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and the operational ERP system right down to finer implementation details. The following key issues emerged from the findings:
Once implemented by a municipality, an ERP system enables both direct and indirect benefits to the citizen.
Contrary to what most writers claim, both direct and indirect benefits are difficult to quantify in monetary terms. This becomes even more difficult in a public setup where there is no competition. If you reside in Cape Town then you can only get services from its municipality.
A public organisation operates in a public environment where it is exposed to public scrutiny and so is its system.
The general ERP system implementation, in a public organisational environment, automatically realises indirect benefits.
Having realised indirect benefits, municipal organisations are further mandated to sustainably enable the realisation of direct benefits.
More direct ERP system benefits for the citizen result from management of the ERP system and additional functionalities.
Alignment can be drawn with the Framework for Strategic Plans and annual performance Plans (see Section 2.7.9 for the adapted structure of this framework). In this case, the outcomes become the indirect benefits; the outputs are the direct benefits while the impacts are the final value for the citizen when the public funds are efficiently and transparently used.
The explanations above harmonised the research findings with the research question. This was done by analysing how each finding contributed to the response to the main research question. It is, however, important to note that the findings will only make sense if they are treated in totality. If treated partially, then the main research question will not be satisfactorily answered. A summary of the findings is illustrated in Figure 4.5 on page 92 as the findings framework that emerged from the research.
141 5.5.1 Credibility
Hoepfl (1997) argues that in qualitative research credibility depends on the richness of the findings and not necessarily on the sample size. Lincoln and Guba (1985) advise that the use of raw segments of data and ―member checks‖ enable corroboration of findings.. Several quotations were thus cited to support the findings and research experts and the respondents were given an opportunity to check the findings in response to this advice. The respondents verified and confirmed the transcripts after each interview. This helped in improving the quality of the evidence and the interpretation. Credibility is mostly defined by the dependability of the study, according to Lincoln and Guba (1985).
5.5.2 Transferability
This refers to the extent to which a similar study would result in similar findings. This is irrespective of whether the research is conducted on the same organisation with the same respondents, or in any other organisation or setting. Lincoln and Guba (1985) advise the provision of sufficient information that enables the reader to determine applicability of the findings in a similar situation is needed
The results of this study are transferable to other municipalities in South Africa for the following reasons.
ERP systems and their functionality are generally the same regardless of the municipality they are implemented at.
The basic functions of municipalities are governed by legislation, therefore will be the same in all municipalities.
In light of the above, the results of this study which provide a perspective of how a computer system can facilitate benefits with appropriate management strategies should be applicable to other municipalities in South Africa.
5.5.3 Dependability
Furthermore, Lincoln and Guba (1985:317) advise the use of an ―inquiry audit‖. An audit trail that shows the key stages of the study is given below (see next two pages, Figure 5.3). This demonstrates the logical and coherent framework that was adopted to enhance dependability of the findings. The process and the products can then be examined for consistency.
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PHYSICAL RESEARCH AUDIT TRAIL
1. Identification of problem in the information management environment
After interaction with industry stakeholders in 2009, I developed interest in information management, specifically enterprise architecture.
2. The research proposal (2009)
A research proposal was compiled and considered by the Higher Degrees committee by mid-year based on preliminary literature review. After satisfying
the necessary ethical clearance requirements, the study got underway.
3. Finalising of the research question (2011)
In finalising the research question I realised that EA was too broad and decided to hone in on ERP systems, specifically on: ―What are the benefits for the
citizen when ERP systems are implemented by municipalities?‖
4. Literature review (on-going)
All sources of literature, be they academic, white papers or promotional papers, were consulted. The available literature shaped the research methodology. An
interview schedule resulted.
5. Key informants’ identification and selection (2012)
Strategic and tactical level managers were identified and purposefully selected because of their in-depth knowledge of the business case both theoretically and operationally. Fifteen informants were purposefully selected and resulted in
theoretical saturation.
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Figure 5.3: An inquiry audit of the study
5.5.4 Confirmability
Confirmability sums up the issues of reliability and validity of the research as this enables observers to confirm authenticity of the procedure that was followed in executing the research. Miles and Huberman (1994) advise the use of triangulation to minimise bias. This ensures that the findings emerge from the data and not through predispositions. This research made use of multiple sources of data, viz, academic literature documentation, white
8. Findings narration (2013)
Five themes eventually emerged through the evidence analysis. These themes were narrated through detailed descriptions of the benefits available for the citizens
and how they should be maximised.
7. Data analysis (2012)
Hermeneutical techniques were used to interpret the evidence that was managed by the CAQDAS Atlas.ti. Concepts were identified during the coding process, and then grouped into categories that were further grouped and linked into themes that were narrated as the findings. Extensive citation was used to support the narration.
CITIZEN BENEFITS RECOMMENDATIONS V
6. Data gathering (2012)
A qualitative interprevist approach, which made use of interviews as the main data collection means, was adopted. The evidence came from multiple sources, such as the interview transcripts, supporting documents and presentations supplied by informants, information from the formal website and the notes taken during the
interviews.
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papers All the above strategies and measures ensured the trustworthiness of this study. In- depth methodological description, including the audit trail, was given in response to this note.
A structured research method was necessary to ensure that the research had integrity (Remenyi & Williams, 1995). This was affected by the purpose and circumstance of the research. The assumption is that if the same procedure were to be followed, similar findings would be expected. Besides intensive direct quotations, the interview data is kept intact, just in case there is a need to verify the findings. Notwithstanding all the requirements that confirm the authenticity of the study, the results emanating from the study also play a crucial role in making sense out of the whole research process, given the subjectivity of the qualitative paradigm. The findings can therefore be considered reliable as they were reviewed, validated, and verified.
In summary, a number of measures were taken. These include:
the use of well-established research methods;
the use of triangulation;
the use of suitable and willing respondents; and
debriefing sessions with fellow researchers and the supervisor (member checks).
Guba‘s four criteria for trustworthiness in qualitative research were satisfied as elaborated above. Therefore, the results of this study can be taken as credible, confirmable, transferable and dependable, in line with the qualitative traditionally aligned evaluation approach.