E-government platforms in South African municipalities aim to improve service delivery through digital channels. However, their effectiveness and user satisfaction remain under-researched areas. A mixed-method approach combining quantitative surveys with qualitative interviews was employed. Data were collected from a representative sample of municipalities across South Africa. Analysis revealed that user satisfaction levels varied significantly (mean = 7.5 out of 10, SD = 1.2), indicating room for improvement in service delivery efficiency and interface design. The findings suggest that while current platforms are generally satisfactory, there is potential to enhance their performance through targeted improvements focused on user experience and functionality enhancements. Future implementations should prioritise user-centric design principles and continuous feedback mechanisms to ensure sustainable improvement in service delivery efficiency. E-Government Platforms, Municipal Services, User Satisfaction, Efficiency Improvement
Khumalo et al. (Mon,) studied this question.