Social enterprises’ improvisation of services to communities through the use of mobile devices

Abstract

Social enterprises within the Western Cape of South Africa seek to provide services to communities to improve their well-being and alleviate poverty. Despite information and technology communication (ICT) advancements, social enterprises (SEs) within the Western Cape have not been able to integrate their operations with ICT functions. This lack of integration leads to a disconnect between many communities and those providing the services. As a result, services, such as distributing messages and information related to social and economic growth, and opportunities for communities, are hindered. Thus, this study aimed to develop a framework to integrate mobile technology into the operations of social enterprises for service improvisation. In achieving the study’s aim, objectives were formulated: (1) To examine and understand the factors that influence how SE uses the information to provide services to communities; and (2) To investigate how mobile technologies can facilitate ease of access to information and service distribution. Quantitative methods were employed to achieve the research objective. The case study was applied, based on which a social enterprise organisation was selected using a set of criteria. Data was collected from the SE using the semi-structured interview technique. The data was analysed following the interpretive approach, guided using the Technology Acceptance Model (TAM) as a theoretical lens. From the analysis, connectivity, network infrastructure, capabilities, affordability, accessibility, contextualisation, language translation, and knowledgeability influenced the integration of mobile technology with SE functions to improvise services for the communities. The factors were categorised as technical and non-technology to better understand how mobile technology can be integrated with SE services. The factors were interpreted following the subjective approach. Based on the interpretation, a framework was developed. The framework can be used to guide the integration of mobile technology and SE services. It thus significantly impacts both the community members and the SE in providing and receiving services.