
of digital revolution cannot be understated.
• There are 2.8 million apps available for download on the Google Play Store. There is a great push for government
• 21% of Millennials open an app 50+ times per day. to embrace technology and to use it as
a positive force, and this makes sense
• 49% of people open an app 11+ times each day.
considering that almost every household
• 57% of all digital media usage comes from mobile apps. in South Africa has a cellular telephone,
• The average smartphone owner uses 30 apps each month. which is a resource that can be tapped into
to strengthen governance. The readiness of
SOURCE: BLAIR, 2019 government in the manner it is structured,
resourced and skilled is something that this
15
article explores. To do this, it draws on the in this day and age it is equally important access at work, place of study or internet
mobile applications that have already been to advance conversations on inclusive cafes. About 17.3% of households in
launched and used to see how these are local governance. metropolitan areas have access to the
faring in strengthening local governance, internet at home. This was true for only
what the key challenges are and what 1.7% of rural households in general and
lessons need to be learned as we move
Internet access in less than one per cent of rural households
with speed towards what many call the South Africa and local in North West and Limpopo. The General
fourth industrial revolution – the world of all Household Survey (2018) also indicates
things smart and technology based.
government that mobile access has made the internet
more accessible to households in rural
This article uses the words womxn, mxn According to Statistics South Africa’s areas. This is reflected in the General
and humxn as opposed to woman, man General Household Survey of 2018 Household Survey as shown in Graph 1
and human as a conscious way of ensuring (Statistics South Africa, 2018), 10.4% and Table 1 below.
the inclusion of transgender persons. By of South African households have direct
so doing we recognise that as important internet access at home, while 64.7% of
as it is to embrace the world of technology South African households have internet
Graph 1: Internet access in South Africa
80
70
60
50
40
30
20
10
0
WC EC NC FS KZN NW GP MP LP RSA
Anywhere At home
SOURCE: STATISTICS SOUTH AFRICA. 2018:57
16
17
Table 1
PLACE WHERE RURAL /
PROVINCE (PER CENT)
INTERNET IS URBAN
ACCESSED STATUS WC EC NC FS KZN NW GP MP LP RSA
Metro 30,5 6,3 - 13,4 8,9 - 17,5 - - 17,3
Urban 17,0 5,7 5,9 5,8 6,9 5,1 11,5 6,1 5,4 8,0
AT HOME Rural 15,5 1,4 1,1 2,9 1,2 0,8 6,4 3,1 0,6 1,7
TOTAL 25,8 4,1 4,6 7,6 5,6 3,0 16,7 4,4 1,7 10,4
Metro 22,7 23,5 - 12,4 23,3 - 27,2 - - 25,0
Urban 19,7 12,9 14,5 12,3 19,7 10,7 17,5 7,9 18,8 14,9
AT WORK Rural 9,5 1,8 3,3 2,9 3,1 4,6 9,7 5,5 1,8 3,3
TOTAL 21,1 11,8 11,4 11,1 15,1 7,6 25,8 6,5 5,7 16,2
Metro 67,8 71,6 - 69,5 60,0 - 68,6 - - 67,4
USING MOBILE Urban 54,5 57,9 55,2 63,7 61,2 68,1 68,6 76,1 58,1 63,7
DEVICES Rural 26,8 36,9 50,2 50,8 45,2 46,7 34,6 63,1 38,9 45,0
TOTAL 61,7 53,7 53,9 63,6 54,9 57,2 68,3 68,8 43,3 60,1
Metro 15,5 17,6 - 4,3 10,4 - 17,8 - - 15,8
AT INTERNET CAFES Urban 13,8 9,8 2,9 10,9 9,2 5,8 5,7 2,5 5,6 7,6
OR EDUCATIONAL Rural 0,0 1,5 1,9 5,9 4,0 7,7 0,0 4,6 1,9 3,5
FACILITIES
TOTAL 14,1 9,0 2,6 8,3 7,8 6,7 16,1 3,7 2,7 10,1
SOURCE: STATISTICS SOUTH AFRICA, 2018: 58
The statistics above show clearly that not A report published by Media Monitoring to face a significant digital divide, with
everyone in South Africa has access to Africa and others (MMA et al, 2019: 06), vulnerable and marginalised communities
the internet. It also points out clearly that states that “universal access to online remaining worst-affected - which only
people in rural areas have far less access to information can, should and must be made serves to entrench, and potentially worsen,
the internet than their urban counterparts. accessible for all persons in South Africa”. the existing socio-economic divides in the
Government has generally made efforts This report highlights that the Constitution of country” (MMA et al, 2019: 06). The report
across the country to provide internet access the Republic of South Africa guarantees the proposes a seven-point implementation plan
in some public facilities. Those who do not right to information in section 16 and section for achieving universal and a basic level of free
have internet access at home can access it 32 which provides for the right to freedom access to online information in South Africa,
through these public ‘hotspots’. of expression and for the self-standing which is framed through a rights-based lens:
right of access to information. Various laws
Often these hotspots are off-limits to people have been enacted to give effect to these 1. Provision of free public access to the
with disabilities, children and womxn who rights, including the Promotion of Access to internet at government facilities;
may not feel safe in many of these areas or Information Act No.2 of 2000 (PAIA) and the 2. Provision of zero-rated2 access to
may not be able to physically access them Protection of Personal Information Act No.4 government websites;
