{"id":4988,"date":"2025-06-19T22:35:57","date_gmt":"2025-06-19T22:35:57","guid":{"rendered":"https:\/\/ijssass.com\/journal\/conceptualisation-and-application-of-client-engagement-strategies-to-optimise-administrative-information-management-processes-in-a-selected-public-sector-organisation\/"},"modified":"2025-06-20T03:20:44","modified_gmt":"2025-06-20T03:20:44","slug":"conceptualisation-and-application-of-client-engagement-strategies-to-optimise-administrative-information-management-processes-in-a-selected-public-sector-organisation","status":"publish","type":"post","link":"https:\/\/ijssass.com\/journal\/conceptualisation-and-application-of-client-engagement-strategies-to-optimise-administrative-information-management-processes-in-a-selected-public-sector-organisation\/","title":{"rendered":"Conceptualisation and Application of Client Engagement Strategies to Optimise Administrative Information Management Processes in a Selected Public Sector Organisation"},"content":{"rendered":"<p>This article was originally published as: <strong>Conceptualisation and Application of Client Engagement Strategies to Optimise Administrative Information Management Processes in a Selected Public Sector Organisation<\/strong><\/p>\n<p>Original Article Link: <a href='https:\/\/journals.dut.ac.za\/index.php\/ajims\/article\/view\/1577' target='_blank' rel='noopener'>Read Original Article<\/a><\/p>\n<p>Download PDF: <a href='https:\/\/journals.dut.ac.za\/index.php\/ajims\/article\/view\/1577\/1062' target='_blank' rel='noopener'>Click Here to Download PDF<\/a><\/p>\n<h2>Abstract<\/h2>\n<p>Rising client expectations and demands for high-quality services have intensified the need for meaningful client engagement strategies at the micro level of public sector institutions. Client engagement strategy is critical towards understanding clients\u2019 expectations for improving service delivery processes such as administrative information management (AIM) processes. This study explores how client engagement strategies are conceptualised and applied in practice to optimise the AIM processes in a selected public sector organisation. The study is based on a qualitative instrumental case study design. Semi-structured interviews were conducted with the managers of the selected public sector organisation. Additionally, relevant official documents were reviewed to complement the interview data. Thematic analysis was applied using both inductive and deductive logic in sequential order. The study&#8217;s findings revealed multiple interpretations of the client engagement construct within the public service department. These interpretations included information-sharing and client-empowering initiatives, interactive engagements, and divergent viewpoints. The dominant perspective emphasised information-sharing initiatives, while the least advocated theme promoted interactive engagement with public service users. In contrast to the other two perspectives, the divergent views challenged the relevance of clients&#8217; knowledge in improving the service delivery processes. This study proposes an intensive intervention to elucidate the complexities and inconsistencies surrounding understanding the client engagement construct. Value creation for clients should serve as the primary catalyst for client engagement strategy initiatives to facilitate the effective integration of clients&#8217; insights into decision-making processes, thereby optimising AIM processes. The research integrates marketing theory with administrative information management theory to offer distinctive insights and critical implications for the phenomenon investigated.<\/p>\n<h2>Authors<\/h2>\n<ul>\n<li>Zukiswa Princess Ndaba (Tshwane University of Technology, South Africa)<\/li>\n<li>Vinessa Naidoo (Tshwane University of Technology, South Africa)<\/li>\n<li>Joseph Kelvin Bwalya (University of Johannesburg, South Africa)<\/li>\n<\/ul>\n<h2>Keywords<\/h2>\n<p>administrative information management process, client engagement, citizen engagement, client\u2019s needs and expectations, value co-creation<\/p>\n<h2>References<\/h2>\n<p>References not available for this article.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>This article was originally published as: Conceptualisation and Application of Client Engagement Strategies to Optimise Administrative Information Management Processes in&#8230;<\/p>\n","protected":false},"author":21,"featured_media":0,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[124],"tags":[1420,2153,1422,1421,1423,1424],"class_list":["post-4988","post","type-post","status-publish","format-standard","hentry","category-articles","tag-administrative-information-management-process","tag-ajims","tag-citizen-engagement","tag-client-engagement","tag-clients-needs-and-expectations","tag-value-co-creation","wpcat-124-id"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v25.8 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Conceptualisation and Application of Client Engagement Strategies to Optimise Administrative Information