Page 121 - UKZN Proceedings of the Conference Report

gaps, enabling real-time feedback and fostering co- creation through features like polls, discussion forums, and collaborative project tracking:
“We believe that feedback isn’t just a response – it’s an invitation to co-create. Every piece of feedback helps us refine and enhance the app’s features to better serve the community.” (Participant 30)
“App customisation based on feedback allows us to fine-tune every detail, ensuring each user has an experience tailored to their preferences.” (Participant 55)
In summary, these quotes of responses inform how My Munici-Pal app should be designed; they stress that it should not be similar to the existing municipal apps, which are predominantly one-sided in terms of communication.
discussion of research findings
The findings from this study align with the Technology AcceptanceModel(TAM)developedbyDavis,whichasserts that perceived usefulness and perceived ease of use are key determinants in the adoption of new technologies, such as smartphone applications for municipal engagement. In the context of this research, the 688 UKZN Howard College students expressed predominantly positive attitudes toward the use of smartphones as a tool for engaging with municipal matters. Thematic analysis revealed three overarching themes that highlight both the advantages and challenges of such digital engagement, alongside critical insights for improving user-centric design.
Perceived usefulness and ease of use
One of the most striking findings is the recognition of smartphones’ usefulness in municipal participation, reflecting the core premise of TAM. Participants consistently reported that smartphone applications offered a convenient and accessible means of interaction with local government. This is supported by the first overarching theme,‘The role of smartphone applications in municipal participation’, where the ease of real-time access to municipal services was emphasised. As outlined in the sub-theme ‘advantages of smartphones for municipal engagement’, participants noted the practical benefits of apps like ‘My Smart City’ and ‘OurStreet’, which allow users to report issues, track municipal activities, and receive real-time updates from the comfort of their homes. These advantages are critical for fostering youth participation, as they reduce the time and effort typically associated with traditional forms of engagement. According to the TAM, when users perceive technology as both useful and easy to use, they are more likely to adopt it. In this study, students viewed smartphone apps as highly effective tools for civic
engagement, particularly because they streamline access to important municipal services. However, challenges such as app reliability and technical difficulties, discussed under the sub-theme ‘Challenges in using smartphone apps for municipal matters’, threaten to undermine this perceived ease of use. For example, several participants mentioned slow app performance, limited features, and network connectivity issues, which led to frustration and reduced engagement. These findings suggest that while the technology is generally well received, app developers and municipalities need to address these technical limitations to fully capitalise on the potential for increased civic engagement.
Barriers and motivators to youth involvement
The second overarching theme explores the factors that influence youth participation. A key motivator identified in this study was the convenience and efficiency of using smartphone applications. Many participants were driven by the desire to improve their communities and saw these apps as effective means for doing so. In line with the the TAM’s assertion that external factors (such as social influence) play a role in technology adoption, participants reported that user-friendly features, timely updates, and the ability to make a tangible impact through app engagement were significant drivers of participation. Conversely, the barriers to youth involvement include technical challenges, as well as concerns about data privacy and security. Privacy emerged as a key issue, with students expressing reluctance to share personal information on municipal apps, fearing potential breaches of security. This finding aligns with the the TAM’s emphasis on perceived risk and its effect on technology adoption. For some students these concerns outweighed the benefits, leading to lower levels of engagement. Therefore, ensuring robust security features and clear data protection policies are essential for encouraging sustained use of municipal apps among the youth.
User-centric design and policy implications
The third overarching theme, ‘User-centric design and inclusivity in municipal applications’, highlights the importance of tailoring these platforms to meet the needs of young users. According to the TAM, the ease with which technology can be used is critical for its adoption, and in this study, participants emphasised the need for improved app design. They recommended more interactive features such as polls, feedback mechanisms, and real-time notifications to enhance user engagement. This finding corresponds with the TAM principle that increasing the perceived ease of use can directly improve user acceptance.
The policy implications of this are significant. Municipalities must invest in user-centric app design, ensuring that platforms are accessible, inclusive, and responsive to the
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