at all. This already means that there are of 2013 (POPIA). These establish justiciable 3. Roll-out of free wi-fi in public spaces;
certain people who may be limited from rights1 which can be enforced through the 4. Provision of access to the internet as a
engagement in conversations and debates courts if the state fails to give effect to them basic municipal service;
about governance held in technologically in a constitutionally-compliant manner (MMA 5. Implementation of government
based platforms. This also means that the et al, 2019: 18). sponsored digital literacy and skills
most vulnerable persons in our society are development programmes;
more likely to be excluded from the benefits The report by MMA goes further to state that 6. Minimum protections3 in the provision of
that the internet brings, such as easier universal access “has been recognised in free access to the internet; and
participation in the labour market, online policy commitments and statements at the 7. Oversight and monitoring of the
work, and gaining access to health, financial domestic, regional and international levels. progressive realisation of free access to
and educational online resources, etc. which However, this is not borne out by the reality the internet.
are all benefits access to the internet brings. on the ground. Rather, South Africa continues
18
At its December 2017 National Conference, enabler for the rich and powerfully connected responses to the queries raised. For example,
as referenced by the Interactive Advertising to become richer. Local government is best the administration of many of the mobile
Bureau (2018), the ANC resolved to located to facilitate this level of inclusion of applications rests with the municipality’s
“encourage efforts by Government and the marginalised. Information Technology or Communications
the private sector to deploy broadband Unit, and then when a query is received (e.g.
infrastructure and services and also ensure water leak or pothole) it must be forwarded
accessibility of free wi-fi as part of the
Learning from how local to the relevant department which must then
development of economic inclusion. Free government is using respond to it. Many municipalities are yet
wi-fi must also be provided in rural areas as to achieve the level of internal coordination
well as metros and in all public schools, clinics,
technology to improve necessary to achieve a speedy response that
libraries, etc.” (IAB-SA, 2018) governance the technology intends to facilitate.
The South African government’s policy Many municipalities are already using There are a number of challenges that
position has been that: “while universal technology to communicate and reach out municipalities with online applications
service is the ultimate objective in South to their citizens. The national government indicate they have faced as a result of
Africa, universal access strategies will be put has also initiated its flagship digital project, introducing the online mobile applications to
in place to achieve communications for all GovChat, which is a social media platform facilitate ease of communication and speedy
in communities, and categories of persons that enables interactive communication service delivery. The section below captures
in need of demand-side subsidies, in the between government officials and and summarises some of these:
medium-term. The provision of free access communities across the country on service
must be made available to all persons in
South Africa, on an equal basis and without
delivery issues. It also provides information a. Ability to respond with
to citizens on who their ward councillor is,
discrimination” ( MMA, 2019:10). allows them to submit their service delivery speed
queries, rate the quality of their experiences
This policy stance of government seeks to with public servants, provides an opportunity Due to the poor coordination noted above,
align with the views as expressed by the for people to donate to communities in as a result of failures of municipalities to
MMA and others (i.e. Phakathi, 2019) that need, offering an early warning system for syncronise and coordinate service delivery
internet access should be regarded as municipalities as to what challenges are queries, the responsible departments fail to
a basic municipal service in the country, being faced in the local communities in respond to the service delivery queries on
alongside water, sanitation, and electricity. their jurisdiction, etc. This is not unique just time. Some departments noted their inability
Free internet will not only help the most to GovChat as many municipalities have to plan properly as service delivery queries
vulnerable to gain access to government their own platforms that provide the same are received from the online applications
services, but it also assists people in finding services and more. Some even conduct requiring that they respond in order of receipt
jobs, communicating with each other and customer satisfaction surveys through of the queries, thereby not prioritising certain
accessing online educational resources. these digital platforms like those of Nelson areas over others.
