DIGITAL INCLUSION: STRENGTHENING LOCAL GOVERNANCE AND SERVICE DELIVERY

As digital tools become increasingly central to local government operations, digital inclusion must become a non-negotiable. It is the thread that connects innovation to impact, and policy to people. Municipalities that lead with inclusion - ensuring that services are designed for access, not just efficiency - will not only improve delivery, but also deepen trust and participation in the years ahead.

As municipalities across South Africa embrace digital transformation, one reality becomes increasingly clear: the full promise of digital service delivery can only be realised when all residents are included. Digital inclusion - the ability of individuals and communities to access and use digital technologies effectively, is not just a social imperative, it is a governance necessity.

For local government, the shift to digital platforms has introduced new efficiencies. Online billing systems, GISbased infrastructure mapping, WhatsApp chatbots, mobile apps, and data dashboards now help streamline service delivery and improve responsiveness. Yet these systems only succeed when the people they serve are empowered to use them.

Closing the Access Gap

Despite this progress, a significant digital divide persists. Many residents in rural areas, informal settlements, and lowincome communities still lack access to affordable data, devices, and digital skills. For these communities, online platforms remain out of reach and so too do the benefits of digitised service delivery.

A municipality may launch a smart reporting app or an online housing registration system but if large portions of the community are unable to access or navigate it, the service risks deepening exclusion rather than solving it.

Municipalities must therefore see digital inclusion not as a separate issue, but as a foundational part of service planning and delivery. If inclusion is not prioritised from the outset, digital projects may fail to reach their intended impact.

Resourcing Digital Inclusion

Practical solutions do exist. Some municipalities have made strides by introducing free Wi-Fi hotspots in hightraffic public areas, enabling residents to access e-services without incurring data costs. Others are establishing digital help desks in community centres or libraries where residents can get assistance with online forms or account queries.

Importantly, partnerships with national and provincial departments, private companies, and development agencies can amplify these efforts. Digital literacy training for youth, device donation schemes, and support for mobile-friendly platforms all contribute to inclusive progress.

Planning for digital inclusion means understanding where the gaps are and allocating people, platforms, and support where they’re needed most. Inclusion cannot be an afterthought; it must be integrated into municipal ICT strategies, public participation processes, and community development plans.

Unlocking the Value of Participation

One of the most overlooked benefits of digital inclusion is its power to strengthen democracy. When residents can access information, submit complaints, attend virtual consultations, and track municipal performance online, they become active participants in governance not just passive recipients of services.

This participation strengthens transparency, boosts accountability, and helps build public trust all of which are essential for municipalities working to improve audit outcomes and community relations.

In short, digital tools do more than modernise operations they can transform relationships between municipalities and the communities they serve. But only if everyone can log on.