Factors influencing the design and implementation of accessible e-Government services in South Africa

As governments embark on providing their services online (e-Government services), it is imperative for them to ensure that these services remain accessible to all online users. Prior studies have demonstrated that providing accessible online services remains a challenge for most governments, and more so for developing countries. This study seeks to identify and better understand the factors influencing the design and implementation of accessible e-Government services. The study employed qualitative semi-structured interviews in order to collect primary data from twelve government employees working as developers, designers, business analysts, and the management team. The data were analyzed using thematic analysis. This study identifies two key factors influencing the design and implementation of accessible e-Government services, namely: organizational structures and stakeholder supporting structures. Furthermore, the findings explain how these factors affect the current practices of designing and implementing accessible e-Government services. Four practices in use were recognized as instrumental in the design and implementation of accessible e-Government services. These are: (i) championing accessibility; (ii) adoption of an omni-channel approach, as well as digital learning and awareness; (iii) development of inhouse guidelines and best practices, as well as support for developing assistive technologies; (iv) and lastly, reflective practices. The study discusses the implications of these findings for future studies.