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KNOWLEDGE MANAGEMENT CASE STUDY

A gathering of government

knowledge workers

By Sebenzile Zibani, DPSA knowledge specialist

Over 60 knowledge Absa group’s knowledge DRDLR experience with
management specialists harvesting and retention knowledge harvesting
from across the three strategy
spheres of government, Knowledge practitioner at the
Department of Rural Development and
the public and the private Seipati Mrwebi is a knowledge strategist Land Reform (DRDLR) in Limpopo,
at Absa bank, where she demonstrated
sectors gathered for the the value of knowledge management in Constance Kekana, explained how
they are resolving knowledge retention-
Public Sector Knowledge her unit. Her presentation demonstrated related challenges with reference to
how knowledge harvesting was used
Management Forum held during the separation of the South knowledge harvesting activities. These
range from exit interviews with those
on 16 August 2018. African-based ABSA banking operations colleagues who are approaching
An overarching theme from the UK-based Barclays operations. retirement to retain institutional memory
Through this exercise ABSA ensured
of the forum was the that the knowledge base, lessons learnt by exploring ways in which the expertise
and project-specific lessons learnt from
troubling consequences and insights gained in the course of the the use of external service providers
partnership with Barclays was not lost to
of the potential loss of the South African entity. could be harvested for the future benefit
of the department.
organisational memory
and skills when public Knowledge harvesting at Use of audio-visual
servants either leave or Sars technology in knowledge
retire from service. Several Dr Ronel Davel, a knowledge specialist harvesting
discussions were therefore at Sars, reflected on the academic
held on the concept of views of knowledge harvesting. Dr A practical example of knowledge
harvesting was presented by the
Davel defined knowledge harvesting
knowledge harvesting, as a process applied to convert the Limpopo Provincial Treasury and
which is one way of know-how in an expert’s head into Limpopo Department of Transport.
stemming the loss of information assets that can be used A presentation was given on the
meaning of knowledge retention and
to dramatically improve corporate
organisational knowledge performance, competitiveness and harvesting; its importance and tools
and expertise. valuation. She emphasised the phrase used to facilitate these. The presenter
alluded to the fact the province has
“used to dramatically improve” as
there is often a lot knowledge to an approved knowledge retention
In his opening address, the DPSA’s capture which is important, but the strategy. Also from the Limpopo was a
Dr Patrick Sokhela emphasised the most essential knowledge is that which thought-provoking presentation on the
strategic placement of knowledge can be used to make a significant and use of video recordings as knowledge
management practitioners to anticipate measurable change in the organisation. harvesting tools, which generated fierce
solutions to the challenges that confront For Sars the harvesting processes debate on the possible ethical and legal
the public service. Among the critical are ultimately aimed at supporting the implications in some instances.
questions that Dr Sokhela posed for individuals performing the key tasks of
consideration by delegates was: how the organisation. In defining knowledge
do knowledge managers ensure that harvesting Dr Davel further stated that it Flagged recommendations
the knowledge acquired and gathered is a process designed to get at not only
is used and processed to benefit the what the expert knows about a particular A full report of the Public Sector
citizens of this country. He reiterated domain, task, or aspect of work, but Knowledge Management Forum is
the need to ensure that the knowledge also specific how-to and conditional available from the DPSA. However,
created and accumulated facilitates knowledge (when, why, whether, etc.) below are some of the high-level
innovation and productivity that will that is employed while performing the recommendations by delegates in the
enhance service delivery. task to ensure the best results (see Sars context of knowledge retention in the
case study). public service:

Volume 12 No. 1 of 2018 | SERVICE DELIVERY REVIEW 23