Munzhedzi, P. H.Mahole, E.Mudzusi, Takalani Nancy2026-06-292026-06-292026-05-19Mudzusi, T.N. 2026. A digital transformation framework for improved institutional efficacy in the Department of Home Affairs. . .https://univendspace.univen.ac.za/handle/11602/3303Doctor of AdministrationDepartment of Public and Development AdministrationThe study focuses on the effects of digital transformation on the institutional efficacy of the Department of Home Affairs (DHA) in South Africa, Vhembe District with a purpose of developing a digital transformation framework to improve institutional efficacy. Digital transformation is recognised globally as a key driver of public sector reform, reshaping government operations and service delivery. The Department of Home Affairs, responsible for critical services such as identity management and immigration, has increasingly adopted digital technologies to enhance efficiency, accessibility, and transparency. South Africa’s broader government strategy and the Coronavirus Disease 2019 (COVID-19) pandemic have further highlighted the need for integrated digital initiatives and institutional changes to support sustainable transformation. With the rapid advancement of technology, digital transformation has become integral to how institutions operate, affecting efficiency, productivity and public service delivery. Despite the benefits of automation and improved processes, challenges related to technological readiness, workforce skills and coordination remain significant. The study seeks to understand how these technological changes influence the Department’s ability to function effectively and deliver services efficiently. Utilising a pragmatism paradigm, the study adopts a descriptive research design and employs a mixed-methods approach, combining both quantitative and qualitative data collection. Quantitative data is gathered through questionnaires targeting administrators of the Department of Home Affairs in the Vhembe District as well as the community members as users of service. Qualitative data is obtained through interviews with Managers and Supervisors of the Department of Home Affairs in the Vhembe District. Adopting non-probability sampling, the study employs convenience and purposive sampling methods to select participants. Data is analysed using statistical and qualitative analysis. Quantitative data is analysed using statistical tools facilitated by International Business Machinery (IBM): Statistical Product and Services Solution (SPSS) version 29.0 to generate outputs such as frequencies and percentages, which were further presented using Microsoft Excel through tables, graphs and charts to enhance visual interpretation of the findings and qualitative data analysed using descriptive qualitative content analysis with a narrative presentation approach to systematically interpret participants’ response. The findings of the study reveal that the Department of Home Affairs has adopted digital transformation through the introduction of digital systems and platforms, marking a shift from traditional paper-based processes, although some services remain only partially digitalised. Digital transformation improves institutional efficacy by enhancing administrative efficiency, accuracy, coordination and decision-making within the Department, while also improving public access to services, reducing waiting times and improving the speed and quality of service delivery. Initiatives such as the “War on Queues” demonstrate the Department’s efforts to implement digital transformation for improved client service. However, system downtime, poor network connectivity, outdated infrastructure, limited digital skills, inadequate training and low levels of public awareness, particularly in rural areas, continue to hinder the effective utilisation of digital systems. The study further finds that insufficient technical support and resources affect the reliability and efficiency of digital systems, highlighting the need for continuous updates and maintenance, improved infrastructure and capacity development. The study concludes that while digital transformation has contributed to improvements in institutional efficacy, its full potential has not yet been realised. The study therefore recommends the Digital Transformation Institutional Efficacy Framework (DTIEF), which emphasises organisational readiness, effective leadership and governance and the integration of digital technologies into institutional processes. Furthermore, the study recommends strengthening digital infrastructure, enhancing training and capacity building, increasing public awareness, improving technical support and fostering partnerships with technology providers, universities and other stakeholders to support sustainable and inclusive digital transformation.1 online resource (xix, 356 leaves): color illustrationsenUniversity of VendaDigitalisationUCTDDigital TransformationE-GovernmentInstitutional EfficacyPublic Service DeliveryThesisMudzusi TN. A digital transformation framework for improved institutional efficacy in the Department of Home Affairs. []. , 2026 [cited yyyy month dd]. Available from:Mudzusi, T. N. (2026). <i>A digital transformation framework for improved institutional efficacy in the Department of Home Affairs</i>. (). . Retrieved fromMudzusi, Takalani Nancy. <i>"A digital transformation framework for improved institutional efficacy in the Department of Home Affairs."