The influence of digital technology on decision-making in the South African police service: A critical analysis

The rapid evolution of Fourth Industrial Revolution (4IR) technologies has reshaped organisational decision-making in policing environments worldwide. This study critically examines how digital technologies influence decision-making structures, behaviours, and processes within the South African Police Service (SAPS). A qualitative research design was employed, involving 25 semi-structured interviews with senior SAPS officials, document analysis, and non-participant observation of digital systems in use at selected operational environments. Data were analysed thematically using Braun and Clarke’s six-phase framework, supported by NVivo 14 software. Findings indicate that digital tools—such as the Automated Fingerprint Identification System (AFIS), e-dockets, crime-analytics dashboards, drones, CCTV, and the My SAPS mobile application—have enhanced communication, accountability, operational efficiency, and data-driven decision-making. Yet progress remains uneven due to infrastructural disparities, varied digital literacy levels, challenges in ethical data governance, and leadership inconsistencies across divisions. Leadership commitment and organisational culture emerged as the strongest determinants of successful adoption. This study extends Rogers’ Diffusion of Innovation Theory to policing in a developing-country context, revealing that innovation adoption within SAPS is non-linear and deeply embedded in institutional culture and capacity. Practical implications include the need for integrated digital-policing strategies, enhanced digital-skills development, strengthened POPIA-aligned governance frameworks, and improved inter-divisional ICT alignment. The findings contribute empirical and conceptual insight into digital transformation in African law-enforcement organisations.