Employee’s perceptions of information sharing for the delivery of services in the city of Tshwane’s customer relations department
Date
2022
Authors
Cooke, Henry
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Abstract
Information sharing is one of the fundamental tools that enables organisations to deliver services. Since information is such a broad topic, the information referred to in this study is limited to information that is needed to keep citizens informed regarding the delivery of services in the Customer Relations Management Department, regarded as the front office of the City of Tshwane (Tshwane, 2021b). Previous research has showed that lack of information sharing leads to inefficient and ineffective service delivery. It is for these reasons that this study aimed to explore employee’s perceptions of information sharing for the delivery of services in the City of Tshwane’s Customer Relations Department.
The study was rooted in practice and social exchange theory, practical theory, and expectancy–value theory. The chosen research approach for this study was the qualitative approach. This study used semi-structured interviews and a non-probability purposive sampling method. Ten participants across the regions of the City of Tshwane took part in this study. Permission was received from the City of Tshwane to conduct the interviews and the Wits School of Governance provided the researcher with ethical clearance. The main research question, "what are employees’ perceptions of information sharing for the delivery services in the City of Tshwane’s customer relations department?” was answered.
This study found that the perceptions of employees on information sharing for the delivery of services in the customer relations department in the City of Tshwane were not to the standard required by a local government organisation. Based on these findings, the researcher was able to provide recommendations to the City for Tshwane on information sharing for the delivery of services, and these findings opened up others areas for future research.
Description
A research report submitted partial fulfilment of the requirements for the degree of Master of Management to the Faculty of Commerce, Law and Management, Wits School of Governance, at the University of the Witwatersrand, Johannesburg, 2022