An empirical analysis of local government document management systems using constructs of the Technology Acceptance model (TAM) and Total Quality Management (TQM) across selected clusters in the eThekwini Metropolitan Municipality in KwaZulu-Natal. South Africa

Abstract

Background: Document management processes represent a key consideration in business success and quality management. There is ongoing pressure for the public sector to embrace these tools to increase efficiencies, reduce cost, waste and more significantly upholding their mandate of improved services to its citizenry. The development of innovative document management systems may offer a potential strategic advantage for businesses whose running costs and business activities centrally depend on the management of documents Aim/ Purpose: - The fundamental aim of the study was to conduct an appraisal of local government document management systems using the constructs of the Technology Acceptance Model (TAM) in order to evaluate their impact on Total Quality Management (TQM) in selected clusters across eThekwini Municipality in Kwa-Zulu Natal, South Africa. Setting: South Africa comprises of nine provinces, one of which is KwaZulu-Natal, located on the east coast of South Africa. The eThekwini Municipality consists of a diverse society confronted with various social, economic, environmental and governance challenges. Methodology - An exploratory sequential mixed method comparative case study design described the study’s methodology. The study was based on the combination of a desktop review; semi-structured exploratory individual interviews (n=45) with executive and strategic employees within the municipality; focus group discussions (n=2) and a quantitative online survey(n=186). Data collection and data analysis methods: All the data collected from the qualitative processes for example, the focus group discussions and the individual interviews were analysed using a hybrid of approaches. Emergent themes and variables on interest were explored further via an online survey that was based on a quantitative design Findings: The current study utilised a combination of TQM and TAM analyses of different document management systems and engagement with key personnel to develop a model to support the uptake of new document management systems. Primarily, political, technological and socio-cultural factors were found to have contributed in influencing whether or not, employees take up a newly introduced DMS. Conclusion and Implications for practice: - The South African context creates a unique dynamic and, for that reason, traditional westernised models related to technology acceptance were found inadequate.