Universal access will help to achieve digital Mandela Bay Metro.
equity amongst citizens, including those One departmental head interviewed
living in rural areas. The challenge with these mobile applications indicated that the lack of a policy around
is that they are not widely known and their response to queries raised through the
South Africa, like many economies of its therefore are used only by those who know mobile application was problematic in that it
size, is fast approaching an era of the Fourth about them. In an interview with a senior meant that it was possible for his technical
Industrial Revolution (4IR) which could see member of the Eastern Cape Provincial team to be sent to one area time and time
it grow its domestic economy and see it government she indicated that she was not again for as long as residents in that area
compete as an economic force globally. The aware of GovChat, and wondered that if she were actively reporting queries through
country has so much to offer the world: it did not know about it, how much more this the mobile application. He viewed this as a
has a vibrant society, a youthful population, applied for the local community members potentially unjust distribution of resources in
natural resources, industries built and who should be using the platform. the municipality. He also indicated that since
sustained over time, a solid constitutional the introduction of the municipal mobile
democracy, and a private sector that is The introduction of a quick and accessible application, his department was receiving a
willing to assist. While grappling with chronic way for community members to report service significantly larger number of service delivery
poverty, widening inequality and rising delivery issues to the municipality in an faults reported in a single day than it had in
youth unemployment, technology provides efficient and effective way from the comforts the past. This he viewed as problematic in
a possibility for the country to meet its of their homes is an absolutely welcomed that the capacity in his department had not
present day challenges. Digital technology in and progressive intervention. However it increased in line of this increased demand.
South Africa has to support socio-economic serves no purpose if the municipality itself He indicated that it was physically impossible
transformation and not just become an is not structured in ways that facilitate rapid to respond to the service delivery queries and
19faults reported with the speed that the mobile responses to service delivery queries raised that affect affordability include the cost
app and the communication messaging of through the mobile platforms are potentially of devices, the applicable distribution and
the municipality promises. This view was concentrated in those areas where people retail channels, network equipment, and
shared by a few other departmental heads are not faced with bread-buying challenges, taxes, including excise duties. Not only is
from the various municipalities interviewed. in other words real poverty. the cost of a smart phone handset high,
but the cost of data in South Africa is
It would appear as though while the Accessibility and connectivity to mobile data extremely high. Mobile service providers
municipality intends to strengthen and wifi remains a precious commodity for in South Africa are being petitioned to
communication with its citizens and facilitate many South Africans, especially for those cut the cost of data. Research (Business
a rapid response to service delivery faults living in rural areas where accessibility, Report, 2018) shows that South Africa
reported, it had not thought carefully about long distances and generally lower levels has the third most expensive data cost
the pressure this would place on its existing of income are serious challenges. It is among BRICS4 countries, whilst a report
technical capacity and its ability to facilitate also important to remember that even in in Independent Online Newspaper (IOL)
such rapid response. One departmental head instances where free wifi is available at claims South Africa’s data costs are the
indicated that the municipality was slow in government hotspots, electricity is needed highest in the world. 1GB costs R150
approving the budget he needed to increase to charge devices. The ability to access in SA, compared to R11 in India, R22 in
the capacity in his team due to a limited and use the internet effectively is central to Nigeria and R23 in Namibia. However the
budget and a need to keep the salary budget the digital inclusion of South Africa’s poor. comparison needs to also take cost of
of the municipality relatively low. This is not Advocating for internet access for the poor living into account (Amandla.Mobi, 2016;
unique to any one municipality as the key is central in conversations about equality Serumula, 2019). A significant barrier to
message from the Treasury to municipalities and it has to be part of South Africa’s data and internet access for the poor in
has been that they must limit their spending economic, social and political discourse. South Africa is that many tend to have
and for municipalities to keep their salary Accessibility is only fully meaningful when limited access to finances and little or
budgets relatively low. Trying to achieve this, the poor have the skills and capacities no disposable income. There is a need
while increasing the demand on municipal required to use it to improve their lives and for municipalities to better understand
service delivery, technical response services those of their families and communities. the affordability challenges that their
will require a fine balancing act. What is clear poor citizens face and to help convince
is that with mobile technology comes an A concern that decision-makers should national government to implement
increased demand on the technical response face and grapple with is that of ensuring regulatory measures that are mindful of
services which is something municipalities affordable access to services. Factors this injustice.
need to keep in mind.
b. Access to mobile data
A challenge that the increasing use of
mobile applications has highlighted is that
of the accessibility of mobile data or wifi.
