The Cape Gateway Project is the first step to providing government services through an electronic medium to citizens in the Western Cape Province of South Africa. The project centers on developing an information resource which will be accessible to the public through an online portal, a telephone contact centre and a centrally located walk-in resource centre in Cape Town. Bridges.org was engaged to conduct an independent evaluation of the Cape Gateway Project, specifically whether the portal element employed best practice in e-government and delivered “real access” to online government information to citizens.

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Table of contents

EXECUTIVE SUMMARY
ACKNOWLEDGEMENTS
TABLE OF CONTENTS
1 INTRODUCTION
2 ABOUT THE CAPE GATEWAY DEVELOPMENT PROJECT

2.1 Cape Gateway project overview within the Cape Online Programme of projects
2.2 The institutions involved
2.3 The target audience for the portal
2.4 The technology used
2.5 The content materials used
2.6 Deliverables

3.1 Best practice evaluation
3.2 Real Access evaluation
3.3 Limitations of this evaluation

4.1 Do some homework and learn from best practice in the field
4.2 Build a solid foundation
4.3 Set concrete goals and outline a plan with achievable steps
4.4 Appoint effective leadership
4.5 Follow the implementation plan
4.6 Critically evaluate efforts and adapt as needed

5.1 Physical access to technology
5.2 Availability and use of relevant content
5.3 Appropriateness and use of the portal for information collection from citizens
5.4 Appropriateness of portal to local conditions
5.5 Affordability of access to the portal for citizens
5.6 Sustainability of portal by government
5.7 Skills required by citizens in order to use the portal effectively
5.8 Reliability of the portal
5.9 Integration of the portal and online government information into customers and citizens daily routines
5.10 Socio-cultural factors that affect technology use
5.11 Confidence in technology use in terms of privacy, security, or cybercrime
5.12 Public enthusiasm for technology use
5.13 The effects of the national legal and regulatory framework on technology use
5.14 Public support of government activities and political will in government to enable widespread technology use throughout society
5.15 Relevance to the citizens of the Western Cape
5.16 Impact of the portal on the community and larger society

6.1 Key findings of the evaluation
6.2 Unforeseen constraints and challenges arising that need to be addressed
6.3 Key lessons learned in this project and opportunities for the future

Acknowledgements

We would like to thank all of the staff at Cape Gateway Project and members of the Knowledge Economy & E-Government Branch of the Provincial Government of the Western Cape who gave up time in their busy schedules to be interviewed and provide us with documentary information about the project for this evaluation. In particular we would like to thank Dr. Harold Wesso, Head of the Knowledge Economy & E-Government Branch, for allowing us free access to his Branch and staff, and for giving us the opportunity to evaluate this innovative project. Throughout the evaluation Dr. Wesso's strong direction has been evident, and we applaud his leadership as a local champion for technology use in a way that will ultimately benefit all citizens of the Western Cape Province. We would also like to thank Petro van Rhyn and Nikki Fielies for organising the on-site visits and interviews.