E-government and service delivery in Lesotho

Abstract

The Fourth Industrial Revolution (4IR) altered how institutions and people interact and operate in various contexts. Technological advancements through e-government have resulted in more responsible, transparent, effective, and efficient governance and service delivery in Lesotho. The adoption of e-government and its influence on service delivery in Lesotho are examined in this study using a systematic scoping review process guided by the PRISMA 2020 framework. Using the Technology Acceptance Model (TAM) as its theoretical lens, the study argues that citizen adoption is dependent on perceived usefulness and ease of use, both of which are significantly hindered by local constraints. The evaluation acknowledges gains made through programmes such as the 2013 e-Government Infrastructure Project, which has increased efficiency and transparency, particularly in metropolitan areas such as Maseru. Nevertheless, it also draws attention to a notable implementation gap, with a sizable urban-rural digital divide that marginalises rural residents due to inadequate infrastructure, expensive ICT, and restricted coverage. Serious accessibility issues are also exacerbated by inadequate digital literacy and the predominance of English over Sesotho on government websites. According to the study, resolving these problems calls for a multifaceted strategy. Investing in rural digital infrastructure, lowering access fees, requiring multilingual and accessible digital content, and starting national digital literacy initiatives are all part of this strategy to transform e-government into a tool for equitable service delivery and inclusive development for all Basotho.