An analysis of the COVID-19 contact tracing App in South Africa: Challenges experienced by users

Abstract

South Africa is one of the countries in Africa that has a high COVID-19 virus infection rate. The government of South Africa introduced the COVID Alert SA App, a contact tracing mobile application (App), to reduce the spread of the COVID-19 virus. This paper reports on the challenges users experienced when using the COVID Alert SA App. Using the design-reality gap model, the study analyzed online user reviews of the App and government reports. The qualitative data were analyzed using thematic analysis to highlight insights on the challenges of using the COVID Alert SA App. The findings indicate that public awareness was a major limitation of the App, amongst others, including a lack of trust relating to privacy and security when using the App, and a lack of technical support. The insights can be useful for developers, researchers, policymakers, and other stakeholders to improve the adoption and use of the contact tracing App to reduce the spread of the COVID-19 virus.