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The impact of change management in the public service : case study of the South African social security agency.

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Change Management is a universal call for every government institution in many countries. It is also viewed as a structured approach for ensuring that changes are thoroughly and smoothly implemented, and for achieving lasting benefits of change. The objectives of the study were to explore the role of Change Management at the South African Social Security Agency (SASSA), to examine the impact of Change Management for future policy makers, and to interrogate the challenges and opportunities of Change Management. This study employed both qualitative and quantitative research. In the collection of primary data, the sequential approach was used. In phase one, questionnaires were distributed, and phase two comprised the in-depth interviewing of SASSA officials (qualitative research). The findings reveal that it is high time that the public sector embrace the concept of Change Management, for the betterment of government departments and entities. The study also revealed that Change Management will also support responsibility and accountability in whatever is done or introduced in different departments and entities. The recommendations of the study are that staff members be rotated more often, and that they be rotated if and when they want to be, in order for them to be kept interested in what they do. SASSA will, in turn, become the employer of choice and productivity will increase immensely as the 3Es (economy efficiency and effectiveness) will be achieved, thus providing better service delivery for all South Africans. The study focused on the implementation of Change Management in the South African Social Security Agency (SASSA).


MPA. University of KwaZulu-Natal, Durban, 2015.