EVALUATING THE ROLE OF DIGITAL TRANSFORMATION IN THE PUBLIC SECTOR- A CASE STUDY OF SITA, SOUTH AFRICA
The study aims to evaluate the digital transformation within SITA by examining the challenges faced, assessing the impact on service delivery, identifying employed strategies, and providing recommendations for enhancement. This qualitative study employs semi-structured interviews with SITA employees and a thematic analysis approach. Secondary data sources, including official SITA documents, were also analysed to provide context. The findings reveal systemic barriers such as resistance to change, technological constraints, and financial limitations. Despite these challenges, the implementation of security measures and the adoption of advanced technologies like cloud computing and big data analytics have shown potential for improving service delivery. The study provides actionable recommendations, including fostering strategic partnerships, enhancing organisational adaptation, and empowering employees through continuous training and clear communication. The study's limitations include a focus on a specific timeframe, reliance on qualitative data, and potential biases in stakeholder perspectives. Future research should, among others, explore long-term outcomes, and impact measurement to fully understand the implications of digital transformation in the public sector.
Digital Transformation, Public Sector, SITA, South Africa, Technology-Organization-Environment (TOE) Framework, Service Delivery, Organisational Change, Advanced Technologies, Strategic Partnerships.