Title page for ETD etd-06192006-154208

Document Type Doctoral Thesis
Author Fisher, Hilton
Email hiltonf@po.gov.za
URN etd-06192006-154208
Document Title An assessment of the state of e-government in South Africa - the case of the Government Employees Pension Fund
Degree PhD (Public Affairs)
Department Public Management and Administration
Advisor Name Title
Prof J O Kuye Co-Supervisor
Prof N L Roux Co-Supervisor
Prof P A Brynard Supervisor
  • information and communications technology
  • customer relationship management
  • systems integration
  • interoperability
  • e-citizens
  • paperless
  • seamless
  • information security and risk
  • workflow (document management)
  • digital divide
  • e-administration
  • e-government
  • e-governance
Date 2005-08-01
Availability unrestricted
E-government, electronic Public Administration, has led to streamlined work processes within and between government departments. As theories of administration and management seek to improve processes, electronic administration seeks to improve electronic processes in an effort to provide efficient services. The unique contribution of this study on Public Administration and the related e-government initiatives of the Government Employees Pension Fund is that none of this research has been documented before.

Whilst e-government is not new, its application to the Government Employees Pension Fund is novel. E-government espouses integrated partnerships between governments and e-citizens by creating an understanding of electronic relationships between and within organisations. The thesis considers electronic Public Administrative service delivery in the Government Employees Pension Fund as it relates to civil pensions administration.

Successful e-government needs a critical mass of users that is central to ensuring its sustainable and successful utilisation. If a critical mass of users is not ensured then e-government initiatives will not be successful. Attempts by the Government Employees Pension Fund to develop a customer relationship management approach are assessed. Sustainable and successful e-service delivery is about providing multi-nodal access to clients. An interactive web site, amongst others, will allow clients to access services remotely.

Seamless government is developed around customers’ needs and is outward looking since it provides a single access point for all services offered by government. Gaining access to information and communications technologies is a challenge that many face, hence the digital divide is a stymieing factor in providing seamless, successful e-government services.

Not all e-government initiatives are successful. Information and communications technology initiatives are not always implemented according to planned timelines and budgets. The case of the Government Employees Pension Fund proved to be no different given that not all the e-government initiatives embarked upon were successful.

  Filename       Size       Approximate Download Time (Hours:Minutes:Seconds) 
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  00front.pdf 45.78 Kb 00:00:12 00:00:06 00:00:05 00:00:02 < 00:00:01
  01chapters1-3.pdf 757.78 Kb 00:03:30 00:01:48 00:01:34 00:00:47 00:00:04
  02chapter4.pdf 600.84 Kb 00:02:46 00:01:25 00:01:15 00:00:37 00:00:03
  03chapters5-6.pdf 568.17 Kb 00:02:37 00:01:21 00:01:11 00:00:35 00:00:03
  04references.pdf 65.02 Kb 00:00:18 00:00:09 00:00:08 00:00:04 < 00:00:01

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