| Abstract |
Contemporary urban challenges necessitate innovative solutions, and the exploration of smarter urban environments, fueled by cutting-edge technologies, emerges as a promising avenue for addressing intricate issues, particularly those related to public service delivery. This study specifically aims to elucidate how the use of social media in Citizen-Based Monitoring (CBM) of public service delivery fits within the broader context of the smart city. Employing a mixed-methods approach, the research utilises online surveys to assess citizen acceptance of social media in monitoring public services. Simultaneously, in-depth interviews engage various stakeholders, including government officials, community organisation representatives, local media outlets, and academics. The study unravels significant variations in the acceptance of social media for CBM among stakeholders, revealing marked disparities between groups with different levels of trust or reliance on technology. Notably, the research highlights a discernible reluctance within most government organisations to embrace social media as a CBM tool. The insights from this research illuminate the complex landscape of perceptions and acceptance levels regarding social media's role in monitoring public service delivery within the South African context. This understanding is pivotal for formulating effective Smart City strategies and fostering collaborative initiatives between citizens and governmental entities. |
