Aligning local government service delivery communication with digital citizen engagement: a case study of Makana Municipality
- Authors: Machiri, Mwazvita Chipo
- Date: 2018
- Subjects: Political participation South Africa Makana , Municipal services South Africa Makana , Communication in public administration South Africa Makana , Internet in public administration South Africa Makana , Information technology South Africa Makana , Electronic government information South Africa Makana , Government accountability South Africa Makana
- Language: English
- Type: Master's theses , text
- Identifier: http://hdl.handle.net/10962/194146 , vital:45423
- Description: The effective management of local municipalities in South Africa determines the quality of service delivery to citizens. Policies and other legislation have been implemented in an attempt to improve service delivery backlogs in South Africa since post-apartheid. However, these have not been effective in meeting community needs, hence leading to poor service delivery and increased community protests of frustration. These problems are partly linked to the lack of communication between government and citizens, and within internal government. Government needs to be held accountable for the services it provides, and improve on these services through practicing transparency, providing information to citizens, and allowing citizens to provide feedback on the various challenges experienced. Information access and communication is vital to the citizen engagement process, as this supports evidence-based engagement between citizens and government. Over the most recent years, innovative ICTs have emerged as a critical strategic tool in facilitating communication between the government and its citizens, commonly referred to as digital citizen engagement. The effective implementation of such initiatives at the local government level, especially in resource-constrained contexts, is not straightforward. This research aims to develop a guiding framework for aligning municipal communication processes with innovative ICTs to support ongoing social accountability and transparency through citizen engagement in local municipalities. The formulation of this framework is built on the Adaptive Structuration Theory, which is based on studying organisational change that occurs due to implementation and adoption of technology. Using a pragmatist approach and case study of Makana Municipality, the research study investigates a digital citizen engagement initiative called MobiSAM (Mobile Social Accountability Monitoring). The key findings from the qualitative empirical investigation indicates that there are significant social and political factors to consider when aligning Digital Citizen Engagement initiatives in a resource-constrained environment. The findings illustrated that the change and alignment process of DCE in local municipalities rely on a diverse set of inputs from different stakeholders, and a dynamic change process, which result in key citizen engagement outcomes of empowerment, accountability, transparency, and increased engagement depending – all depending on the success of the process. The extent of the outcomes will vary with the effectiveness of change management, idea generation, and participation, which Preliminaries are impacted by perceived usefulness, attitude towards the system, and the intentions of the user. The proposed framework provides a guideline for the implementation and introduction of innovations ICTs for citizen engagement at local government level. , Thesis (MCom) -- Faculty of Commerce, Information Systems, 2018
- Full Text:
- Date Issued: 2018
- Authors: Machiri, Mwazvita Chipo
- Date: 2018
- Subjects: Political participation South Africa Makana , Municipal services South Africa Makana , Communication in public administration South Africa Makana , Internet in public administration South Africa Makana , Information technology South Africa Makana , Electronic government information South Africa Makana , Government accountability South Africa Makana
- Language: English
- Type: Master's theses , text
- Identifier: http://hdl.handle.net/10962/194146 , vital:45423
- Description: The effective management of local municipalities in South Africa determines the quality of service delivery to citizens. Policies and other legislation have been implemented in an attempt to improve service delivery backlogs in South Africa since post-apartheid. However, these have not been effective in meeting community needs, hence leading to poor service delivery and increased community protests of frustration. These problems are partly linked to the lack of communication between government and citizens, and within internal government. Government needs to be held accountable for the services it provides, and improve on these services through practicing transparency, providing information to citizens, and allowing citizens to provide feedback on the various challenges experienced. Information access and communication is vital to the citizen engagement process, as this supports evidence-based engagement between citizens and government. Over the most recent years, innovative ICTs have emerged as a critical strategic tool in facilitating communication between the government and its citizens, commonly referred to as digital citizen engagement. The effective implementation of such initiatives at the local government level, especially in resource-constrained contexts, is not straightforward. This research aims to develop a guiding framework for aligning municipal communication processes with innovative ICTs to support ongoing social accountability and transparency through citizen engagement in local