4. Electronic Theses and Dissertations (ETDs) - Faculties submissions

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    Determinants of a Digital Work System for Financing SMMEs in South Africa
    (University of the Witwatersrand, Johannesburg, 2024) Ndabeni-Abrahams, Tembisa
    The purpose of this qualitative study is to explore the determinants of the digital work system for the fintech or digital financing ecosystem for South Africa. In digital financing, there is an expectation that digitalization would make access to finance easier, yet this has not happened as expected in developing countries such as South Africa. Some reasons are related to policy and regulation that remains unclear in many countries constraining the development of fintech solutions and broadly, digital financing. Therefore, this study sought to address the following primary research question: what are the determinants of the digital financing system of South Africa? Three secondary research questions were then asked to help in addressing the primary research question. A case study approach using critical realism as the research paradigm. South Africa was used as a case study, with data being collected from SEDA and SEFA representatives, with additional secondary data collected from the Enterprise Supplier Development forum, a community-of-practice group of SMMES and other partners in the small business sector. Face-to-face interviews were conducted with additional document analysis. Work Systems Theory (WST) was used as the analytical framework for understanding the digital work system for the fintech system in South Africa. The results of the analysis allowed three conclusions to be stated as follows: Government and other stakeholders and relevant SOEs such as SEFA and SEDA should foster financial innovation while maintaining financial system integrity. A multi-collaborative process for policymakers to rethink established policies of Fintech to recognize that recent trends in digital transformation requires a fresh look at policies. Secondly, investments in both physical and digital infrastructure is essential to enable comprehensive strategic initiatives that support small business sector growth. Third, insights from the analysis and discussions emphasize the pivotal role of stakeholders in shaping the digital financing landscape. While sometimes there is ‘conflicts’ in service provision, the themes of external collaboration, financial product innovation and market expansion are important determinants for collaboration interactions among stakeholders in a digital financing system.
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    The use of digital internal communications for operational excellence: A case study of African Rainbow Minerals (ARM)
    (University of the Witwatersrand, Johannesburg, 2024) Maloka, Mologadi Betty; Ochara, Nixon
    This research paper employs a qualitative research methodology with a deductive approach to investigate the impact of digital internal communication on operational excellence, using African Rainbow Minerals (ARM) as a case study. The study recognises employees as primary stakeholders, contending that well- informed employees contribute to heightened productivity. Digital communication, facilitating information exchange and team collaboration, plays a pivotal role in the workplace. The study explores the use of digital communication tools for internal communication, customer interaction, teamwork, and overall productivity enhancement. Digital internal communication tools streamline feedback, idea expression, and collaboration, fostering a conducive environment for meaningful employee engagement. Effective internal communication is crucial for organisational culture, work enthusiasm, and stability during turbulent periods. The adoption of key elements in digital workplaces, including inclusion, reinvention, employee empowerment, and technological balance, is essential for achieving operational excellence. The study reveals that ARM employees primarily use four digital tools for improved collaboration and communication. However, challenges like resistance to change and poor system implementation hinder communication system objectives. The research and proposed model underwent experts’ evaluation for constructive feedback. The study emphasises the importance of aligning digital communication strategies with organisational goals, promoting inclusivity, and fostering adaptability. Integrating these recommendations into ARM's digital transformation strategy can lead to a more connected and agile workforce, enhancing operational excellence in the mining industry. The study concludes that digital communication is crucial for operational excellence but requires mutual understanding among key stakeholders in implementing digital tools
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    The Impact of Digital Leadership on Digital Maturity: A South African Case Study
    (University of the Witwatersrand, Johannesburg, 2024) Jaffer, Aasma; Sethibe, Tebogo
    In the rapidly evolving landscape of digital transformation, the role of digital leadership in driving organizational maturity has become increasingly crucial. This study investigates the impact of digital leadership on digital maturity within the South African fintech sector, aiming to provide insights into the mechanisms through which leadership practices influence digital maturity at a factor level. This was broken down into two key areas: identifying the most critical indicators of digital maturity and investigating the impact of digital leadership on five factors of digital maturity based on the digital maturity model used. Drawing upon a conceptual framework rooted in the literature on digital leadership and digital maturity, the study utilises an established digital maturity instrument, the Unified Digital Maturity Model by Armstrong & Lee (2021). The research employed a quantitative approach, utilizing a sample of 150 employees from various fintech companies in South Africa. Data was collected through a structured survey instrument, and statistical analysis, including regression analysis, was conducted to examine the relationship between digital leadership behaviours and organizational digital maturity levels. The findings reveal significant positive correlations between digital leadership and all five factors of digital maturity studied, namely Customer Orientation & Engagement, Digital Product Innovation, Workforce Enablement & Performance, Core Processes Digitisation and New Value Streams & Business Models. The study identifies the top three most critical digital maturity constructs as Organisational Culture, Workforce Enablement & Performance, Customer Orientation and at indicator level, found eight critical variables. These results underscore the importance of cultivating digital leadership capabilities to foster high digital maturity and in turn, streamline digital transformation in the South African fintech context. The study concludes by highlighting the imperative for organizations to prioritize investments in digital leadership development as a strategic imperative for navigating the digital landscape effectively.