Management Processes in a Selected Public Sector Organisation - IJSSASS Repository<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/ijssass.com\/journal\/conceptualisation-and-application-of-client-engagement-strategies-to-optimise-administrative-information-management-processes-in-a-selected-public-sector-organisation\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Conceptualisation and Application of Client Engagement Strategies to Optimise Administrative Information Management Processes in a Selected Public Sector Organisation - IJSSASS Repository\" \/>\n<meta property=\"og:description\" content=\"This article was originally published as: Conceptualisation and Application of Client Engagement Strategies to Optimise Administrative Information Management Processes in...\" \/>\n<meta property=\"og:url\" content=\"https:\/\/ijssass.com\/journal\/conceptualisation-and-application-of-client-engagement-strategies-to-optimise-administrative-information-management-processes-in-a-selected-public-sector-organisation\/\" \/>\n<meta property=\"og:site_name\" content=\"IJSSASS Repository\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/ijssass\" \/>\n<meta property=\"article:published_time\" content=\"2025-06-19T22:35:57+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-06-20T03:20:44+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/ijssass.com\/journal\/wp-content\/uploads\/2023\/07\/c-users-user-desktop-logo-pnglogo-2.png\" \/>\n\t<meta property=\"og:image:width\" content=\"300\" \/>\n\t<meta property=\"og:image:height\" content=\"195\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"admin\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"admin\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"2 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/ijssass.com\/journal\/conceptualisation-and-application-of-client-engagement-strategies-to-optimise-administrative-information-management-processes-in-a-selected-public-sector-organisation\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/ijssass.com\/journal\/conceptualisation-and-application-of-client-engagement-strategies-to-optimise-administrative-information-management-processes-in-a-selected-public-sector-organisation\/\"},\"author\":{\"name\":\"admin\",\"@id\":\"https:\/\/ijssass.com\/journal\/#\/schema\/person\/adf9bae5731958270e2140cfc1af3771\"},\"headline\":\"Conceptualisation and Application of Client Engagement Strategies to Optimise Administrative Information Management Processes in a Selected Public Sector Organisation\",\"datePublished\":\"2025-06-19T22:35:57+00:00\",\"dateModified\":\"2025-06-20T03:20:44+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/ijssass.com\/journal\/conceptualisation-and-application-of-client-engagement-strategies-to-optimise-administrative-information-management-processes-in-a-selected-public-sector-organisation\/\"},\"wordCount\":363,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\/\/ijssass.com\/journal\/#organization\"},\"keywords\":[\"administrative information management process\",\"ajims\",\"citizen engagement\",\"client engagement\",\"client\u2019s needs and expectations\",\"value co-creation\"],\"articleSection\":[\"Articles\"],\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/ijssass.com\/journal\/conceptualisation-and-application-of-client-engagement-strategies-to-optimise-administrative-information-management-processes-in-a-selected-public-sector-organisation\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/ijssass.com\/journal\/conceptualisation-and-application-of-client-engagement-strategies-to-optimise-administrative-information-management-processes-in-a-selected-public-sector-organisation\/\",\"url\":\"https:\/\/ijssass.com\/journal\/conceptualisation-and-application-of-client-engagement-strategies-to-optimise-administrative-information-management-processes-in-a-selected-public-sector-organisation\/\",\"name\":\"Conceptualisation and Application of Client Engagement Strategies to Optimise Administrative Information Management Processes in a Selected Public Sector Organisation - IJSSASS Repository\",\"isPartOf\":{\"@id\":\"https:\/\/ijssass.com\/journal\/#website\"},\"datePublished\":\"2025-06-19T22:35:57+00:00\",\"dateModified\":\"2025-06-20T03:20:44+00:00\",\"breadcrumb\":{\"@id\":\"https:\/\/ijssass.com\/journal\/conceptualisation-and-application-of-client-engagement-strategies-to-optimise-administrative-information-management-processes-in-a-selected-public-sector-organisation\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/ijssass.com\/journal\/conceptualisation-and-application-of-client-engagement-strategies-to-optimise-administrative-information-management-processes-in-a-selected-public-sector-organisation\/\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/ijssass.com\/journal\/conceptualisation-and-application-of-client-engagement-strategies-to-optimise-administrative-information-management-processes-in-a-selected-public-sector-organisation\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/ijssass.com\/journal\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Conceptualisation