A framework for improving knowledge management and service delivery in the South African government

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.