From conversations with municipal officials
it would appear as though the stance
of many municipalities on responding
rapidly to queries as raised through mobile
applications lands itself in the conversation
of inequity. Who has access to data and is
able to log in queries to the municipality
using mobile applications? We know from
the Stats SA research that a majority of
people in rural areas do not have access to
wifi. We also know that data in expensive in
South Africa (Kesler, 2019) and that if one
were faced with a choice of buying bread
over mobile data one should opt for bread.
So we can safely assume that those who
can afford data to access municipal mobile
platforms are those who are not faced with
a choice of either to buy bread or to buy
data. This in turn means that municipal
20c. A need to build the skills Noise and confusion as they lift up aggregated information
from the use of the app to inform
necessary to be tech-savvy the monitoring processes of national
We are spoilt for choice when it comes government. As such, municipalities feel
to choosing mobile apps and websites compelled to prioritise responses raised
The importance of digital literacy cannot to interact with government services. As through queries raised through this
be emphasised enough. It is important indicated, over and above municipality platform over their own. That GovChat is
for all as it has the potential to increase developed applications, GovChat provides not synchronised with locally based apps,
access to information that may unlock similar duplicated services. There are particularly those developed by local
people’s potential and improve their many other residents’ associations and citizens, is itself potentially problematic
lives. There should be a commitment civil society organizations which are in that it discounts the agency and
to develop skills across all sectors of developing and launching applications that creativeness of local citizens.
society, from children to the elderly, mxn do almost the same as what municipalities
and womxn (particularly in marginalised are doing, providing similar information Generally, app developers believe that
groups) in order to effectively realise and all asking the potential user to South Africans still prefer to use websites
the desired outcomes of the sustainable download and use their app. The space more than they do mobile apps. They
development goals. Such skills must be is not regulated, not by municipalities, believed that while mobile apps are
rights-based and must go beyond basic not by government or anyone. If an entity useful in providing information and to
literacy skills to include interventions that has means and resources, it can simply link municipalities and their citizens they
enable the users to meaningfully access develop and launch an app. This creates still believe that websites are a better
the internet and other Information and confusion and noise as all are competing and safer option to facilitate things like
Communication Technologies (ICTs) to for the attention of the same citizen. e-payments, more detailed information,
unlock their own potential as individuals Not only does it create confusion for the downloadable documents, facilitate civic
and as groups and to activate their user, but creates confusion for the local education, etc. Almost all app developers
agency. Clearly, if unchecked, our digital government practitioner who needs to interviewed felt that websites were by
revolution has a potential to reinforce respond to the queries and questions far the better, cheaper, faster and a
existing power structure inequalities in raised through these apps. more accessible and reliable option for
our society and to create new forms of South Africa’s poor. However, like mobile
discrimination and privilege. The apps developed by National Government apps, access to websites also requires
like GovChat are potentially problematic internet connectivity.
Table 2
MOBILE APP WEBSITE
My Ekurhuleni App Report issues on www.ekurhuleni.gov.za/
Nelson Mandela Bay Metropolitan Municipality (NMBM) App Pay my TV Licence
City Power App Renew car licence
EskomSePush (load shedding) Shopping
Namola (for security and any crisis) Query particular services
Capitec Internet banking
Joburg connect (user said he experiences frustrations as site is
Pick ‘n Pay
most of the time ‘under construction’)
Telkom NMBM Interactive Voice Response System to pay services
Telkom, MWeb and City of Cape Town (user said most sites are not
MyEskom
friendly as they don’t take into account people who are not tech savvy)
Whats App - for feedback on service delivery (user said she was
kicked out for challenging racism on a municipal Whats App group)
21Table 2 (previoius page) lists some examples • Amandla.mobi7 is a platform that aims to too many apps and websites, all adding to
of tech-based platforms for engaging citizens ‘turn every cell phone in South Africa into the confusion and noise. App fatigue will
that some municipalities have developed. a democracy tool’ through campaigns so result in users not wanting to download new
that people can connect with each other apps anymore. Reducing the confusion and
noise is of utmost importance, otherwise if
Ability to facilitate and call for action from government and
other institutions. It aims to amplify the left uncurbed there might just be too many
inclusive decision-making voices of black womxn from poor socio- apps with little impact achieved.