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    Digital Transformation of the Magistrate Courts in South Africa
    (University of the Witwatersrand, Johannesburg, 2024) Zikalala, Khanyisile; Magida, Ayanda
    Technology tools have been on the rise in multiple industries, and court administrators in South Africa can improve court service delivery by implementing more digital tools to manage court processes. To understand how digital transformation of court processes can enhance service delivery, a study was conducted with eight participants selected based on their roles and experiences within the Department of Justice (DOJ) and as users of the court services. The study involved face-to-face and virtual interviews and an analysis of the DOJ's strategy documents. The manual administration of court processes in South Africa has increased corruption. This manual system permits the manipulation of court documents, resulting in unjust outcomes and unnecessary delays in court hearings. The findings revealed that digital transformation of court processes is necessary to improve service delivery, but internal and external challenges could impede the implementation of the digital transformation strategy. The DOJ's modernization plan provided a detailed execution plan, identified the challenges faced during the execution of the plan, and suggested mitigating action items to minimize the risks. Change management is essential for addressing internal barriers to successfully implementing the digital strategy, requiring management to give it priority. The lawyers representing the citizens advocated for those who do not have access to digital tools, stating that digital transformation would benefit both people with and without access to digital tools. The transformation would also reduce the number of cases held in court buildings, allowing more focus on less digitally developed areas. The study underscores the imperative of digitizing court processes, not only for enhancing service delivery within the judicial system but also for upholding the right to impartial justice for all. The digitization of court processes will reduce instances of fraudulent cases and promote transparency within the broader legal framework, and the DOJ's modernization plan provides a detailed execution plan to overcome the challenges that could impede the implementation of the plan.
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    The role of crowdsourcing on digital transformation and operational performance in African financial services
    (University of the Witwatersrand, Johannesburg, 2024) Nayer, Vishal
    This research scrutinises the influence of Crowdsourcing (CS) in propelling Digital Transformation (DT) and bolstering Operational Performance (OP) within African Financial Service Providers (FSPs). While CS merges outsourcing, social networking, and mass collaboration to utilise a wide pool of intellect for complex problem-solving, its integration in DT is crucial for FSPs to harness global insights and expertise. In Africa, DT is lagging, primarily due to low Digital Maturity (DM), restricted technology access, and cultural resistance. This study addresses these impediments by examining the role of CS in expediting DT and its subsequent effect on OP. The research methodology entailed semi-structured interviews with 15 stakeholders in the industry, involving CEOs, CTOs, and Senior Managers. Data was analysed using AtlasTi software, ensuring credible, informed conclusions through thematic analysis and triangulation with secondary sources. Although the qualitative nature of this study limits its generalisability, it provides an intensive exploration of CS as a catalyst for DT and OP enhancement in the sector. Findings illuminate CS's pivotal role in the digital evolution of African FSPs, presenting a strategic path to overcome digital maturation challenges and stay competitive. The study's theoretical underpinnings are based on the Diffusion of Innovation theory, positioning CS as an instrument for disseminating new ideas and practices vital for achieving OP in the digital era. It offers a strategic framework for FSPs to navigate digital maturity, access challenges, and cultural resistance. Ultimately, the study outlines how CS can be harnessed to accelerate the adoption of DT initiatives, thus refining operational efficiency, and securing a competitive edge in a dynamically shifting industry landscape.
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    The influence of organisational learning in defining digital strategies within South African banks
    (University of the Witwatersrand, Johannesburg, 2023) Massango, Alcinda; Alagbaoso, Manessah
    This study investigates the role of organizational learning (OL) in the formulation of digital strategies (DS) within the context of South African (SA) banks. It employs a qualitative approach and drawing upon a comprehensive literature review and empirical data collected from interviews with key stakeholders, the study examines the critical elements, challenges, and enablers inherent in integrating OL into DS formulation processes. The findings underscore the pivotal role of OL in shaping agile and responsive digital strategies that enable banks to navigate the dynamic digital landscape and drive sustainable growth. Key themes identified include the importance of clear organizational vision and strategic alignment, investment in talent development, cultivation of an agile and flexible organizational culture, and effective communication and knowledge-sharing practices. The study concludes by offering strategic recommendations for SA banks to enhance their digital capabilities and achieve strategic objectives through the effective integration of OL into DS formulation processes. Additionally, limitations encountered during the study are discussed, and suggestions for future research are presented
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    Digital Transformation Initiatives in Gauteng Provincial Government
    (University of the Witwatersrand, Johannesburg, 2023) Makhubele, Nomsa Tintswalo; Genga, Cheryl
