Title: Barriers to digital inclusion in service delivery in South Africa: a systematic review

Authors: Takudzwa Musekiwa; Stellah Lubinga; Tyanai Masiya

Addresses: School of Public Management and Administration, University of Pretoria, Lynnwood Road, Hatfield, Pretoria, 0028, South Africa ' School of Public Management and Administration, University of Pretoria, Lynnwood Road, Hatfield, Pretoria, 0028, South Africa ' School of Public Management and Administration, University of Pretoria, Lynnwood Road, Hatfield, Pretoria, 0028, South Africa

Abstract: This research explored the barriers to digital inclusion in service delivery in South Africa. It utilised the preferred reporting items for systematic reviews and meta-analyses (PRISMA) guidelines and conducted a thorough search of various databases to identify pertinent literature that met the predetermined inclusion criteria. The study found that despite the profound benefits of digital inclusion in service delivery, existing challenges include a lack of access to the necessary devices, to access digital services; unreliable internet access; and a lack of knowledge of digital services. There is a need to provide resources to help citizens gain access to affordable internet services and help marginalised groups improve their digital literacy and skills. The study provides valuable insights for politicians, public managers, and government administrators. These insights can inform the development of more effective interventions aimed to foster transformative leadership for digital inclusion. This review addresses several vulnerable groups and highlights the digital inclusion of indigenous populations.

Keywords: digital inclusion; digital divide; service delivery; digital accessibility; South Africa; digital literacy; digital connectivity.

DOI: 10.1504/IJEG.2025.148154

International Journal of Electronic Governance, 2025 Vol.17 No.2, pp.138 - 160

Received: 22 Aug 2024
Accepted: 04 Mar 2025
Published online: 27 Aug 2025 *

Full-text access for editors Full-text access for subscribers Purchase this article Comment on this article