economic areas by equipping them with
National government has an extensive variety cutting-edge tools to organise and take One of the ways to help reduce the noise
of mobile applications and websites available to collective action. and confusion is to ensure that digital
consumers for services that cut across different • Grassroot8 is a civic tech tool platform that literacy programmes are rolled out which
sectors such as research, information, service allows mobile phone users to organise will help consumers with these choices.
delivery, advocacy and networking. meetings, take votes, mobilise and create When rolling out digital literacy programmes
action lists. Communities can also start decision makers must ensure that alternative
crowd funding campaigns to raise funds. ways are thought of to ensure that such
• Medicine Price Registry9 can be used to programmes reach the marginalised,
check what to expect to pay when you get particularly girls, womxn and disabled
a prescription from your doctor and find persons. When digital literacy programmes
possible generics for a branded medicine. are implemented, more often it is womxn
• #MineAlert10 shares mining activity who face more participation barriers than
information to promote public and private mxn. This is due to the multiple roles that
sector accountability in the mining sector. womxn perform in society, religious and
It enables users to access, track and share cultural norms, gender stereotypes, access
information and documents on mining to income, transport and now more than ever
applications and licences. safety concerns. Digital literacy programmes
must ensure that womxn understand how
• MobiSAM11 (Mobile Social Accountability
different technologies can help them actively
and Monitoring) connects Grahamstown
participate in the economy and in society, and
/ Makana residents in the Eastern Cape
how such technologies can help to improve
to their local municipality. The platform
municipal service delivery. It is not only
receives reports from citizens and passes
about lodging a pothole complaint, but more
the reports to the Makana Municipality.
so on how to utilise effectively technology to
• Municipal Money12 is a web-based and
ensure that municipal services are provided
mobile responsive tool developed to provide
to communities in a sustainable manner.
the public with municipal financial data.
• Open Gazettes13 and Open By Laws14 Decision makers and implementers of
are civic projects designed to help South digital literacy programmes must consider
Africans gain easier access to by laws and the differences in access and use between
Some technology based platforms like government gazettes. womxn in metros, small towns and rural
those of the Public Service Accountability • People’s Assembly15 is a website that areas, womxn of different age groups,
Monitor5 (PSAM) and the Parliamentary provides information about elected womxn with disabilities and womxn of
Monitoring Group6 (PMG) are well located representatives in Parliament and where different identities and sexualities, and how
when it comes to research, but struggle their nearest constituency offices are. such programmes affect black womxn.
when it comes to linking with community • The South African Cities Open Data If done right, digital literacy programmes
groups and advocacy activities. Municipal Almanac16 (SCODA) is a city-centric data will ensure that womxn and girls are made
apps tend not to deal with substantive portal that contains data and indicators more aware of their rights and online
issues, but rather facilitate quick reporting on issues such as city demographics, privacy protection laws so that using the
of leaks, potholes, and other such service productive cities, inclusive cities, internet does not lead to online (or real life)
issues that require a quick-fix. sustainable cities, and well-governed cities. harassment, discrimination and violence.
South Africa also has tech based platforms The private sector has also come to the fore Often civil society’s answer to enhancing
that focus on providing information only, as with innovative and solution driven apps. service delivery tends to be to just ‘develop an
an entry point to activate constituents. This There are numerous apps developed through app’. Civil society could however play a more
is useful for organizations that are looking to private funding particularly around security meaningful role in ensuring that standards
use data for greater participation in advocacy and community policing. are established for how information must
campaigns and community organizing. Such be packaged in ways that strengthen
initiatives include: From a consumer perspective, there are just government - citizen relations. An important
22yet often overlooked part of the solution intersectional approach noting race, class, bases are also, largely, solvable problems.
to changing online culture is by creating sex, disability, sexual orientation, economy It should not cost half a billion rand in
gender-sensitive content. This requires us and culture is favoured. When deciding 2019 to solve database problems.
moving beyond only implementing digital on the appropriate digital platform, those • By far the highest cost in Govtech projects
literacy programmes to creating real and surveyed for this article recommended that is not the technology, but the truly insane
meaningful efforts to capacitate especially practitioners and decision-makers should spend that has to go into navigating the
black womxn and girls to becoming online keep the following in mind: political bureaucracy.
content creators and digital app developers • Local government officials seem to be
(including design, back-end coding and • Be clear on what the app should do and resistant to provide smart phones to
content writing). Mobile applications have don’t expect it to do EVERYTHING. It won’t lower-level workers. This mindset needs
been the new gold rush of software. Like a slice your bread for you. Functionality and to change in order to facilitate the use of
gold rush, they will come to an end if app simplicity does the trick. digital technology at all levels.
