E-Government for good governance : barriers to the implementation of digital workflows in the Namibian public service

Negumbo, Sarah Iyaloo (2018-03)

Thesis (MA)--Stellenbosch University, 2018.

Thesis

ENGLISH SUMMARY : E-Government implementations aim to streamline the public service to essentially automate their processes, with the aim to improve service delivery to citizens and businesses. Digital workflows are one aspect of such streamlining by enabling workflow management with the help of computers, so allowing for fine-grained control over steps in work processes leading to consistency and error prevention, whilst at the same time allowing for measurement and reporting. Digital workflows promise to enable governments to accelerate service delivery, reduce costs and improve the quality of its services at all levels. However, the implementation of the digital workflows often fails to live up to this promise. The thesis investigates the implementation of various digital workflows in various Government Offices, Ministries and Agencies (OMAs) in the Namibian Public Service. It describes how the Office of the Prime Minister, the Ministry of Finance, the Ministry of Information Communication and Technology, and the Office of the Auditor managed and implemented their e-government projects and applications. The investigation was conducted through direct observation, document analysis and face-to-face interviews. The thesis aimed to determine how well digital workflow are embedded in the various e-government projects and applications, to what degree these digital workflows are used by the officials, and in particular whether digital signatures are used in the workflows. In addition, the thesis tries to outline the capacity and experience of the officials responsible for the implementation of the selected e-government projects to show what capacity challenges hinder full implementation in a developing country context like Namibia. It is concluded that proper implementation and usage of the e-government digital workflows falls far short of its promise and at a cost of inefficiency and ineffectiveness towards service delivery. The thesis summarizes the status of digital workflows through the e-government projects and applications, highlights the elements from the context that stifled full implementation and makes recommendations of how to improve future implementations and practices for egovernment projects in similar developing country contexts.

AFRIKAANSE OPSOMMING : Die implementering van e-regering poog om die staatsdiens te vereenvoudig deur prosesse te outomatiseer ten einde dienslewering aan burgers en besighede te verbeter. Digitale werkstrome is een aspek van so 'n vaartbelyning deur werkstroombestuur met behulp van rekenaars moontlik te maak. Dit laat fyn beheer toe oor die stappe in werkprosesse wat op sy beurt lei tot konsekwentheid en foutvoorkoming, en laat terselftertyd monitering en verslagdoening toe. Digitale werkvloeie beloof om regerings in staat te stel om dienslewering te versnel, koste te verminder en die gehalte van dienste op alle vlakke te verbeter. Die implementering van digitale werkvloeise voldoen egter selde aan hierdie belofte. Die tesis ondersoek die implementering van verskeie digitale werkvloeie in verskeie Regeringskantore, Ministeries en Agentskappe in die Namibiese staatsdiens. Dit beskryf hoe die Kantoor van die Eerste Minister, die Ministerie van Finansies, die Ministerie van Inligtingskommunikasie en Tegnologie en die Kantoor van die Ouditeur hul e-regeringsprojekte en toepassings bestuur en implementeer het. Die ondersoek is uitgevoer deur direkte waarneming, dokumentanalise en persoonlike onderhoude. Die tesis mik daarop om te bepaal hoe goed digitale werkvloeie in die verskillende e-regeringsprojekte en toepassings ingebed is, in watter mate hierdie digitale werkstrome deur die amptenare gebruik word, en veral of digitale handtekeninge in die werkvloeie gebruik word. Daarbenewens probeer die tesis die kapasiteit en ervaring van die amptenare wat verantwoordelik is vir die implementering van die geselekteerde e-regeringsprojekte omskryf om te wys watter kapasiteitsuitdagings volledige implementering in 'n ontwikkelende landskonteks soos Namibië belemmer. Daar word tot die gevolgtrekking gekom dat die behoorlike implementering en gebruik van e-regering digitale werkstrome ver by sy belofte tekortskiet en dit teen die koste van ondoeltreffendheid en ondoeltreffendheid teenoor dienslewering. Die tesis gee 'n opsomming van die status van digitale werkvloeie in die e-regering se projekte en toepassings. Die elemente uit die konteks wat die volle implementering belemmer het, word beklemtoon en aanbevelings gemaak oor hoe toekomstige implementerings en praktyke vir e-regeringsprojekte in soortgelyke ontwikkelende lande verbeter kon word.

Please refer to this item in SUNScholar by using the following persistent URL: http://hdl.handle.net/10019.1/103753
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