Revealing Factors Influencing Digital Transformation in South Africa's Social Security Organisations

ABSTRACT The study analyses factors influencing digital transformation in South Africa's national social security organisations. Data were collected through semi‐structured interviews with 20 purposefully selected respondents and analysed using thematic analysis. The study found seven factors influencing digital transformation in South Africa's national social security organisations: Legal authority, Policy autonomy, Human resources, Finance, digital data collection and use, digital infrastructure and applications and digital skills and collaborative work. The study's findings showed that digitalisation per se does not lead to a better balance between policy alignment and organisational autonomy. On the contrary, the unprecedented access to ubiquitous data and massive processing capacity can heighten the tendencies of rigid systems for greater hierarchical control and lead to a future where decision‐making is further centralised, data are inaccessible, the staff is disempowered and innovation is stifled. However, the study also highlights a potential solution—the need for hierarchical leaders to transition into collaborative workspace enablers who enhance the agencies' operational capabilities. This shift in leadership style can inspire innovation and empower staff, thereby mitigating the negative effects of digitalisation.