Submitted in fulfillment of the requirements for the Master of Information and Communications Technology Degree, Durban University of Technology, Durban, South Africa, 2017. / Telecentres are a means of allowing members of disadvantaged communities access to information and communication technologies (ICTs) so that they are included in the digital world. Thorough literature searches, along with communication with the Uni-versal Service Access Agency of South Africa (USAASA) indicated that there was no common operational monitoring model for Telecentres. The lack of such a model re-sulted in a lack of real time user and usage profile information to provide strategic business insights for managers. To obtain the requirements for this model, different stakeholders of South African Telecentres were consulted, and these consultations were supplemented by research studies based on international Telecentres. After a detailed evaluation of the different research methodologies, positivism and re-ductionism were selected as the most appropriate conceptual frameworks for the re-search. The research design included both quantitative and qualitative research meth-ods. Requirements engineering was used to provide a number of different methods for verification and modelling. The UML methodology was used to represent the TeleMun monitoring model. A specific UML diagram, the activity diagram, was used to validate the phase consistency of the TeleMun model using the semiformal tool of VeriScene. The choice of methods depended on several factors, for example, the problem domain, and the nature of the solution required, amongst others. Design science methodology was selected as an overarching methodology to encompass the full process from re-quirements to the final design and reporting phases. This methodology was used both in the design of the model and in the design of VeriScene. (The literature review had revealed that there was a gap concerning appropriate phase consistency tools to ensure consistency between the requirements and design phases. To address this gap, a tool ‘VeriScene’ was developed to provide this consistency). In order to analyse these re-quirements, a combination of different appropriate methods was selected, providing the design strength associated with triangulation. These requirements engineering methods were applied to derive the TeleMun model. Thus the monitoring model, TeleMun, was developed, verified and partially validated using several requirements engineering methods. The model is designed at a high level and therefore can be modified to suit other local and international Telecentre opera-tions. / M