    Digital transformation is a crucial aspect of modernising the public sector in South Africa. The Gauteng Provincial Government (GPG) has been leading the implementation of various digital technologies to improve efficiency and citizen engagement. One of the digital transformation initiatives implemented in Gauteng is e-recruitment, which aims to streamline the hiring process. This qualitative study used a purposive sampling of HR personnel to investigate the acceptance of e-recruitment in the Gauteng Provincial Government, which has fourteen provincial departments. The study was conducted using focus group interviews to understand the general experience that the HR officials have with the e-recruitment system, its impact and effectiveness, and how these relate to digital transformation. A study sample of ten (10) HR personnel participated in the study. The study's findings indicated that while e-recruitment is perceived as user- friendly and advantageous, its benefits were outweighed by several drawbacks. Inadequate IT infrastructure, a deficiency in customer engagement tools, and a lack of core process and workforce enablement were identified as factors that diminished the perceived benefits of the system. These drawbacks can influence an organisation's digital transformation journey. It is recommended that Gauteng address its Digital Application and Impact dimensional elements urgently. Addressing these issues is crucial to ensuring that Gauteng maximizes the return on its investment and fast-tracks its digital transformation. The study confirmed that in the enterprise context, such as public service, where adoption is mandatory, a lack of perceived benefits does not necessarily lead to system abandonment, but it can affect its digital transformation. System adoption can be sustained if one of the two factors of TAM is in place, as was the case with the ease of use sustaining the use of the system alongside the departmental strategy of digital transformation and modernisation
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    The implementation of digital transformation in the South African retail industry
    (University of the Witwatersrand, Johannesburg, 2024) Nkosi, Mathandi; Magida, Ayanda
    Many organisations across all industries are pressured to re-think and re-imagine theirorganisational structures, processes and business models in light of the digital era. Thisincrease has disrupted organisations, as technology is changing how organisationsoperate, and most are pressed to move from their original business models. Thistransformation of business models, processes and business outcomes enabled by anorganisation’s ability to apply new digital technologies to transform their current businessmodels and processes is referred to as Digital Transformation. Organisations withsuccessful DT implementation have recorded benefits in interacting with their customers.It also results in streamlined business processes and the creation of new business models.This study explored the current understanding, implementation drivers, and challenges ofDT implementation within the SA retail sector, focusing on those in leadership positionsand DT SMEs to gain insight into the current status quo and identify any misalignmentswithin the sector. This exploratory study examines the implementation of DigitalTransformation (DT) in the South African retail sector. Semi-structured interviews wereused to conduct this study to explore the participants’ experiences and knowledge; thestudy participants were individuals who were in leadership positions or were DT subjectmatter experts.Some of the key research findings from the study established the understating of DT inthe retail sector when participants defined DT as inclined towards process changes,process improvements, and transformation of the organisation. E-commerce emerged asa key DT trend within the retail sector
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    Leadership during Digital Transformation in the South African Banking Sector
    (University of the Witwatersrand, Johannesburg, 2024) Mahadeo, Zane Jonathan; Mazonde, Nomusa
    This paper investigated the pivotal role of leadership in the context of digital transformation within the South African (SA) banking sector. The study delved into the various leadership styles, competencies, and practices adopted by banking leaders to propel digital transformation initiatives. As part of this research, qualitative research methods, were applied which included in-depth interviews with senior leaders in the SA banking sector. Through their perceptions and experiences the research sought to uncover critical leadership practices, including the identification of the most suitable leadership styles, the cultivation of a digital culture, and the implementation of effective change management strategies. Moreover, the paper aims to identify the current challenges faced by leaders in navigating the digital transformation landscape. This research will contribute to the existing body of knowledge on leadership during digital transformation in the SA banking sector. It will also enable organisation to harness the full potential of digital advancements and implement competitive strategies to succeed in the ever-evolving banking industry
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    Digital skills development at a global assurance, tax and advisory consulting firm in South Africa
    (University of the Witwatersrand, Johannesburg, 2023) Saley, Azhar; Gobind, J.
    Digital technology continues to evolve, and the way employees work is constantly changing. To keep up with the rapid technological developments and compete in the digital economy, organisations need a digitally skilled workforce with the skills and capabilities required to drive digital transformation. However, a qualification audit conducted by the Consultancy X HR team in February 2022 indicated that the qualifications and certifications of employees do not equip them with the skills required to support the consultancy's digital transformation journey. The purpose of this study was to investigate the low uptake in digital skills development for employees at a global assurance, tax and advisory consulting firm in South Africa. This study followed a qualitative research design, and data was collected through semi-structured interviews, which involved the researcher conducting 60-minute virtual interviews with 9 participants to collect in-depth insights and data from participants on their perceptions of digital transformation and the digital skills uptake at Consultancy X, the impact of the emerging technologies on their roles and the effectiveness of the organisation's current digital skills development approach. The thematic analysis technique was used to analyse the themes and patterns in the feedback from participants. The study found that the low uptake in digital skills development at Consultancy X was primarily due to time constraints resulting in digital skills development not being prioritised, lack of exposure to digital technologies/skills and resistance to change from employees. The findings also revealed that the organisation’s current digital skills development approach is ineffective due to limited resources being available to support digital skills development and leadership not actively driving digital skills development. However, employees are willing to learn and adopt emerging technologies if they have clarity on the objectives/benefits of the technology; the technology is user-friendly and saves them time. Recommendations were made that may assist the leadership team at Consultancy X in increasing the uptake in digital skills development