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A framework for improving knowledge management and service delivery in the South African government
Author(s)
Barbier, Lance
Date Issued
2022
Type
Thesis
Publisher
Cape Peninsula University of Technology
Abstract
The purpose of this study is to investigate the relationship between Public Administration,
Knowledge Management and Service Delivery, as well as to determine if improved Knowledge
Management in the South African government could improve public sector service delivery. A
framework to improve Knowledge Management in the South African government to ensure
improved service delivery is proposed. The research study was designed using a quantitative and
qualitative research approach, that is, the mixed method of research was used. To collect data, a
survey questionnaire was used for quantitative purposes and a personal Internet-based interview
was used for qualitative purposes. Overall, the six layers of Saunder's Research Onion were used
as the framework to develop a reliable and credible research methodology and approach. The
target population was 221 government officials doing Knowledge Management practitioner work
in the South African government. The Taro Yamane formula was applied to yield a representative
sample of 139 government officials. The respondents participating in the study were treated
respectfully and with courtesy. The anonymity of respondents and confidentiality of input was
guaranteed. The responses were analysed statistically using a web-based statistics software
called DATAtab. Since the response rate was only 47% (n=65), the margin of error was reduced
from 5% to 7% but the level of confidence was maintained at 95%. This was done to ensure that
the study's findings were still considered trustworthy, valid and reliable and that the findings
correctly reflect the entire target population. The research questions were answered, the research
objectives were achieved and the proposed framework to improve Knowledge Management in the
South African government to ensure improved service delivery was developed. Ultimately, the
study proved that improved Knowledge Management would result in improved service delivery.
From a Public Administration standpoint, none of the literature analysed explains how to
successfully integrate Knowledge Management in the South African government to improve
service delivery. More research on this subject is necessary, especially, to determine the impact
of Knowledge Management on investor confidence and the inflow of Foreign Direct Investment
(FDI). The research will benefit governments of developing countries, particularly South Africa,
Public Administration scholars and Knowledge Management professionals.
Knowledge Management and Service Delivery, as well as to determine if improved Knowledge
Management in the South African government could improve public sector service delivery. A
framework to improve Knowledge Management in the South African government to ensure
improved service delivery is proposed. The research study was designed using a quantitative and
qualitative research approach, that is, the mixed method of research was used. To collect data, a
survey questionnaire was used for quantitative purposes and a personal Internet-based interview
was used for qualitative purposes. Overall, the six layers of Saunder's Research Onion were used
as the framework to develop a reliable and credible research methodology and approach. The
target population was 221 government officials doing Knowledge Management practitioner work
in the South African government. The Taro Yamane formula was applied to yield a representative
sample of 139 government officials. The respondents participating in the study were treated
respectfully and with courtesy. The anonymity of respondents and confidentiality of input was
guaranteed. The responses were analysed statistically using a web-based statistics software
called DATAtab. Since the response rate was only 47% (n=65), the margin of error was reduced
from 5% to 7% but the level of confidence was maintained at 95%. This was done to ensure that
the study's findings were still considered trustworthy, valid and reliable and that the findings
correctly reflect the entire target population. The research questions were answered, the research
objectives were achieved and the proposed framework to improve Knowledge Management in the
South African government to ensure improved service delivery was developed. Ultimately, the
study proved that improved Knowledge Management would result in improved service delivery.
From a Public Administration standpoint, none of the literature analysed explains how to
successfully integrate Knowledge Management in the South African government to improve
service delivery. More research on this subject is necessary, especially, to determine the impact
of Knowledge Management on investor confidence and the inflow of Foreign Direct Investment
(FDI). The research will benefit governments of developing countries, particularly South Africa,
Public Administration scholars and Knowledge Management professionals.
Additional information
Thesis (Doctor of Public Administration)--Cape Peninsula University of Technology, 2022
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