Philosophiae Doctor - PhD / E-government should be at the heart of service delivery in developing countries if the life of citizens, especially the socially and economically marginalised, is to be improved. Often in developing contexts, citizens have been treated as recipients of such interventions, in a top-down approach from central governments, resulting in the non-use of such interventions. A situation of non-use of e-services results in wastage of the public fiscus. The extant literature points to a number of underlying causes of the problem. One such problem is the “Design-Reality Gap."