Evaluating the success of the Western Cape Provincial Treasury MyContent Central Repository in Cape Town, South Africa

Netshisaulu, Murunwa

Evaluating the success of the Western Cape Provincial Treasury MyContent Central Repository in Cape Town, South Africa

Thesis / Dissertation

2026

Publisher

University of Cape Town

Department

Library and Information Studies Centre (LISC)

Faculty

Faculty of Humanities

Abstract

The era of digital technologies necessitates that organisations leverage the capabilities of Enterprise Content Management Systems solutions for the efficient management and preservation of digital content. However, a review of the literature shows that users are reluctant to adopt ECM system solutions, which hampers the digital transformation agenda. The study aimed to supplement the WCG ECM system post-implementation evaluations at the site of study by gathering insight regarding the impediments to the adoption of the WCG ECM system. Specifically, to understand the key adoption factors that influence the adoption of the WCG ECM system at the provincial department level, the key factors that impede the adoption of the WCG ECM system, the alternative systems users are adopting to manage official electronic records, and their reasons for doing so. Guided by the Delone and McLean Information Success model and adopting the multi-method approach and purposive sampling technique, the study collected data using a questionnaire and interviews with employees at the Western Cape Provincial Treasury programme level. The study affirms that the ECM system is embedded in the organisational ecosystem. However, training, ease of use and legacy systems impede user uptake, which drives users to seek alternatives to bridge system shortfalls. As ECM systems preserve the institutional memory of the organisational ecosystem, the adoption issues compromise the integrity of information assets as digital content is segmented across multiple platforms, which goes against the one-system objective. The study recommends that addressing the ECM adoption problem not only entails strengthening training interventions and management support but also necessitates that the use of legacy and alternative systems be reviewed, and evaluation tools and organisational autonomy be a key part of the ECM system agenda. Therefore, future research can explore the influence of the authoritative agency DCAS on ECM user adoption at the WCG.