and Application of Client Engagement Strategies to Optimise Administrative Information Management Processes in a Selected Public Sector Organisation\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/ijssass.com\/journal\/#website\",\"url\":\"https:\/\/ijssass.com\/journal\/\",\"name\":\"INTERNATIONAL JOURNAL OF SOCIAL SCIENCES AND SCIENTIFIC STUDIES\",\"description\":\"Open Access Library\",\"publisher\":{\"@id\":\"https:\/\/ijssass.com\/journal\/#organization\"},\"alternateName\":\"IJSSASS\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/ijssass.com\/journal\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"},{\"@type\":\"Organization\",\"@id\":\"https:\/\/ijssass.com\/journal\/#organization\",\"name\":\"INTERNATIONAL JOURNAL OF SOCIAL SCIENCES AND SCIENTIFIC STUDIES\",\"alternateName\":\"IJSSASS\",\"url\":\"https:\/\/ijssass.com\/journal\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/ijssass.com\/journal\/#\/schema\/logo\/image\/\",\"url\":\"https:\/\/ijssass.com\/journal\/wp-content\/uploads\/2023\/07\/c-users-user-desktop-logo-pnglogo-3.png\",\"contentUrl\":\"https:\/\/ijssass.com\/journal\/wp-content\/uploads\/2023\/07\/c-users-user-desktop-logo-pnglogo-3.png\",\"width\":300,\"height\":195,\"caption\":\"INTERNATIONAL JOURNAL OF SOCIAL SCIENCES AND SCIENTIFIC STUDIES\"},\"image\":{\"@id\":\"https:\/\/ijssass.com\/journal\/#\/schema\/logo\/image\/\"},\"sameAs\":[\"https:\/\/www.facebook.com\/ijssass\"]},{\"@type\":\"Person\",\"@id\":\"https:\/\/ijssass.com\/journal\/#\/schema\/person\/adf9bae5731958270e2140cfc1af3771\",\"name\":\"admin\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/ijssass.com\/journal\/#\/schema\/person\/image\/\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/e2404e10f252fd74bce698fdfc0296b3cfb701b99d14951364bf9586aaa0c4a8?s=96&d=mm&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/e2404e10f252fd74bce698fdfc0296b3cfb701b99d14951364bf9586aaa0c4a8?s=96&d=mm&r=g\",\"caption\":\"admin\"},\"sameAs\":[\"https:\/\/ijssass.com\/journal\"],\"url\":\"https:\/\/ijssass.com\/journal\/author\/admin\/\"}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Conceptualisation and Application of Client Engagement Strategies to Optimise Administrative Information Management Processes in a Selected Public Sector Organisation - IJSSASS Repository","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/ijssass.com\/journal\/conceptualisation-and-application-of-client-engagement-strategies-to-optimise-administrative-information-management-processes-in-a-selected-public-sector-organisation\/","og_locale":"en_US","og_type":"article","og_title":"Conceptualisation and Application of Client Engagement Strategies to Optimise Administrative Information Management Processes in a Selected Public Sector Organisation - IJSSASS Repository","og_description":"This article was originally published as: Conceptualisation and Application of Client Engagement Strategies to Optimise Administrative Information Management Processes in...","og_url":"https:\/\/ijssass.com\/journal\/conceptualisation-and-application-of-client-engagement-strategies-to-optimise-administrative-information-management-processes-in-a-selected-public-sector-organisation\/","og_site_name":"IJSSASS Repository","article_publisher":"https:\/\/www.facebook.com\/ijssass","article_published_time":"2025-06-19T22:35:57+00:00","article_modified_time":"2025-06-20T03:20:44+00:00","og_image":[{"width":300,"height":195,"url":"https:\/\/ijssass.com\/journal\/wp-content\/uploads\/2023\/07\/c-users-user-desktop-logo-pnglogo-2.png","type":"image\/png"}],"author":"admin","twitter_card":"summary_large_image","twitter_misc":{"Written by":"admin","Est. reading time":"2 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/ijssass.com\/journal\/conceptualisation-and-application-of-client-engagement-strategies-to-optimise-administrative-information-management-processes-in-a-selected-public-sector-organisation\/#article","isPartOf":{"@id":"https:\/\/ijssass.com\/journal\/conceptualisation-and-application-of-client-engagement-strategies-to-optimise-administrative-information-management-processes-in-a-selected-public-sector-organisation\/"},"author":{"name":"admin","@id":"https:\/\/ijssass.com\/journal\/#\/schema\/person\/adf9bae5731958270e2140cfc1af3771"},"headline":"Conceptualisation and Application of Client Engagement Strategies to Optimise Administrative Information Management Processes in a Selected Public Sector Organisation","datePublished":"2025-06-19T22:35:57+00:00","dateModified":"2025-06-20T03:20:44+00:00","mainEntityOfPage":{"@id":"https:\/\/ijssass.com\/journal\/conceptualisation-and-application-of-client-engagement-strategies-to-optimise-administrative-information-management-processes-in-a-selected-public-sector-organisation\/"},"wordCount":363,"commentCount":0,"publisher":{"@id":"https:\/\/ijssass.com\/journal\/#organization"},"keywords":["administrative information management process","ajims","citizen engagement","client