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info@snapandsolve.comPublishing information on a municipal portal is an important step towards transparency, but it does not automatically ensure that all residents benefit from that information. In Makhado Local Municipality, meaningful information provision requires attention to three distinct but connected dimensions: acceptance, access and use. Residents must trust the information, be able to obtain it, and understand how to apply it to their needs.
Acceptance concerns whether residents regard municipal information as credible, accurate, relevant and trustworthy. A resident may be able to open the municipal portal but still doubt whether its information is current or whether the municipality will honour what it communicates.
Acceptance may be influenced by:
Example: A resident may read a notice announcing a planned water interruption but distrust it because previous notices did not match what happened. The information is accessible, but acceptance is weak.
To improve acceptance, the municipality should publish verified information, display update dates, correct errors openly and communicate consistently across its official channels. Engagement with community organisations and local representatives can support clarification, but it should not replace the municipality’s responsibility to provide reliable information directly.
Access concerns whether residents can realistically locate, retrieve and receive municipal information. The existence of a portal does not establish equal access because residents have different financial resources, devices, connectivity, abilities and levels of digital experience.
Potential access barriers include:
Example: A resident may trust the municipality’s information about an application for assistance but be unable to download the application form because of expensive data or poor connectivity. Acceptance exists, but access remains limited.
To improve access, the municipality should provide a mobile-friendly, low-data portal with accessible documents and clear navigation. It should also maintain complementary channels, such as printed notices, municipal help desks, community meetings, local radio and telephone enquiries. Where feasible, supported public internet access can help residents who do not have suitable devices or connectivity.
Use concerns whether residents can interpret information and apply it to a practical decision or action. Being able to download a document does not mean that a resident understands its terminology, requirements or implications.
Barriers to meaningful use may include:
Example: A resident may trust and successfully download a municipal tariff schedule but not understand how the charges relate to their account or how to query a possible error. Acceptance and access are present, but meaningful use is limited.
To improve use, the municipality should provide plain-language explanations, information in locally relevant languages, step-by-step guides, worked examples and clear contact details for assistance. Important notices should explain who is affected, what action is required, what supporting documents are needed and which deadlines apply.
| Dimension | Central question | Illustrative problem | Appropriate response |
|---|---|---|---|
| Acceptance | Do residents trust the information? | A notice is available, but residents believe it is outdated or unreliable. | Verify content, show update dates, explain decisions and respond to questions. |
| Access | Can residents obtain the information? | A resident cannot open a large document because of data costs or poor connectivity. | Provide low-data formats, accessible design and non-digital alternatives. |
| Use | Can residents understand and apply the information? | A resident downloads a form but cannot determine how to complete it. | Provide clear instructions, relevant language options and practical assistance. |
These dimensions reinforce one another, but they are not interchangeable. Improving website connectivity does not automatically create trust, and publishing accurate information does not automatically make it understandable. A resident may face several barriers at the same time, so the municipality should address them together rather than assume that one intervention will solve every problem.
The municipality should evaluate more than the number of documents uploaded or visits recorded. Useful measures include:
Feedback should be collected both online and offline. Relying only on portal users would overlook residents who cannot reach the portal in the first place. Likewise, low participation should not automatically be interpreted as a lack of interest; it may reflect distrust, limited access, unclear information or other practical barriers.
In the Makhado Local Municipality scenario, information availability is not the same as information inclusion. A portal is effective only when residents can trust its information, obtain it through realistic channels, and understand how to apply it. The municipality should therefore combine reliable communication, inclusive access arrangements and practical support, while retaining non-digital options for residents who need them.
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