IDEAS home Printed from https://ideas.repec.org/a/rbs/ijbrss/v12y2023i3p109-121.html
   My bibliography  Save this article

Stakeholder engagement: A service delivery-based strategy formulation process in the public sector of South Africa

Author

Listed:
  • Michael Twum-Darko

    (Graduate Centre for Management, Cape Peninsula University of Technology, Cape Town, South Africa)

  • Nqwenelwa Ncede

    (Department of Public Administration, Cape Peninsula University of Technology, Cape Town, South Africa)

  • Robertson Tengeh

    (Head of Department of Public Administration, Cape Peninsula University of Technology, Cape Town, South Africa)

Abstract

This paper explores stakeholder engagement in the strategic management process for service delivery in government. The main objective is to determine the factors influencing insufficient stakeholder engagement of strategic management processes for service delivery by a government department. The four moments of translation concept of Actor Network Theory (ANT) was utilised as a theoretical framework to understand and explain the interplay between the initiator of the network of service delivery and other actors in the network in aligning diverse interests to achieve service delivery goals. The assumption was that the phenomenon was ontologically subjective and that it was appropriate, epistemologically, to adopt an interpretive paradigm as the leading research philosophy, using a mixed approach of qualitative and quantitative elements wherein quantitative data was used to test the reliability of the qualitative data. Using the Western Cape Education Department (WCED) as a case study, a sample of 26 participants included 11 managers of WCED and 15 Khayelitsha Education Forum (KEF) members representing the community, school governing bodies and school principals and educators of 64 schools around Khayelitsha township. The study revealed that stakeholder engagement could address non-service delivery during service delivery strategy formulation and implementation. The findings suggest that a network of aligned interests should be established for continuous engagement in implementing strategic plans and service delivery in line with the mandate of Government departments and entities. The results imply intense arrangements and relationship building between government departments and citizens are needed to improve stakeholder relationships and alignment of service delivery expectations to reduce service delivery challenges. Key Words:Strategic Management; Services delivery; Stakeholder engagement; Diverse interest; Actor Network Theory

Suggested Citation

  • Michael Twum-Darko & Nqwenelwa Ncede & Robertson Tengeh, 2023. "Stakeholder engagement: A service delivery-based strategy formulation process in the public sector of South Africa," International Journal of Research in Business and Social Science (2147-4478), Center for the Strategic Studies in Business and Finance, vol. 12(3), pages 109-121, April.
    • Handle: RePEc:rbs:ijbrss:v:12:y:2023:i:3:p:109-121
    DOI: 10.20525/ijrbs.v12i3.2361
    as

    Download full text from publisher

    File URL: https://www.ssbfnet.com/ojs/index.php/ijrbs/article/view/2361/1767
    Download Restriction: no
    File URL: https://doi.org/10.20525/ijrbs.v12i3.2361
    Download Restriction: no
    File URL: https://libkey.io/10.20525/ijrbs.v12i3.2361?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:rbs:ijbrss:v:12:y:2023:i:3:p:109-121. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Umit Hacioglu (email available below). General contact details of provider: https://edirc.repec.org/data/ssbffea.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.