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Digital Service Delivery In Africa

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Digital Service Delivery In Africa

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Author : Ogechi Adeola
language : en
Publisher: Springer Nature
Release Date : 2022-02-07

Digital Service Delivery In Africa written by Ogechi Adeola and has been published by Springer Nature this book supported file pdf, txt, epub, kindle and other format this book has been release on 2022-02-07 with Business & Economics categories.

The dynamics of the world’s pervasive digital technologies is transforming organisations and enabling enterprises to create sustainable competitive advantage. This presents huge economic opportunities for Africa. This book responds to the need for African enterprises and organisations—particularly those in the service sector—to fully exploit the inherent potential in digital platforms by putting in place processes to respond effectively to changing consumer demands. Digital service delivery is conceptualised as a key driver of effective management and service delivery across the value chain of businesses. The authors offer insights into the opportunities, drivers, structures, and models of digital service delivery specific to the African context, using case studies and country-based themes that highlight how the adoption of digital platforms and practices can transform service delivery for value-creation. The book examines the scope and applications of digital businesses, emphasising the emergence, value-creation, and strategic implications for Africa’s private and public enterprises. Students, entrepreneurs, IT innovators, academics, and policymakers will gain a greater understanding of how digitalisation is shaping consumer expectations, industry practices, and service delivery in Africa.

Digital Innovations Business And Society In Africa

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Author : Richard Boateng
language : en
Publisher: Springer Nature
Release Date : 2022-01-01

Digital Innovations Business And Society In Africa written by Richard Boateng and has been published by Springer Nature this book supported file pdf, txt, epub, kindle and other format this book has been release on 2022-01-01 with Business & Economics categories.

For African enterprises, entrepreneurs and governments to take full advantage of new digital opportunities, they need a shared strategic understanding of where they are, what they have, and what they may need to have for the future. This book presents this shared strategic vision to guide future coordinated actions of African enterprises, entrepreneurs, consumers/citizens and governments in using new and emerging digital technologies. It showcases how consumers/citizens, entrepreneurs, organisations, institutions and governments are leveraging new and emerging digital innovations to disrupt and transform value creation and service delivery in Africa.

Emerging Issues And Prospects In African E Government

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Author : Sodhi, Inderjeet Singh
language : en
Publisher: IGI Global
Release Date : 2014-07-31

Emerging Issues And Prospects In African E Government written by Sodhi, Inderjeet Singh and has been published by IGI Global this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014-07-31 with Political Science categories.

Efforts have been made toward the application of electronic government in the developing world, yet questions of how to best implement governance systems and address concerns from officials and citizens alike remain to be answered. Emerging Issues and Prospects in African E-Government explores relevant practices, trends, and potential challenges facing fledgling governments in the digital era. This book focuses on the establishment and maintenance of e-government in various African countries, providing critical insights for government bodies, policymakers, administrators, and public sector researchers working in local, state, and national governments around the world.

Oecd Digital Government Studies Promoting The Digital Transformation Of African Portuguese Speaking Countries And Timor Leste

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Author : OECD
language : en
Publisher: OECD Publishing
Release Date : 2018-11-30

Oecd Digital Government Studies Promoting The Digital Transformation Of African Portuguese Speaking Countries And Timor Leste written by OECD and has been published by OECD Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 2018-11-30 with categories.

The public sectors of African Portuguese-speaking countries and Timor-Leste (PALOP-TL) have made significant progress in mobilising digital technologies to promote internal efficiency, simplify government procedures and improve the delivery of public services.

Promoting The Digital Transformation Of African Portugese Speaking Countries And Timor Leste

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Author : OECD
language : en
Publisher: Org. for Economic Cooperation & Development
Release Date : 2019-01-08

Promoting The Digital Transformation Of African Portugese Speaking Countries And Timor Leste written by OECD and has been published by Org. for Economic Cooperation & Development this book supported file pdf, txt, epub, kindle and other format this book has been release on 2019-01-08 with Internet in public administration categories.

Customer Service Delivery In Africa

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Author : Robert Ebo Hinson
language : en
Publisher: CRC Press
Release Date : 2024-02-26

Customer Service Delivery In Africa written by Robert Ebo Hinson and has been published by CRC Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2024-02-26 with Business & Economics categories.

Customer service management is one of the key pillars of today’s business environment. Businesses operating in sub-Saharan Africa and other frontier markets have begun to embrace the concept of customer service management, with many incorporating the notion into their mission statements – with many forward-thinking companies transitioning from a transactional to a more strategic view of the customer. As customers have evolved and transformed from "passive audiences" to "active players" businesses are moving away from "the old industry model that sees value as created from goods and services to a new model where value is created by experiences". Today, businesses and customers create value through customised, co-produced offerings. This co-creation of value helps firms highlight the customer’s or consumer’s point of view and improve the front-end process of identifying customers’ needs. Given the increasing recognition of the customer as a co-creator of value, perceptions of customer service quality during COVID-19 and afterwards matter to businesses in Africa looking to thrive in a new post-COVID era since customers increasingly face several choices in the bid to access consumer products and services. This book consists of seven chapters beginning with an overview detailing the importance of customer service matters to Africa’s development and ending with a discussion of the future directions for enhanced customer service delivery in Africa. Each chapter in this book includes actual customer service and delivery practices from various countries on the African continent, including Egypt, Ghana, and South Africa, and uncovers the challenges, successes, and potential areas for improvement in delivering quality customer service.

