Delivering Citizen-Centric M-Government Services in Africa

Abstract

This study examined critical success factors that need to be taken into account in planning and implementing citizen-centric m-government services. Qualitative data was collected and analysed using thematic analysis. The study findings point to the need to consider a number of factors in planning and implementing m-government initiatives, including ensuring the personalisation of services for targeted individuals by using multiple delivery channels; the availability of information in mobile-enabled format; that task requirements and the way information is presented help enhance ease of use; that the cost of access does not become a hindrance to the use of m-services; and that services are provided in a secure manner. Failure to take these factors into consideration will negatively impact the successful implementation of m-government projects.