Digital Service Delivery in Africa: Platforms and Practices
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The dynamics of the world's pervasive digital technologies transform organisations and enable enterprises to create sustainable competitive advantage. This presents huge economic opportunities for Africa. This book responds to the need for African enterprises and organisations - particularly those in the service sector - to fully exploit the inherent potential in digital platforms by putting in place processes to respond effectively to changing consumer demands. The authors offer insights into the opportunities, drivers, structures, and models of digital service delivery specific to the African context, using case studies and country-based themes that highlight how the adoption of digital platforms and practices can transform service delivery for value-creation.
This book examines the scope and applications of digital businesses, emphasising the emergence, value-creation, and strategic implications for Africa's private and public enterprises. The authors conceptualise digital service delivery as a key driver for businesses' effective management and service delivery across the value chain. Students, entrepreneurs, IT innovators, academics, and policymakers will gain a greater understanding of how digitalisation is shaping consumer expectations, industry practices, and service delivery in Africa.
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