Digital transformation has emerged as a new way of doing business using technology. Many national governments have adopted the use of digital tools, but its adoption by local governments, particularly in developing countries, presents some challenges. This research was aimed at helping Pemba Town Council in Zambia to explore how it can improve service delivery to its citizens through the use of digital tools. The council lacks basic information and communication technology (ICT) infrastructure and ICT-enabled systems which affects how it interacts with citizens and the timely provision of services to its citizens.
Using an action research methodology, researchers engaged the community and the local authority through focus group discussions and key informant interviews. The findings highlight the valuable role that citizens play in local decision making. They also show that despite some challenges, the local authority and stakeholders were enthusiastic about digitising services, and their input helped to inform the development of a digital strategy for the Council. The strategy outlines Pemba’s digital transformation roadmap for a period of five years (2022-2026). It is recommended that such engagements continue throughout the implementation period to ensure that the process remains people driven.
This research is the result of an “Impact Research Grant” – an innovative approach to research that starts from the policy end. Following the request from Pemba Town Council in a Local Democracy Lab, this project really connected research and practice with a clear aim to assist the local government in their pursuit of digitalization.