</i> ., , 2026.TY - Thesis AU - Mudzusi, Takalani Nancy AB - The study focuses on the effects of digital transformation on the institutional efficacy of the Department of Home Affairs (DHA) in South Africa, Vhembe District with a purpose of developing a digital transformation framework to improve institutional efficacy. Digital transformation is recognised globally as a key driver of public sector reform, reshaping government operations and service delivery. The Department of Home Affairs, responsible for critical services such as identity management and immigration, has increasingly adopted digital technologies to enhance efficiency, accessibility, and transparency. South Africa’s broader government strategy and the Coronavirus Disease 2019 (COVID-19) pandemic have further highlighted the need for integrated digital initiatives and institutional changes to support sustainable transformation. With the rapid advancement of technology, digital transformation has become integral to how institutions operate, affecting efficiency, productivity and public service delivery. Despite the benefits of automation and improved processes, challenges related to technological readiness, workforce skills and coordination remain significant. The study seeks to understand how these technological changes influence the Department’s ability to function effectively and deliver services efficiently. Utilising a pragmatism paradigm, the study adopts a descriptive research design and employs a mixed-methods approach, combining both quantitative and qualitative data collection. Quantitative data is gathered through questionnaires targeting administrators of the Department of Home Affairs in the Vhembe District as well as the community members as users of service. Qualitative data is obtained through interviews with Managers and Supervisors of the Department of Home Affairs in the Vhembe District. Adopting non-probability sampling, the study employs convenience and purposive sampling methods to select participants. Data is analysed using statistical and qualitative analysis. Quantitative data is analysed using statistical tools facilitated by International Business Machinery (IBM): Statistical Product and Services Solution (SPSS) version 29.0 to generate outputs such as frequencies and percentages, which were further presented using Microsoft Excel through tables, graphs and charts to enhance visual interpretation of the findings and qualitative data analysed using descriptive qualitative content analysis with a narrative presentation approach to systematically interpret participants’ response. The findings of the study reveal that the Department of Home Affairs has adopted digital transformation through the introduction of digital systems and platforms, marking a shift from traditional paper-based processes, although some services remain only partially digitalised. Digital transformation improves institutional efficacy by enhancing administrative efficiency, accuracy, coordination and decision-making within the Department, while also improving public access to services, reducing waiting times and improving the speed and quality of service delivery. Initiatives such as the “War on Queues” demonstrate the Department’s efforts to implement digital transformation for improved client service. However, system downtime, poor network connectivity, outdated infrastructure, limited digital skills, inadequate training and low levels of public awareness, particularly in rural areas, continue to hinder the effective utilisation of digital systems. The study further finds that insufficient technical support and resources affect the reliability and efficiency of digital systems, highlighting the need for continuous updates and maintenance, improved infrastructure and capacity development. The study concludes that while digital transformation has contributed to improvements in institutional efficacy, its full potential has not yet been realised. The study therefore recommends the Digital Transformation Institutional Efficacy Framework (DTIEF), which emphasises organisational readiness, effective leadership and governance and the integration of digital technologies into institutional processes. Furthermore, the study recommends strengthening digital infrastructure, enhancing training and capacity building, increasing public awareness, improving technical support and fostering partnerships with technology providers, universities and other stakeholders to support sustainable and inclusive digital transformation. DA - 2026-05-19 DB - ResearchSpace DP - Univen KW - Digitalisation KW - Digital Transformation KW - E-Government KW - Institutional Efficacy KW - Public Service Delivery LK - https://univendspace.univen.ac.za PY - 2026 T1 - A digital transformation framework for improved institutional efficacy in the Department of Home Affairs TI - A digital transformation framework for improved institutional efficacy in the Department of Home Affairs UR - ER -