The application of knowledge management practices in public service organizations.

Abstract

management is a powerful tool that ensures that government functions in an effective and efficient manner thus upholding professional and highly productive capable public service. It is viewed by many as a strategic resource that can be applied in all government operations to preserve organizational memory, and also as an organizational asset for enhancement of service delivery. As a result, the recognition of knowledge management by public service as a strategic resource will result in government achieving its goals and objectives, furthermore ensuring that government departments achieve improved performance and quality in service delivery. However, the implementation of knowledge management in the Public Service has progressed without an agreement on a framework of standards, systems and commonly accepted definitions and terms. This resulting in inadequate access to and sharing of organizational knowledge as a strategic resource for achieving organizational goals thus posing a strategic risk in the respective organizations. This has contributed to challenges on clarity of the knowledge management concept affecting amongst others, modalities of implementation in the public service, consequently leading to weak integration of knowledge management with the institutional functioning process. The aim of this study was to determine whether application of knowledge management has succeeded in driving service delivery efficiency in the Western Cape Government Department of Transport and Public Works and National Treasury. The qualitative research was employed for this study using semi structured interviews as a data collection instrument. The study used purposive sampling with twelve respondents inclusive of operational staff, middle, senior and executive management representatives from both departments. The findings revealed that knowledge management is a process that entails gathering, creating, classifying, saving and disseminating knowledge so as to create organizational memory and learning organizations. Key to this process is the human capital involved. The findings also point out leadership buy-in and support, culture of sharing and availability of technological platforms as key drivers for successful implementation of knowledge management. It is recommended that knowledge management be defined in the context of government in line with the mandate of government on service delivery which is outlined in the National Development Plan.