The South African government has launched its ambitious Roadmap for the Digital Transformation of Government (often referred to as MyMzansi Digital Transformation Roadmap), setting out a phased, whole-of-government strategy to drag public service delivery into the modern digital era. The central goal is to modernise services, combat inefficiency and ensure a single, streamlined experience for citizens, drawing inspiration from successful global peers like India and the UK.

The government’s roadmap, anchored in the concept of Digital Public Infrastructure (DPI), is being led by tech entrepreneur, Melvyn Lubega through the newly established Digital Services Unit in the Presidency. The roadmap aims to dismantle fragmented legacy systems and deliver integrated public services safely, securely and seamlessly. The key initiatives are designed to create a “One Person, One Government, One Touch” system.

The plan includes developing a functional digital identity and a verified digital credential wallet. This will enable citizens to securely and remotely share personal information (ID, certificates, etc.), eliminating the need for physical visits to government offices for applications or services. This is expected to significantly reduce fraud and cut verification costs.

Melvyn Lubega: ‘Melvyn Lubega, appointed head of the Digital Services Unit in The Presidency.’

A real-time data exchange framework will allow different government departments to securely share data, meaning citizens will no longer have to repeatedly provide the same information to various state entities. Enhancements to the government payment system will enable inclusive, instant, and cost-effective payments, such as social grants, directly into mobile wallets or bank accounts. A central platform, tentatively branded MyMzansi, will consolidate all government information and services, providing a unified online access point for citizens.

The rollout is phased, with Phase 1 (2025–2027) prioritising social protection to deliver immediate, measurable impact on millions of vulnerable South Africans, linking social grants to employment and training opportunities. Phase 2 (2028–2030) will scale these technologies across other key sectors like healthcare, education, and business services.

Critical Analysis: Readiness and the Equity Challenge

While the vision is progressive and necessary, a critical analysis reveals significant challenges that could hinder the roadmap’s success and, more importantly, threaten an equitable transition. South Africa’s readiness is best described as a dual reality:

On the plus side, the country boasts relatively high mobile internet penetration (over 70% of households have access via a mobile phone) and a suitable policy framework. The establishment of dedicated coordinating bodies, like the Inter-Departmental Working Group (IDWG), is a positive step toward overcoming past issues of departmental fragmentation and siloed technology efforts.  The roadmap’s goal to leave “no one behind” is vital in one of the world’s most unequal societies, yet this is arguably its greatest vulnerability. The risk of exacerbating the existing digital divide is high.

Despite strong mobile connectivity, fixed-line broadband access remains low, especially in rural and low-income urban communities. For a DPI built on reliable online access, this disparity means that citizens in digitally underserved areas will continue to rely on costly, time-consuming physical visits to government offices, effectively creating two tiers of service delivery.

A lack of basic and intermediate digital literacy across the general population, particularly among older citizens and those in marginalised communities, is a profound barrier. Simply providing an online portal is not enough if a significant portion of the population lacks the skills or confidence to use it productively for higher-order tasks like managing a digital ID or applying for complex grants.

While access is increasing, the cost of data and smart devices in South Africa remains a significant barrier to meaningful inclusion. Unless the government aggressively tackles the supply-side costs (e.g., taxes on devices), existing income inequality will directly translate into digital inequality.

In summary, the Digital Transformation Roadmap represents a bold, globally-aligned strategy with the potential to fundamentally improve governance and citizen experience. However, its success hinges not just on rolling out new technology, but on its ability to aggressively address the structural inequalities of infrastructure, skills, and affordability that threaten to convert a vision of universal access into a reality of unequal adoption.