Understanding the achievement of benefits through use of Enterprise Content Management (ECM) systems in public sector organisations

Salamntu, Lumka Thami

Understanding the achievement of benefits through use of Enterprise Content Management (ECM) systems in public sector organisations

Master Thesis

2016

Publisher

University of Cape Town

Department

Department of Information Systems

Faculty

Faculty of Commerce

Abstract

Public sector organisations are implementing the Enterprise Content Management (ECM) system because of their large volume of unstructured content which led to documents being stored in various repositories. This made it difficult for such organisations to access, control and locate documents. ECM systems are therefore implemented to address the uncontrolled manner in which documents are saved, stored and accessed by employees. There were a number of other anticipated benefits. This study aims to explore and understand the achievement of benefits through the use of ECM systems and to determine the barriers preventing the benefits from being achieved in public sector organisations. The study used a qualitative research approach. Two cases of the public sector organisations were investigated in a cross-sectional study. Data was collected through semi-structured interviews and by viewing organisational documentation. Data was analysed using thematic analysis with elements of deductive and inductive approaches. An ERP benefits framework and the Enhanced Impact framework formed a theoretical base and were used as a lens for collecting and analysing data.

Keywords

Information Systems

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