BRIDGING THE DIGITAL DIVIDE: DSD GEARS UP FOR A FUTURE-FORWARD TRANSFORMATION

By Cuma Pantshwa

• The Department of Social Development’s Information Management, Systems and Technology unit is currently hosting a forum focused on unifying and accelerating digital transformation in government.
• ⁠The three-day forum seeks to break the long-standing siloed approach between national departments, provinces, and agencies, aligning efforts to build a smarter, more responsive public service.
• Service delivery is no longer just about addressing social ills or alleviating poverty; it is about making a real impact through technology, according to the Integrated Justice Systems’ senior portfolio manager, Unathi Ngumla.

As the world rapidly evolves through digital innovation, the Department of Social Development is making headway in modernising public service delivery and digital infrastructure.

The Department of Social Development’s Information Management, Systems and Technology (IMST) unit began a three-day forum in Durban on 4 June 2025, bringing together provincial ICT leaders, Chief Information Officers (CIOs), Government Information Technology Officers (GITOs), and representatives from the Integrated Justice System (IJS), the South African Social Security Agency (SASSA) and the National Development Agency (NDA) to tackle one core imperative: unifying and accelerating the digital transformation of government.

Themed around collaborative innovation and digital acceleration, the forum seeks to break the long-standing siloed approach between national departments, provinces, and agencies, aligning efforts to build a smarter, more responsive public service.

“Moving with speed” in a digital era

“Service delivery is no longer just about addressing social ills or alleviating poverty, it’s about making a real impact through technology,” said the IJS senior portfolio manager, Unathi Ngumla, during the morning plenary.

The importance of digital transformation was echoed across the forum, with a strong message: Government must evolve at the pace of technological change, or risk becoming obsolete.

Yet, as attendees noted, the public sector often lags behind due to lengthy policy processes. “By the time we finalise policies, technology has already moved on,” remarked the acting CIO at the Department of Social Development, Michael Machubeng, reflecting on the challenge of staying relevant amid rapid innovation.

Understanding the “why” of digital transformation

A recurring theme was clarity of vision. “It’s not just about deploying systems, it’s about understanding why we are transforming, what we aim to achieve, all keeping in mind the people we are here to serve”, noted Ngumla.

Discussions pushed attendees to think beyond compliance, focusing instead on user-centric, integrated digital ecosystems that serve people better.

Technology’s ability to enable real-time decisions, improve institutional resilience, and streamline operations was highlighted through the lens of 2025 digital trends in government, delivered by the executive partner at Gartner, Palesa Gaasenwe.

These include the adoption of AI tools like Co-Pilot, data management as a strategic asset, and reimagining citizen value through digital identity and experience management.

Gartner provides research and advice on business and technology.

From strategy to reality: Communicating the vision

As presentations continue, centred around the strategy for a digitally transformed government, one of the strongest calls to action came from the acting director of Information Technology, George Theophilopoulos: “Communication of the strategy is key. Strategy should not just be published in some hidden corner like a website; it should be owned at the right level and regularly communicated to all so that it becomes realised.”

This reinforces the notion that digital transformation is not just an IT function; it is an organisational and leadership imperative.

Enter Operation Vulindlela Phase II

The forum’s timing was significant, coinciding with the official launch of the Roadmap for the Digital Transformation of Government on 12 May 2025.

As part of Operation Vulindlela Phase II, this roadmap, which was approved by the cabinet, is a cornerstone of the government’s structural reform agenda.

Led by the Presidency in collaboration with the Department of Communications and Digital Technologies and the National Treasury, the roadmap introduces:
•⁠ ⁠A Digital Services Unit to coordinate implementation;
•⁠ ⁠Modernisation of government through digital public infrastructure; and
•⁠ ⁠Seamless services via identity verification, real-time payments, and data exchange.

President Cyril Ramaphosa underscored the importance of digital transformation as a catalyst for economic growth, inclusive development, and improved public trust.

Forging a path forward

Gaasenwe urged the Department of Social Development to take stock of their current standing in the digital transformation journey, highlighting that while the message of “modernise” is familiar, its practical application remains uneven.

“Only about 20% of departments in South Africa have truly moved away from legacy systems to begin offering digital services externally,” she noted.

“Modernisation is a journey, and while many departments have laid the foundation, the evolution has stalled. The challenge now is to reflect honestly. Where are we today, and what more must be done to move forward?”

She concluded with a challenge to the attendees: “Think about the journey you’ve walked to date. If you had to place your department on the digital maturity spectrum, where would it be? This reflection is critical as we move into a new administration. We need to acknowledge what we’ve achieved and where the gaps remain if we want to build truly modern and responsive public services.”