HARNESSING ICT FOR SOCIAL DEVELOPMENT: TRACKING CITIZENS’ LIFE CYCLES

Cuma Pantshwa

• The Department of Social Development (DSD) is currently hosting a Namibian delegation to share best practices in using ICT to improve social services, following the Bi-National Commission between the two countries in 2023.
• In a key presentation, Ms Mapaseka Nkethoa, Director of Systems and Maintenance, highlighted DSD’s integrated case management system, which offers “cradle-to-grave” citizen support by tracking services across government departments and helping tackle social ills.
• The exchange emphasised the benefits of interdepartmental collaboration and showcased how ICT tools—like the Probation Case Management and Victim Empowerment Programme systems—are driving data-led policies and improved resource allocation across South Africa’s social service landscape.

Information and Communication Technology (ICT) plays a crucial role in delivering social development services. In today’s knowledge-sharing exchange between the Department of Social Development (DSD) and a Namibian delegation, Ms Mapaseka Nkethoa, Director of Systems and Maintenance at DSD, delivered a presentation highlighting the importance of ICT in enhancing services for vulnerable communities and its role in combating social ills affecting South Africans.

DSD is currently hosting the Namibian delegation until 6 November 2024, to exchange best practices in social development, following the 13th Bi-National Commission held in Windhoek, Namibia, in 2023. In her presentation on leveraging ICT for social development initiatives, Ms Nkethoa introduced DSD’s integrated case management system, which she described as a “cradle-to-grave support” system—”a citizen-centred approach to tracking individuals and eradicating poverty.” She emphasised that the department’s digital initiatives offer a comprehensive approach to service delivery, which heavily relies on effective data collection to track citizens throughout their lives.

According to Ms Nkethoa, DSD has made significant progress in overcoming past challenges related to system integration. “Previously, we had many systems that did not communicate with one another. The era of disconnected systems is now behind us. Real-time data sharing and citizen tracking enable seamless service delivery. From pregnancy through to old age, Social Development plays a vital role. For example, we can track a service provided to a pregnant woman until she becomes an elderly recipient of a SASSA grant.”

Ms Nkethoa also stressed the importance of collaboration with other government departments, noting that the department had moved away from a silo approach. “We look at each citizen holistically, identifying the services they receive from government. By adopting this approach, we can track services from end to end, ensuring individuals receive comprehensive support. This 360-degree perspective means we are not only looking inward but providing well-rounded care.”

Ms Nkethoa provided an overview of the Probation Case Management system, emphasising the role of the Integrated Justice System (IJS) within the social cluster. IJS, she noted, is a leader in advanced digital systems within South Africa, facilitating data sharing across government departments. “Through integrated systems, we can exchange critical data, which is essential for us. One of IJS’s key contributions is identifying social ills by monitoring prevalent crimes through systems like this.”

Ms Nkethoa illustrated the efficiency of Probation Case Management by citing an example of a child in conflict with the law, explaining how the system streamlines the entire criminal justice process—from arrest to prosecution, reintegration, and rehabilitation of child offenders. Social workers can monitor each stage, ensuring that the necessary support is available. IJS also tracks social issues by monitoring crime patterns and identifying trends via its case management system. The following departments and organisations are part of the criminal justice cluster:

1. South African Police Service
2. Department of Justice
3. Department of Home Affairs
4. Legal Aid
5. National Prosecuting Authority
6. Office of the Chief Justice
7. Department of Education
8. Department of Correctional Services

The presentation gave the Namibian delegation an in-depth understanding of the collaborative and tech-driven work of DSD, showing how IJS provides valuable insights into crime trends that inform policy decisions and resource allocation. Among DSD’s successfully digitised systems are the Adoption Register, Child Protection Register, Foster Care Monitoring Tool, and Victim Empowerment Programme, along with many other innovative solutions that improve service delivery to citizens.

Ms Nkethoa’s presentation underscored the impact of ICT, technology, and strategic partnerships with other departments in addressing social issues and advancing a safer, more just society in South Africa.