Integrated Strategies for Creating Citizen-Centric Public Sector Organisations

Abstract

The establishment of an effective citizen-centric public service system is an iterative process requiring investment in the appropriate e-government technologies and cultural change and transformation. This research evaluates the effectiveness of the process for the establishment of a citizen-centric public service system. Conceptual analysis as a qualitative research technique was used to critically synthesize and triangulate theories for a citizen-centric public service system with the findings of the empirical studies on the implementation of a citizen-centric public service in South Africa. Findings indicated South Africa to have made significant strides by adopting relevant policies, legislations and technological frameworks to enhance the use of models such as one-stop- shop and walk-in centres. However, further analysis highlighted the initiatives to establish an effective citizen-centric public service is still inhibited by ineffective seamless integration and synchronisation of activities between different government departments and units in different geographical regions. Besides internet connectivity and affordability of telecommunication costs in the rural areas, other challenges were found to be linked to lack of change and transformation of the organisational cultural practices. In the light of these challenges, we suggested a strategic framework emphasizing among others investment in the appropriate e-government technologies and change and transformation of the organisational cultural practices as part of the critical strategies for enhancing the successful establishment of a citizen-centric public service.

Keyphrases: citizen-centric, performance, public sector organisations, strategies