Embracing Native Languages as A Powerful Strategy to Enhance Service Delivery in Africa: A Systematic Review

Khulisile Judith NkunaORCID iD, Innocent ZithaORCID iD, Sibusiso Skhumbudzo KhozaORCID iD & Sarah MatsetselaORCID iD

Issue: Vol. 7 No.2  2026 Article 12 pp. 579 – 590
DOI: https://doi.org/10.38159/ehass.20267212| Published online 31st March 2026

© 2026 The Author(s). This is an open access article under the CCBY license (http://creativecommons.org/licenses/by/4.0/).

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Language is essential for effective communication between service providers and users. Utilising local languages can streamline processes, improve efficiency, and enhance user satisfaction. This study examined how local languages, often referred to as “mother tongues,” can improve the delivery of public services in multilingual countries. This qualitative study analysed previous research across healthcare, education, and public administration, highlighting the positive impact of using local languages on service outcomes. However, implementing initiatives to promote native languages can be challenging due to limited funding, complex coordination, and the need for trained personnel proficient in multiple languages. This study explored how technology, particularly translation tools and mobile applications, can make public services more accessible for individuals who prefer to use their native languages. The findings of this study emphasise the importance of clear language policies, training for multilingual staff, and technological support to promote the use of local languages in public services. In conclusion, the research encourages legislators to prioritise inclusive language policies and conduct ongoing assessments to address linguistic inequalities in service access. Further research is needed to understand the sustainability of local language practices and how modern technologies can enhance international service delivery.

Keywords: Native Languages, Public Service Delivery, Multilingualism, Language Policy, Technology, Inclusivity

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Innocent Zitha is a Lecturer and Researcher specialising in the Department of English, Media Studies and Linguistics in the Faculty of Humanities, Social Sciences and Education at the University of Venda. My experience in the field of Higher Education spans over five years. Furthermore, I have authored and co-authored 26 papers and 3 book chapters that have been published in peer-reviewed journals.

Khulisile  Nkuna is a senior lecturer and researcher at the University of Venda, where she specialises in Siswati literature and onomastics. She is a valued member of the Faculty of Humanities, Social Sciences, and Education, specifically within the Department of African Languages. Her work not only deepens academic discourse but also promotes appreciation for the intricacies of African languages and their literary traditions. 

Sikhumbuzo Sibusiso Khoza is a part-time junior lecturer in the Department of African Languages at the University of Venda’s Faculty of Humanities, Social Sciences, and Education. He specialises in Siswati and academic writing. He holds a Bachelor of Arts degree in Siswati and Media Studies, with a concentration in Siswati, and an Honours degree in Siswati, as well as a Master’s degree in language instruction. He has six years of experience in the higher education sector. As of right now, he has given two presentations at different national conferences. Furthermore, he has written and co-written seven articles and one book chapter that have been accepted into peer-reviewed journals, making a substantial contribution to the fields of academic literacy, Siswati language usage, linguistics, and teaching and learning scholarship.  

Sarah Matsetela is a Lecturer in the Department of Academic Literacy, School of Languages, Faculty of Humanities, North-West University, Mafikeng Campus, Republic of South Africa. Her research interests encompass linguistics, academic literacy, and literature. She serves as the head of the Academic Literacy department.

Nkuna, Khulisile Judith; Innocent Zitha; Sibusiso Skhumbudzo Khoza, and Sarah Matsetsela. “Embracing Native Languages as A Powerful Strategy to Enhance Service Delivery in Africa: A Systematic Review.” E-Journal of Humanities, Arts and Social Sciences 7, no.2 (2026): 580 – 591. https://doi.org/10.38159/ehass.20267212

© 2026 The Author(s). Published and Maintained by Noyam Journals. This is an open access article under the CCBY license (http://creativecommons.org/licenses/by/4.0/).

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