Page 33 - Service Delivery Review_Volume 14_Number 3_2022

KM CoP Case Studies

The implementation of the Change Management Strategy
has certainly increased the visibility of KM in the DTPW
and has resulted in a better understanding of its benefits.
Increasing numbers of staff are accessing the Einterprise
Content Management System (MyContent) knowledge-
sharing platform and are doing so consistently. They are
also attending knowledge sharing sessions organised reg-
ularly by the KM directorate. Most importantly, all this con-
tributes to breaking down the practice of working in silos as
colleagues discover ways of collaborating instead of com-
peting with one another.
Conclusion – Impact of Covid-19

KM had a footing within the organisation by the time the
Covid-19 pandemic hit us in early 2020. However, the pan-
demic brought with it some opportunities, such as promot-
ing uptake in the use of technology as colleagues were
forced into remote working. Demand for training on the
MyContent tool increased as employees were required to
better manage and share information. The pandemic also
spurred us towards electronic document and records man-
agement in ways that would not have been possible under
normal circumstances, including the following:

■ All training took place on MS Teams
■ Departmental IT procurement applications and
approvals went electronic
■ Central email set up to assist clients timeously
■ Physical records scanned into MyContent for
clients to access remotely
■ Online submission developed for managers to sign
sequentially
■ Documents signed using the adobe digital
signature can be saved on MyContent as records.

Volume 14 No.3 of 2022 | SERVICE DELIVERY REVIEW 33