There are several reasons for this, not the least because the sector represents a myriad of different types of enterprises with very different requirements and processes. Another is that the freedoms offered by modern digital platforms come with properties such as data sovereignty that can act as barriers.
Yet a crucial element and one that deserves much more attention is the need for decisive leadership around ICT deployment among state organs. This again is a challenge found across all sectors, but manifests most sharply in the broad and complex public environments.
“It’s a key challenge for the public sector,” said Musa Mahlaba, Public Sector Regional Sales Director at Dell EMC. “There is currently some direction around the most important points of what will make the economy and country work. But at a political level, we haven’t had someone that knows ICT and reads it correctly so it is able to cascade down and be understood by the people who have to execute.”
“We have certainly and still do have some competent office bearers, who have a genuine interest, but the subject itself has not been presented as such that it could change the political or economic fortunes of South Africa. If and where it has been presented, the political has not been strong enough to act, sustain momentum and create an environment of continuity. Impact, sustainability and continuity are the principles that could lead us to leapfrog areas where we are laggards” Mahlaba continued to emphasise.
Technology is being lost in translation and this has become the problem of CIOs. They, in turn, have been doing their best to promote the right messages:
“In my engagements with CIOs over the years, a lot of them have taken this in their stride. They do quite a lot to get close to the political and strategic feeds of the departments, including the boards, CEO’s and CFO’s where some of these decisions are being made or need emphatic support.”
This could be a point of argument in certain quarters, but such approaches work. Some examples include SARS, the integration by the Post Office with the grants systems, and the Department of Home Affairs. As with all digital projects, these departments have taken steps back as they moved forward, but they still prove that in principle if there is engagement between the political and technological minds in a department, great things can happen.
The right engagement models demonstrate how technology can meet the requirements of a department. Defining such models starts with conversations that aren’t technology driven, but focused on what leaders want:
“If you start talking the language of outcomes – how can technology deliver better governance, efficiency and serve citizens? – the leaders are willing to listen. This in actual fact, includes the different financing models as well as creation of new revenue, which CFO’s and potential investors care about due to budget cuts and ever-increasing costs.
Modernisation and digitisation are really in the core of most discussions at this point. But if we are able to then link it back to what modernisation means to a department for economic benefit, for citizen benefit, that’s where change happens.”
How can engagement start at this level? Vendors should play a role by bringing context and perspective to the different pain points in a department, by listening and engaging. It’s a big opportunity that Mahlaba aims to push:
“As long as we boil conversations back down to the fundamentals of governance, that’s when we’ll get the attention that we need. Dell EMC’s position as an end-to-end (from client solutions, to the network edge, into the data centre and the cloud journey) participant in creating digital transformation is key.
Having mastered and embedded ourselves as a key player of IT Transformation, we understand the various moving parts. Working with CIOs, we aim to make topics such as;
- Digital Transformation
- Security Transformation
- Workforce Transformation
relevant to leaders in the Public Sector. Instead of technology being a distant investment, we can talk to them about the value they want to create and how that can be achieved. This is possible, and we know it works. But now we have to listen and engage in order to see the results.”
Online retail gets real
After decades of experience in selling online, retailers still seek out the secret of reaching the digital consumer, writes ARTHUR GOLDSTUCK.
It’s been 23 years since the first pizza and the first bunch of flowers was sold online. One would think, after all this time, that retailers would know exactly what works, and exactly how the digital consumer thinks.
Yet, in shopping-mad South Africa, only 4% of adults regularly shop online. One could blame high data costs, low levels of tech-savviness, or lack of trust. However, that doesn’t explain why a population where more than a quarter of people have a debit or credit card and almost 40% of people use the Internet is staying away.
The new Online Retail in South Africa 2019 study, conducted by World Wide Worx with the support of Visa and Platinum Seed, reveals that growth is in fact healthy, but is still coming off a low base. This year, the total sale of retail products online is expected to pass the R14-billion mark, making up 1.4% of total retail.
This figure represents 25% growth over 2017, and comes after the same rate of growth was seen in 2017. At this rate, it is clear that online retail is going mainstream, driven by aggressive marketing, and new shopping channels like mobile shopping.
But it is equally clear that not all retailers are getting it right. According to the study, the unwillingness of business to reinvest revenue in developing their online presence is one of the main barriers to long-term success. Only one in five companies surveyed invested more than 20% of their online turnover back into their online store. Over half invested less than 10% back.
On the surface, the industry looks healthy, as a surprisingly high 71% of online retailers surveyed say they are profitable. But this brings to mind the early days of Amazon.com, in 1996, when founder Jeff Bezos was asked when it would become profitable.
He declared that it would not be profitable for at least another five years. And if it did, he said, it would be in big trouble. He meant that it was so important for long-term sustainability that Amazon reinvest all its revenues in customer systems, that it could not afford to look for short-term profits.