engagement","client\u2019s needs and expectations","value co-creation"],"articleSection":["Articles"],"inLanguage":"en-US","potentialAction":[{"@type":"CommentAction","name":"Comment","target":["https:\/\/ijssass.com\/journal\/conceptualisation-and-application-of-client-engagement-strategies-to-optimise-administrative-information-management-processes-in-a-selected-public-sector-organisation\/#respond"]}]},{"@type":"WebPage","@id":"https:\/\/ijssass.com\/journal\/conceptualisation-and-application-of-client-engagement-strategies-to-optimise-administrative-information-management-processes-in-a-selected-public-sector-organisation\/","url":"https:\/\/ijssass.com\/journal\/conceptualisation-and-application-of-client-engagement-strategies-to-optimise-administrative-information-management-processes-in-a-selected-public-sector-organisation\/","name":"Conceptualisation and Application of Client Engagement Strategies to Optimise Administrative Information Management Processes in a Selected Public Sector Organisation - IJSSASS Repository","isPartOf":{"@id":"https:\/\/ijssass.com\/journal\/#website"},"datePublished":"2025-06-19T22:35:57+00:00","dateModified":"2025-06-20T03:20:44+00:00","breadcrumb":{"@id":"https:\/\/ijssass.com\/journal\/conceptualisation-and-application-of-client-engagement-strategies-to-optimise-administrative-information-management-processes-in-a-selected-public-sector-organisation\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/ijssass.com\/journal\/conceptualisation-and-application-of-client-engagement-strategies-to-optimise-administrative-information-management-processes-in-a-selected-public-sector-organisation\/"]}]},{"@type":"BreadcrumbList","@id":"https:\/\/ijssass.com\/journal\/conceptualisation-and-application-of-client-engagement-strategies-to-optimise-administrative-information-management-processes-in-a-selected-public-sector-organisation\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/ijssass.com\/journal\/"},{"@type":"ListItem","position":2,"name":"Conceptualisation and Application of Client Engagement Strategies to Optimise Administrative Information Management Processes in a Selected Public Sector Organisation"}]},{"@type":"WebSite","@id":"https:\/\/ijssass.com\/journal\/#website","url":"https:\/\/ijssass.com\/journal\/","name":"INTERNATIONAL JOURNAL OF SOCIAL SCIENCES AND SCIENTIFIC STUDIES","description":"Open Access Library","publisher":{"@id":"https:\/\/ijssass.com\/journal\/#organization"},"alternateName":"IJSSASS","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/ijssass.com\/journal\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"},{"@type":"Organization","@id":"https:\/\/ijssass.com\/journal\/#organization","name":"INTERNATIONAL JOURNAL OF SOCIAL SCIENCES AND SCIENTIFIC STUDIES","alternateName":"IJSSASS","url":"https:\/\/ijssass.com\/journal\/","logo":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/ijssass.com\/journal\/#\/schema\/logo\/image\/","url":"https:\/\/ijssass.com\/journal\/wp-content\/uploads\/2023\/07\/c-users-user-desktop-logo-pnglogo-3.png","contentUrl":"https:\/\/ijssass.com\/journal\/wp-content\/uploads\/2023\/07\/c-users-user-desktop-logo-pnglogo-3.png","width":300,"height":195,"caption":"INTERNATIONAL JOURNAL OF SOCIAL SCIENCES AND SCIENTIFIC STUDIES"},"image":{"@id":"https:\/\/ijssass.com\/journal\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.facebook.com\/ijssass"]},{"@type":"Person","@id":"https:\/\/ijssass.com\/journal\/#\/schema\/person\/adf9bae5731958270e2140cfc1af3771","name":"admin","image":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/ijssass.com\/journal\/#\/schema\/person\/image\/","url":"https:\/\/secure.gravatar.com\/avatar\/e2404e10f252fd74bce698fdfc0296b3cfb701b99d14951364bf9586aaa0c4a8?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/e2404e10f252fd74bce698fdfc0296b3cfb701b99d14951364bf9586aaa0c4a8?s=96&d=mm&r=g","caption":"admin"},"sameAs":["https:\/\/ijssass.com\/journal"],"url":"https:\/\/ijssass.com\/journal\/author\/admin\/"}]}},"_links":{"self":[{"href":"https:\/\/ijssass.com\/journal\/wp-json\/wp\/v2\/posts\/4988","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/ijssass.com\/journal\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/ijssass.com\/journal\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/ijssass.com\/journal\/wp-json\/wp\/v2\/users\/21"}],"replies":[{"embeddable":true,"href":"https:\/\/ijssass.com\/journal\/wp-json\/wp\/v2\/comments?post=4988"}],"version-history":[{"count":1,"href":"https:\/\/ijssass.com\/journal\/wp-json\/wp\/v2\/posts\/4988\/revisions"}],"predecessor-version":[{"id":5468,"href":"https:\/\/ijssass.com\/journal\/wp-json\/wp\/v2\/posts\/4988\/revisions\/5468"}],"wp:attachment":[{"href":"https:\/\/ijssass.com\/journal\/wp-json\/wp\/v2\/media?parent=4988"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/ijssass.com\/journal\/wp-json\/wp\/v2\/categories?post=4988"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/ijssass.com\/journal\/wp-json\/wp\/v2\/tags?post=4988"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}