An analysis of the design factors of work procedures: implications for local government administration in South Africa

Abstract

Work design and, in particular, work procedures have been a focus of much research in organisational development studies. However, their relevance and practice are rarely researched in public administration. This article presents an analysis of important design factors to be considered in the development of work procedures. The relevance of this study in the context of a developmental local government in South Africa is critical at a time when many municipalities are grappling with institutionalising service delivery administrative processes for the effective delivery of basic services. A quantitative research approach using a cross-sectional survey design involved 250 employees from three municipalities in South Africa. Structural equation modelling was used to determine the impact of critical factors on the design of work procedures for local municipalities. The study finds that out of the eight critical factors tested, the participation of local government employees in the development of work procedures and an effective municipal communication apparatus are significantly associated with the design of work procedures. We conclude that the design of work procedures should entail employee participation engendered through communication that freely and openly allows all stakeholders to share a common vision for service delivery. The findings further provide a theoretically underpinned framework as regards setting policy for achieving effective work procedures in similar local government contexts across the developing world.

Points for practitioners

While leadership and accountability, continuous improvement, shared vision, effective communication, and organisational policy are important factors to consider, employee participation is the most critical factor that affects the design and utilisation of work procedures in local municipalities. Policymakers/practitioners must seek empirical evidence as a basis for determining design considerations for effective work procedure design and redesign. This article provides a theoretically underpinned framework as regards setting policy for achieving effective work procedures in local municipalities.