e-government social exclusion and satisfaction among Namibian citizens: a case of a Namibian government ministry

The literature shows a growth in the number of publications on e-Government in some African countries, but little is known on e-Government in Namibia. Furthermore, few studies evaluated e-Government from the citizens' perspective in an African context. The study argues that the focus on e-Government has to shift to the citizens' viewpoint and determine the impact on different segments of the population. Accordingly, this study investigates factors contributing to social exclusion in Namibia. Namibia has an e-Government framework for the years 2014 to 2018 and hence there is a need to evaluate the progress on e-Government implementation. The study is an exploratory case study in a governmental Ministry using questionnaires and interviews. Participants included citizens seeking services and government officials providing the services. The findings include the need for e-government services to be interactive, accessible and available on mobile phones.