municipalities. The formulation of this framework is built on the Adaptive Structuration Theory, which is based on studying organisational change that occurs due to implementation and adoption of technology. Using a pragmatist approach and case study of Makana Municipality, the research study investigates a digital citizen engagement initiative called MobiSAM (Mobile Social Accountability Monitoring). The key findings from the qualitative empirical investigation indicates that there are significant social and political factors to consider when aligning Digital Citizen Engagement initiatives in a resource-constrained environment. The findings illustrated that the change and alignment process of DCE in local municipalities rely on a diverse set of inputs from different stakeholders, and a dynamic change process, which result in key citizen engagement outcomes of empowerment, accountability, transparency, and increased engagement depending – all depending on the success of the process. The extent of the outcomes will vary with the effectiveness of change management, idea generation, and participation, which Preliminaries are impacted by perceived usefulness, attitude towards the system, and the intentions of the user. The proposed framework provides a guideline for the implementation and introduction of innovations ICTs for citizen engagement at local government level. , Thesis (MCom) -- Faculty of Commerce, Information Systems, 2018
- Full Text:
- Date Issued: 2018
Non-government organizations’ adoption of knowledge management systems to enhance service delivery of projects in Grahamstown in the Makana region of the Eastern Cape Province, South Africa
- Authors: Sherif, Nabiha Mohammed
- Date: 2018
- Subjects: Knowledge management , Organizational learning , Non-governmental organizations South Africa Makhanda , Human services South Africa Makhanda
- Language: English
- Type: text , Thesis , Masters , MCom
- Identifier: http://hdl.handle.net/10962/61723 , vital:28052
- Description: The object of this research is to enhance the performance of non-government organizations in the Makana region of the Eastern Cape Province of South Africa by the use of knowledge management practices and principles. Non-government organizations face several service delivery challenges that affect their performance. Knowledge management assists in enhancing performance by means of organizational learning. However, the adoption of knowledge management systems has been limited to the profit-making sector. This study includes an evaluation of the contributing factors influencing the adoption of knowledge management and the extent to which non-government organizations use knowledge management to promote organizational learning. An interpretivist, qualitative case study approach was used on five non-government organizations cases from the Makana region of the Eastern Cape Province of South Africa. A suitability profile sampling method was developed to select the non-government organization cases. The participants in the research include non-government organizations’ managers, employees and volunteers. Literature was explored to gain a better understanding of the research area. The research was initiated by an open-ended questionnaire to gather data from the participants, followed by a focus group to enrich the interpretation of the findings. The research proposes a framework to facilitate the adoption of knowledge management systems in non-government organizations. The findings of the research are intended to enhance the performance of non-government organizations projects by means of the use of knowledge management systems.
- Full Text:
- Date Issued: 2018
- Authors: Sherif, Nabiha Mohammed
- Date: 2018
- Subjects: Knowledge management , Organizational learning , Non-governmental organizations South Africa Makhanda , Human services South Africa Makhanda
- Language: English
- Type: text , Thesis , Masters , MCom
- Identifier: http://hdl.handle.net/10962/61723 , vital:28052
- Description: The object of this research is to enhance the performance of non-government organizations in the Makana region of the Eastern Cape Province of South Africa by the use of knowledge management practices and principles. Non-government organizations face several service delivery challenges that affect their performance. Knowledge management assists in enhancing performance by means of organizational learning. However, the adoption of knowledge management systems has been limited to the profit-making sector. This study includes an evaluation of the contributing factors influencing the adoption of knowledge management and the extent to which non-government organizations use knowledge management to promote organizational learning. An interpretivist, qualitative case study approach was used on five non-government organizations cases from the Makana region of the Eastern Cape Province of South Africa. A suitability profile sampling method was developed to select the non-government organization cases. The participants in the research include non-government organizations’ managers, employees and volunteers. Literature was explored to gain a better understanding of the research area. The research was initiated by an open-ended questionnaire to gather data from the participants, followed by a focus group to enrich the interpretation of the findings. The research proposes a framework to facilitate the adoption of knowledge management systems in non-government organizations. The findings of the research are intended to enhance the performance of non-government organizations projects by means of the use of knowledge management systems.
- Full Text:
- Date Issued: 2018
- «
- ‹
- 1
- ›
- »