Digital Access And E Government Perspectives From Developing And Emerging Countries

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Author : Mothataesi Sebina, Peter Mazebe II
language : en
Publisher: IGI Global
Release Date : 2014-03-31

Digital Access And E Government Perspectives From Developing And Emerging Countries written by Mothataesi Sebina, Peter Mazebe II and has been published by IGI Global this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014-03-31 with Law categories.

Access to government information faces many roadblocks in developing and emerging economies due to lack of appropriate legal frameworks and other requisite information laws. However, there is hope that many countries are now recognizing the importance of providing access to public information resources. Digital Access and E-Government: Perspectives from Developing and Emerging Countries explores the relationships that exist between access to information laws and e-government. It shares the strategies used in encouraging access to information in a variety of jurisdictions and environments, to be of use to e-government designers and practitioners, policymakers, and university professors.

Age Inclusive Ict Innovation For Service Delivery In South Africa

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Author : Vera Roos
language : en
Publisher: Springer Nature
Release Date : 2022-10-03

Age Inclusive Ict Innovation For Service Delivery In South Africa written by Vera Roos and has been published by Springer Nature this book supported file pdf, txt, epub, kindle and other format this book has been release on 2022-10-03 with Political Science categories.

E Governance In Africa From Theory To Action

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Author : Gianluca Misuraca
language : en
Publisher: IDRC
Release Date : 2007

E Governance In Africa From Theory To Action written by Gianluca Misuraca and has been published by IDRC this book supported file pdf, txt, epub, kindle and other format this book has been release on 2007 with Computers categories.

Integrating information and communication technologies (ICTs) into governance processes can greatly enhance the delivery of public services to all citizens. ICT integration will not only improve the performance of governance systems, it will also transform relationships amongst stakeholders, thereby influencing policymaking processes and regulatory frameworks. In the developing world, however, the potential of ICTs for effective governance remains largely unexplored and unexploited. This book presents the context, theory, and current thinking on the interaction between ICTs and local governance, particularly in Africa. It discusses the shift from OC governmentOCO to OC e-governance, OCO describes the role of local-level authorities, and presents the benefits and limitations of introducing ICTs in government operations. Case studies from Ghana, Senegal, South Africa, and Uganda describe local governance/ICTs projects executed by civil society organizations, academic institutions, and government authorities. Drawing from the findings in these case studies and from the introductory research and original conceptual framework, the book presents a series of conclusions and recommendation on the future of effective ICTs use for better governance and improved economic development at the local level. This book will be of interest to professionals, practitioners, and policy advisors at local and national government levels in developing countries (particularly in Africa); international organizations staff, bilateral aid agencies, international financial institutions, civil society organizations, and private sector; researchers, academics, students, and professors of public administration and governance in Africa and throughout the world."

Customer Service Management In Africa

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Author : Robert Hinson
language : en
Publisher: CRC Press
Release Date : 2020-05-07

Customer Service Management In Africa written by Robert Hinson and has been published by CRC Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2020-05-07 with Business & Economics categories.

Customer Service Management in Africa: A Strategic and Operational Perspective (978-0-367-14337-4, K410515) "Customer Service is Changing!" The message of 34 authors featured in Customer Service Management in Africa: A Strategic and Operational Perspective is clear: Today’s consumers are no longer ‘passive audiences’ but ‘active players’ that engage with businesses at each stage of product or service design and delivery systems. Consumer demands and expectations are also increasingly being dictated by changing personal preferences, enhanced access to information and expanding digital reality. The customer service principles – strategic and operational – advocated by these authors are universal, but particularly compelling as they apply to Africa’s unique and dynamic operating environment. In recognition of the importance of excellent customer service, this comprehensive and well-timed book provides an essential guide on the increasing role of the customer to business success. This book discusses the management and delivery of customer service under seven broad themes: Customer Service as Shared Value, Customer Service Strategy, Customer Service Systems, Customer Service Style, Customer Service Culture, Customer Service Skills and Customer Experience – Advancing Customer Service in Africa. Central questions posed and addressed include: What is the new definition of customer service management? How should organisations position themselves to create value for customers and stakeholders? How should employees project themselves to align with customer service promises made by their organisations? Overall, this book provides strategic and operational insights into effective customer service management in Africa. The customer service management concepts, roles and practices outlined, particularly as they apply to the African context, make it an important addition to scholars’ or practitioners’ reference works.

Digital Service Delivery In Africa

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