In the digital transformation of public administrations, objectives are no longer simply the implementation of new technology, but the involvement of all stakeholders into the process of digitalization. The Digital Roadmap of the Austrian government emphasizes the need of co-production of public services as a key element to public service delivery and, subsequently, innovation of the public sector. To understand how co-production in digital service delivery is implemented in Austria, we conducted interviews with 41 experts from public administrations in order to understand who is involved in such processes, how they are involved, and what outcomes are to be achieved.
This study examines the influence of knowledge management (KM) practices on public service delivery by municipalities in the Eastern Cape province of South Africa. The study sought to determine the factors that have triggered the implementation of KM practices; the effectiveness of KM practices towards public service delivery; and the extent to which KM practices have influenced public service delivery by municipalities in the Eastern Cape province of South Africa. Both quantitative and qualitative methods were employed in this study. Quantitative data were collected through a survey questionnaire administered to a sample of 202 employees at the Raymond Mhlaba Municipality in the Eastern Cape. Qualitative data were collected through observations and interviews of 2 senior managers. The data collected gave a response rate of 72 per cent. The quantitative and qualitative data were analysed descriptively and presented verbatim respectively. The results indicated that the internal and external factors included in this study have contributed to the implementation of KM practices in the municipality. Furthermore, the effective use of KM practices has increased the organisational KM initiative, as well as the provision of services such as electricity, education, transport, and social services by the municipality. The study recommends the establishment of KM awareness and the establishment of an integrated system that will assist in effective knowledge sharing, retention and acquisition across municipalities in the Eastern Cape.
New development: COVID-19 as an accelerator of digital transformation in public service delivery
