Digitization of operations in public sector procurement: A South African perspective

Abstract

This study examines the implementation of digital technologies in public sector procurement departments in South Africa, with a focus on national departments in Gauteng province. The research aims to assess the impact of organizational culture on turnaround time, the effect of automation on customer satisfaction, transparency and efficiency, and the influence of management on the digitization of procurement operations. A quantitative research design was employed, utilizing a survey questionnaire distributed to 252 respondents from national departments in Gauteng. The Technology Acceptance Model (TAM) is applied as a theoretical framework to test user’s technology acceptance. The findings reveal that organizational culture significantly impacts the turnaround time of current processes, with key components such as leadership support, training initiatives, and best practices influencing the adoption of automation. Automation of tender processes was found to positively affect customer satisfaction, transparency, and efficiency in procurement operations. The results also indicate that management plays a crucial role in the digitization of procurement operations, although trust issues within departmental culture may hinder adoption. This research contributes to the understanding of digital transformation in public sector procurement and provides insights for policymakers and practitioners on effectively implementing digital technologies to enhance governance, transparency, and operational efficiency in South African public procurement processes.