Strategic Alignment of Information and Communication Technology (ICT) for Enhancing Service Delivery in eThekwini Municipality, South Africa
Purpose: To examine the role of strategic alignment in implementing Information and Communication Technology (ICT) within eThekwini Municipality to enhance municipal service delivery. In eThekwini, the absence of a cohesive ICT strategy aligned with municipal goals has led to inefficient resource allocation and limited service improvements. Design/Methodology/Approach: A mixed-method approach was employed which consisted of 331 quantitative data and 7 qualitative data. An observation tool was used to triangulate data by translating, coding, and categorising information, and quantifying qualitative data. To ensure trustworthiness, criteria such as authenticity, reliability, credibility, transferability, and generalisability were applied, along with measures to reduce bias and confirm validity. Data collection methods included participant observation in a local government setting, archival records, and semi-structured interviews. Findings: Results reveal a significant gap in the alignment of ICT strategy with the municipality’s broader strategic goals. There is a critical need for top-level prioritisation of ICT governance, comparable to other essential governance functions. Poor communication about ICT roles and responsibilities. Findings underscore the value of strategic alignment in realising ICT’s potential to streamline operations, increase transparency, and improve citizen engagement Practical Implications: Municipal leaders must prioritise ICT as a strategic governance function. Engagement of executive leadership, ongoing training, and strategic participation are essential to ensure ICT investments translate into improved public services and citizen satisfaction. Originality/Value: This study provides a framework for analysing ICT governance in municipal contexts and identifies actionable strategies to establish a more integrated, strategically aligned ICT approach within eThekwini. It contributes to broader discussions on smart city development and ICT-driven public sector transformation, offering a roadmap for municipalities aiming to improve service delivery through better ICT integration.