Secondly, the study contributes to the growing body of academic knowledge on digital transformation in African public administration, an area where empirical, citizen-facing evidence remains limited despite substantial policy attention. By focusing specifically on citizens lived experience of DHA's digital services rather than only on strategic intent, the research offers a grounded perspective that can support policymakers, governance researchers, and public sector practitioners in designing more inclusive digital government initiatives, both within Home Affairs and across other South African government departments pursuing similar reforms.