According to the South African study, the single most critical factor in the success of online retail activities is customer service. A vast majority, 98% of respondents, regarded it as important. This positions customer service as the very heart of online retail. For Amazon, investment back into systems that would streamline customer service became the key to the world’s digital wallets.
In South Africa online still make up a small proportion of overall retail, but for the first time we see the promise of a broader range of businesses in terms of category, size, turnover and employee numbers. This is a sign that our local market is beginning to mature.
Clothing and apparel is the fastest growing sector, but is also the sector with the highest turnover of businesses. It illustrates the dangers of a low barrier to entry: the survival rate of online stores in this sector is probably directly opposite to the ease of setting up an online apparel store.
A fast-growing category that was fairly low on the agenda in the past, alcohol, tobacco and vaping, has benefited from the increased online supply of vapes, juices and accessories. It also suggests that smoking bans, and the change in the legal status of marijuana during the survey, may have boosted demand.
In the coming weeks, we can expect online retail to fall under the spotlight as never before. Black Friday, a shopping tradition imported “wholesale” from the United States, is expected to become the biggest online shopping day of the year in South Africa, as it is in the USA.
Initially, it was just a gimmick in South Africa, attempting to cash in on what was a purely American tradition of insane sales on the Friday after Thanksgiving Day, which occurs on the third Thursday of November every year. It is followed by Cyber Monday, making the entire weekend one of major promotions and great bargains.
It has grown every year in South Africa since its first introduction about six years ago, and last year it broke into the mainstream, with numerous high profile retailers embracing it, and many consumers experiencing it for the first time.
It is now positioned as the prime bargain day of the year for consumers, and many wait in anticipation for it, as they do in the USA. Along with Cyber Monday, it provides an excuse for retailers to go all out in their marketing, and for consumers to storm the display shelves or web pages. South African shoppers, clearly, are easily enticed by bargains.
Word of mouth around Black Friday has also grown massively in the past two years, driven by both media and shoppers who have found ridiculous bargains. As news spreads that the most ridiculous of the bargains are to be had online, even those who were reticent of digital shopping will be tempted to convert.
The Online Retail in SA 2019 report has shown over the years that, as people become more experienced in using the Internet, their propensity to shop online increases. This is part of the World Wide Worx model known as the Digital Participation Curve. The key missing factor in the Curve is that most retailers do not know how to convert that propensity into actual online shopping behaviour. Black Friday will be one of the keys to conversion.
Carry on reading to find out about the online retailers of the year.
Reliable satellite Internet?
MzansiSat, a satellite-Internet business, aims to beam Internet connections to places in South Africa which don’t have access to cabled and mobile network infrastructure, writes BRYAN TURNER.
Stellenbosch-based MzansiSat promises to provide cheap wholesale Internet to Internet Service Providers for as little as R25 per Gigabyte. Providers who offer more expensive Internet services could benefit greatly from partnering with MzansiSat, says the company.
“Using MzansiSat, we hope that we can carry over cost-savings benefits to the consumer,” says Victor Stephanopoli, MzansiSat chief operating officer.
The company, which has been spun off from StellSat, has been looking to increase its investor portfolio while it waits for spectrum approval. The additional investment will allow MzansiSat’s satellite to operate in more regions across Africa.
The MzansiSat satellite is being built by Thales Alenia Space, a French company which is also acting as technical partner to MzansiSat. In addition to building the satellite, Thales Alenia Space will also be assisting MzansiSat in coordinating the launch. The company intends to launch the satellite into the 56°E orbital slot in a geostationary orbit, which enables communication almost anywhere in Africa. The launch is expected to happen in 2022.
The satellite will have 76 transponders, 48 of which will be Ku-band and 28 C-band. Ku-band is all about high-speed performance, while C-band deals with weather-resistance. The design intention is for customers of MzansiSat to choose between very cheap, reliable data and very fast, power-efficient data.
C-band is an older technology, which makes bandwidth cheaper and almost never affected by rain but requires bigger dishes and slower bandwidth compared to Ku-band connections. On the other hand, Ku-band is faster, experiences less microwave interference, and requires less power to run – but is less reliable with bad weather conditions.
MzansiSat’s potential military applications are significant, due to the nature of the military being mobile and possibly in remote areas without connectivity. Connectivity everywhere would be potentially be life-saving.
Consumers in remote areas will benefit, even though satellite is higher in latency than fibre and LTE connections. While this level of latency is high (a fifth of a second in theory), satellite connections are still adequate for browsing the Internet and watching online content.
The Internet of Things (IoT) may see the benefits of satellite Internet before consumers do. The applications of IoT in agriculture are vast, from hydration sensors to soil nutrient testers, and can be realised with an Internet connection which is available in a remote area.
Stephanopoli says that e-learning in remote areas can also benefit from MzansiSat’s presence, as many school resources are becoming readily available online.
“Through our network, the learning experience can be beamed into classrooms across the country to substitute or complement local resources within the South African schooling system.”