Engagement of stakeholders in government website communication has emerged as an important strategy that can build trust, improve transparency and strengthen loyalty between governments and their citizens. This is because websites provide access to a broader spectrum, offer unlimited storage of information and rapid feedback. This main purpose of the study therefore was to find out how the Lesotho and South African national governments utilise their websites to engage stakeholder’s in websites communication for maintaining and building mutual relationships. The literature review for this study covered the role of public relations in government, different kinds of governments’ stakeholders and the importance of engaging stakeholders in website communication for relationship building and maintenance of such relationships. The methodology that was employed involved analysis of twenty websites which were selected using purposive sampling technique. Coding sheets were designed and used to collect data based on the three principles of dialogic communication namely: Ease of interface, Generation of return visits, Usefulness of information and the two models of communication which are One-way communication and Two-way communication. The results revealed limited efforts for stakeholder’s engagement in both Lesotho and South African government ministries and made recommendations on how this challenge can be addressed. The study concluded that the two countries can improve stakeholders’ participation and engagement in websites communication by aligning their websites with the three principles of dialogic communication and two models of communication.

The number of citizens, who access e-Government websites, is growing significantly and their expectations for additional services are increasing. The Internet has become an essential instrument to distribute information to citizens. Poorly designed websites, however, can divide governments and its citizens. Consensus amongst researchers is that user experience (UX) is an important factor in designing websites specifically e-Government websites. Problems, experienced with website usability, prevent people from accessing and eventually adopting technology, such as e-Government. Countries, such as the United States, United Kingdom and Canada, have shown increased support for UX in e-Government websites. At present, a number of guidelines and design principles exists for e-Government website UX design; however, the effectiveness of the implementation of these guidelines and principles depends on the profiles of the individuals on a website development team and on an organisation’s understanding of UX. Despite the highlighted importance of UX, guidelines and principles are rarely adopted in South African e-Government websites. Usability and UX guidelines cannot be implemented; if there is no executive support; an inadequately trained staff; no routine UX practice; insufficient budget; inefficient use of usability methodologies and user-centred design (UCD) processes. The challenge at present in the UX design field is the institutionalisation of UX, specifically at government level. The goal of this research was to propose and evaluate a methodology to institutionalise UX in South African Provincial Governments (PGs), named the “Institutionalise UX in Government (IUXG) methodology”. The research used the Western Cape Government (WCG) in South Africa as a case study to evaluate the proposed methodology to institutionalise UX in a South African PG. The IUXG methodology (1.0) was proposed from five UX methodologies, as well as from best practices found in literature. The IUXG methodology (1.1) was updated, based on results of a survey to South African PGs, a survey to WCG employees, as well as literature from the WCG. The IUXG methodology (2.0) was updated a final time, based on the case study results and on a confirmation survey with WCG employees after the implementation of the case study. The research study made use of three surveys during this research. The first survey, incorporating UX maturity models, confirmed that understanding and buy-in of UX are limited and that UX maturity levels are low at South African PG level. The second and third surveys were administered to WCG e-Government website officials before and after the implementation of the IUXG methodology. The surveys measured the UX maturity level of the WCG in the component, e-Government for Citizens (e-G4C), responsible for the WCG e-Government website. The final survey results demonstrated that, after the implementation of the IUXG methodology, the WCG improved its level of UX maturity on the identified UX maturity models. Implementation of the IUXG methodology institutionalised UX in the WCG. UX activities became standard practice in the e-Government website environment after the systems development lifecycle (SDLC) incorporated UCD. UX policy, strategy and guidelines were documented for the WCG e-Government website. The WCG constructed the first usability testing facility for a South African PG and improvements to the WCG e-Government website were implemented. The proposed IUXG methodology institutionalised UX in the WCG e-Government website environment. This research is a major contribution, to addressing the current lack of UX practices in South African PGs. South African PGs can use the proposed IUXG methodology to institutionalise UX and it will assist PG officials to develop increased UX maturity levels. The advantage of the IUXG methodology is that it provides PG officials with a step-by-step method how to institutionalise UX in a PG by following the six phases of the IUXG methodology: startup, setup, organisation, method, standards and long-term. The IUXG methodology will assist South African PGs to establish UX practice as a norm. The IUXG methodology will assist PGs with the resources, methods and tools to enable them to implement UX guidelines, which will result in an improved, more usable and more user-centric PG e-Government website.

M. Tech. Business Information Systems / The government's intention is to extend the provision of government services to citizens beyond the traditional boundaries of time and space. Additionally to the face-to-face provision of government services, this could also be achieved through utilization of the Internet and the evolving information and communication technologies. This concept is what has brought about what is called the electronic government or e-government as some would refer to it. E-government is meant to facilitate service provision to citizens and businesses that the government has a mission to serve - including those handicapped due to physical, social, economic, geographical or cultural factors - independent of time and space. Equity and fairness, which drive governments social inclusion, dictate that disadvantaged groups should not experience inferior access to public services compared to other groups. Therefore, no matter what channel is decided upon by government to use to provide these services, it remains government's responsibility to cater for all its citizens and residents. How e-government is accepted and utilized by South African residents, especially in rural areas, is not adequately and properly understood. This study utilized and applied Unified Theory of Acceptance and Use of Technology to explore the acceptance and use of e-government in rural South Africa.