Knowledge Management for Service Delivery in the South African Public Sector - Dr Snowy Khoza, DBSA

KNOWLEDGE MANAGEMENT FOR SERVICE DELIVERY IN THE SOUTH AFRICAN PUBLIC SECTOR

• The purpose of this paper is to share with the Conference the findings of the research conducted on Knowledge Management for Service Delivery in the South African Public Sector in 2007/2008 .

• The concern was why is it that after the new Government in South Africa took office in 1994 and have addressed so many of the service delivery challenges, service delivery strikes have continued from the community and public servants perspectives.
• Experiences from different countries (e.g. Canada, United States, Australia, New Zealand) have shown that service delivery through knowledge management can be fast tracked. There is unfortunately no African experience on how knowledge management can be leveraged to improve service delivery.
• Part of this study was to come up with models on how to leverage KM for service delivery particularly to avert service delivery strikes that continue to take place in South Africa.
• The South African experiences from this research are more African than European and can be modelled and shared in the continent to improve service delivery in local government. Thus the reason for this presentation.

Browse the full presentation version of the paper by downloading the .pdf version