Hybrid working mode effectiveness and digital transformation adoption in a selected public sector department

Abstract

The post-Covid-19 period has driven organisations to adopt hybrid work models that aresupported by digital transformation technologies. In the South African public sector, this transition required a re-evaluation of the sector's traditional work practices to modernise operations, improve efficiency, and enhance service delivery. Despite these developments, limited empirical research has examined how public sector employees perceive hybrid work and digital transformation. Therefore, this study investigates the effectiveness of hybrid working arrangements and the adoption of digital technologies within a selected South African public sector department. Guided by Social Learning Theory and the Technology Acceptance Model, this study employed a qualitative research design using semi-structured interviews with employees of the International Trade and Administration Commission. A purposive sample of nine participants, including senior managers, managers, senior investigators, and corporate support staff, was selected. Data were analysed thematically to identify emerging trends and experiences;the findings indicate that hybrid work enhances productivity, flexibility, and workplace relationships, while supporting employee wellbeing. Digital transformation technologies have modernised organisational processes, with tools like Microsoft Teams improving communication and collaboration, and the Fortinet Virtual Private Network enabling efficient remote access. However, disparities in digital maturity persist across units, with some departments still relying on paper-based systems. This inequity limits the full realisation of hybrid work benefits. Theoretically, this study contributes to understanding technology acceptance and learning within hybrid work environments, while practically, the findings highlight the need for targeted digital skills development and equitable technological resourcing to ensure consistent adoption and effectiveness across all units.