fatigue compounded by noise and confusion • Some of the data collected with apps could
(and irrelevance) sets in. be sensitive, and some apps can easily be It must however be emphasised that the real
hacked. Security should not rely on a third benefits of the Fourth Industrial Revolution
Recommendations party. The app developer and government (4IR) cannot be realised holistically in the
must ensure that the server on which data country unless there is universal access to
The use of mobile phones and digital is stored is secured. data. Universal access offers an opportunity
platforms for communities and citizens to • Technology changes rapidly so for developing countries to transition to
engage with government is not enough. municipalities need to make sure that they the digital age. Womxn’s increased access
Municipalities must start framing their digital have budgets available to keep up with can potentially play a key role in poverty
discussions and decision making within a these technology changes. For example, reduction, the promotion of safe and healthy
humxn rights discourse rather than it solely converting from conventional electricity environments and to ensure the provision
being of a technical nature. This must be meters to new smart meters. of services to communities in a sustainable
done while also using a feminist framework • Many government problems are actually manner. The 4IR and the use of big data can
so as to better understand gender based really simple. They are often just database enable municipalities in South Africa to make
power dynamics and to ensure that existing problems, which are usually simple to use of artificial intelligence, cloud computing
power dynamics are not reinforced. An solve. Security and scalability of data and data analytics.
Conclusion
This article has attempted to shine a spotlight on the blind entrench inequality. Where a possibility for providing solutions that
spots that exist in the use and roll out of technologically based cannot be used by all for various socio-economic reasons exists,
communication solutions in local government. In the context of municipalities should devise solutions to bridge the gap.
this article, a blind spot is an area in your range of vision that you
cannot see properly but which you really should be mindful of. What Careful and considerate choices must be made so that digital
should we be seeing? We need to see that the 4IR must support platforms do not end up having the unintended consequence of
socio-economic transformation in South Africa. When deciding to being service delivery enablers to the rich and affluent suburbs,
use digital platforms to enable service delivery to communities in whilst putting a strain on poorer communities. Municipal decision
a sustainable manner, municipal decision makers must be fully makers need to fully understand the power dynamics in their
aware that the digital app environment is extremely dynamic and communities and how digital platforms can be an enabler for
rapidly changing. This means that there is constant competition womxn to gain greater access to municipal services and functions.
between different apps and between digital platforms and these It is important that municipal decisions shift what is in the
compete with conventional platforms like call centres. The noise blindspot into clear vision. By ensuring that the needs of womxn
from these competing voices often results in users being confused are met, municipalities will automatically ensure that the majority
about the best option to choose. Municipal decision makers of the population's needs are met. Not only will the majority of
must also have a sound understanding of their local community the population's needs be met, but it will mean that the needs of
dynamics, poverty and literacy levels, and must be mindful of who society’s most vulnerable are met.
the potential users of the proposed technology will be so as not to This is a good thing.
23References
Amandla.Mobi. 2016. To: MTN, Vodacom, Telkom, Neate, R. 2018. Global Pay Gap will take 202 Years
IAB-SA - Interactive Advertising Bureau
Cell C, Department of Communications, ICASA and to Close, says World Economic Forum. Available:
– South Africa. 2019. Free internet access
the Competition Commission. Sign the Campaign https://www.theguardian.com/world/2018/
for all South Africans should be a basic human
#DataMustFall. Available: dec/18/global-gender-pay-gap-will-take-
right. Available: https://www.iabsa.net/
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1
When such rights are violated, the aggrieved 4
BRICS - Brazil, Russia, India, China and South Africa 12
https://municipalmoney.gov.za/
party can seek legal recourse in court. 5
https://psam.org.za/ 13
https://opengazettes.org.za/
2 6
Zero-rating is the process of providing internet https://pmg.org.za/ 14
https://openbylaws.org.za/
access at no charge to the user. 7
https://www.amandla.mobi/ 15
https://www.pa.org.za/
3
Initiatives are in place to ensure that users are 8
https://www.grassroot.org.za/ 16
http://www.scoda.co.za/
protected and can enjoy the right to internet 9
https://mpr.code4sa.org/
access. This includes implementing standards 10
https://mine-alert.oxpeckers.org/
on data harvesting and monitoring/tracking 11
https://mobisam.net/
user behaviour etc.
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