The data suggested that value is a core concept that influences the residents' decision either to use or not to use Smart City services. This finding supports Wang’s (2014) argument that value is one of the concepts that influence the use of e-government services. Despite the fact that the qualitative data in this study produced a richer explanation of the reason why value may influence use, the findings are fairly similar to Park’s (2008) report that economic value and personal value may cause residents to use e-government services. As reported by Park (2008), personal value may be associated with convenience while economic value is related to finances. The four sub-categories of value identified by Wang (2014), namely, pertinence, convenience, cost saving, and irreplaceability, were identified in the data. The quality of the service provided emerged as an additional property that explained the value of Smart City services. This finding is similar to Parasuraman et al.'s (1988) SERVQUAL model which indicates that the quality of the service provided by a service provider determines the consumer's decision to continue to use the service (Parasuraman et al., 1988).
6.3.1 Pertinence
Pertinence is one of the dimensions of the core concept of value that influenced the use of Smart City services. This dimension indicates that, if Smart City services are to be used, it is
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essential that relevant information and government services are provided to the residents (Wang, 2014). This, in turn, implies that the information and services provided on a government website should be related to the life, work and interest of the target users (Wang, 2014). According to Wang (2014), if the pertinence attribute is to be realised, the government e-services must be attractive and government officials must know who the intended users are and what their needs are. Kaisara and Pather (2011) maintain that residents expect the same communication protocol that applies in everyday life to apply to government e-services. In other words, as in real life, residents expect to receive information that matches their expectations and meets their needs in a timely manner. In addition, if Smart City services are to be used, they must be attractive and their functions must relate to people's everyday lives.
Mutula and Mostert (2010) and Wang (2014) support this argument by indicating that the attractiveness of a website influences the use of such a website.
In support of this argument Andile (Line 67) stated:
“A website should captivate you, you should be like WOW! Now we are talking. But sometimes I look at the city of Johannesburg website and I am like hae! No like the city of Johannesburg website is too plain. It is like white, I think it is still white and orange, something like that. And sometimes the links are outdated and then when you try to communicate with the city of Johannesburg people through the website they don't respond”.
His comment highlights the fact that government websites should be attractive and captivate the users if they are to be used. Andile’s further comment about the links being outdated shows that the communication protocol on the website does not match real-life protocol. In terms of real-life protocol he would receive an immediate response but, in the online protocol, this is not happening. This means that there is a gap between the two communication protocols and this is discouraging him from using the websites.
Pertinence also indicates that, if Smart City services are to be used more, it is vital that they address the needs of the target population (Wang, 2014). According to Maumbe et al. (2008), e-government services should be tailored to meet the needs of the users to ensure that they are used effectively. Wang (2014) also found that addressing the needs of the target population is a major factor that influences the use of e-government services. In other words, if these services are to be used, it is important that they meet the needs and demands of the intended
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users. Some residents mentioned that they did not use government websites because the websites did not cater for their specific needs. For example, Thabo (Line 7) responded:
“Some other government websites I don't have interest in them, what I need is not available on the websites, for example I can't find edit software on the website [Laughs].”
Max's (Line 14) comment that:
“They should identify their target market and cater to the needs of their market.”
is consistent with Wang's (2014) definition of pertinence, namely, that government e-services are developed to meet the needs of their target users and local governments should first identify both their target users and the needs of these users. This argument was supported by Isaac who stated:
“They should first ask themselves whom are they targeting so, like if, they are targeting students, they should use channels that students use to advertise the Wi-Fi” (Isaac, Line 8).
6.3.2 Convenience
Convenience is part of the core concept of value. It indicates that it is important for Smart City services to ensure that it is easy for residents to obtain government information, transact with the government and conduct their day to day activities (Wang, 2014). Consistent with Wang's (2014) framework, the results of this study suggest that residents use Smart City services because they find them convenient. In saying:
“When I come to work I use the bus, so I use the city of Johannesburg Wi-Fi available at the Rea-Vaya1 stations, it is fast, it is free.”
Andile (Line 7) is, thus, implying that he uses the Wi-Fi service because it is convenient for him while he is waiting for the bus. Peter, an active user of the city of Johannesburg website stated:
“The first time when I used them was when I got my bill, I used to get my bill via post, but now they email them to me. So, if I have some queries, then I check the city's websites, I just go to www on my computer, then I click, the website is on my favourites now” (Peter, Line 11).
1 Rea Vaya is a bus rapid transit system in Johannesburg.
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Peter’s comment suggests that registering and being an active user of the website is more convenient than receiving bills through the post. Convenience was also a critical reason why Jacob, a regular user of the city of Johannesburg website, uses government websites. He responded:
“Look I am a researcher, I am always in front of the computer, I am not always out there. The only means for me to get current affairs is to go to the websites; this is what motivates me to use them. Because sometimes I will be busy doing my work. I find the websites easy in that way” (Jacob, Line 33).
This also applied to Mrs Jane (Line 28), who indicated:
“And it is much easier to find information in your office than to go out and physically try to get information. So it is quick and easy when you use the websites to find information”.
Similarly, in a study that examined citizens’ willingness to use e-governmental website services in the Philippines, Chen et al., (2015) found that convenience played a fundamental role in the use of e-government services. Similarly, in a study on the use of internet facilities by residents in the Eastern Cape, a province of South Africa, Meyer (2009) found that convenience was one of the determinants of the use of the facilities. For example, residents who had to travel long distances to reach the internet facilities did not use the services (Meyer, 2009).
6.3.3 Cost Saving
The results of this study support Wang's (2014) argument that cost saving is an important component of the value core concept, with this study finding that cost saving determines the use of Smart City services. The data suggested that residents were likely to value the Smart City services if these services either helped them save time and money or led to financial gains. This argument was supported by Peter (Line 15) who commented:
“You see our background as black people we are struggling and some people are still struggling even now. Free access to internet and information would be wow, why not.
People are looking for work they are sending CVs, they can go use the free Wi-Fi and apply on the internet for free.”
Bra Gee (Line 22) also commented:
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“But if I had to look-up something on YouTube you know like watching a video clip for like five minutes, it takes about 100MB and that costs like thirty rand so yah I would use free Wi-Fi.”
This suggests that he would use free Wi-Fi to save on his data costs. In support for this argument, Isaac (Line1) said:
“I use it to update my software or when I have software to download, mostly when I download stuff, it's easier if I am to download to use Wi-Fi so that I save my megabytes”.
Peter (Line 10), an active user of government websites, responded:
“You know sometimes when you dial the city of Johannesburg line when you are calling them, you get this option to dial 1 to do this and then once you press you hold for a long time. So if you are using your own phone at home, it uses a lot of airtime it is very expensive, but then if you go to websites and then you click, click it is cheap and easy.”
His comment implies that he uses the government websites because they help him to save time and money. He also stated:
“They should sell the importance of using e-services and tell people that they can get a response right there where they are instead of using transport money, petrol money to reach offices.”
Peter (Line 38) implies that saving travel time and money may encourage more people to use the websites. This result also supports Moon's (2002) findings that cost savings for both residents and municipalities are one of the expected outcomes of e-government services. In addition, the potential of government to reduce costs should increase the residents' use of e-government services (Warkentin, Gefen, Pavlou & Rose, 2002).
6.3.4 Irreplaceability
Irreplaceability refers to the fact that, if Smart City services have distinctive features and provide information that it is not possible to obtain from other sources, it is highly probable that the use of these services will increase (Wang, 2014). According to the data, this is likely to be based on the alternative choices that residents have. These results support Wang's (2014) finding that irreplaceability influences the use of e-government services. When asked whether she would use the government websites if other means of information did not exist, Maria (Line 53) stated:
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“I would use them when I am stuck, I have nothing else to use, because that would be the only option available to me. It is replaceable and the other means are more supportive”.
On the other hand, Andile (Line 18) commented:
“If I had to choose I would take the city of Johannesburg Wi-Fi, yah, like it works, and it is better compared to other networks, your Vodacom’s and your MTNs. I mean those guys are slow, hey, but the city of Johannesburg one is fast and it is always there”.
Both Maria and Andile referred to the Smart City services as being interchangeable and indicated that their choice may depend on the quality of service they receive from the source of service they choose. They may therefore have been referring to service quality in terms of the support offered by government websites and the speed of the internet. Maria was of the opinion that the websites were interchangeable with the walk-in service centres and this was one of the reasons why she had not used them. Andile (a frequent user of city Wi-Fi) voiced his opinion strongly that the city Wi-Fi was irreplaceable because the other internet service providers were slow and this influenced his use.
Some of the residents indicated that they did not need the government websites because they could be replaced by personal networks. For example, Bra Gee (Line 34) said:
“I always manage to get by without those websites. I just call a friend, they will tell me.
I am not saying every place I want to go I know, but most of the time where I want to go, someone has been there, or lives next to the place, you see? So answers are always around”.