Abstract
The delays in the process of finalising permit applications in Immigration Services have caused the Department of Home Affairs (DHA) to be ineffective in its mandate of service delivery to clients. The study examined the effectiveness of business processes used in the Permits section for processing permit applications and proposed potential solutions to the identified challenges. The study utilised a mixed-methods research approach to evaluate the role of Business Process Management (BPM) on organisational effectiveness in the Permits section of the DHA. A structured questionnaire was used as the tool for collecting quantitative data, while the interview was used for the qualitative approach. The study's total sample consisted of ninety-six (96) participants, including employees from the Chief Directorate: Permits and the Directorate: Organisational Development. A purposive or judgmental sampling technique was used for the quantitative data collection, while expert sampling was used for the qualitative data collection.
The study revealed that half (49.%) of the DHA employees have a good understanding of BPM, whereas the rest of the employees do not have a very good understanding. The current state of the department's process maturity is at Level 2 (Managed: the primary processes are usually clearly outlined to manage costs, timelines, and resource functions). The findings showed that the process users' poor communication and understanding of the complete process are the biggest challenges for the department in implementing BPM. Another highlighted challenge and resistance encountered in the implementation of business process initiatives is that management requires targets that are not achievable. Additionally, it was discovered that insufficient executive support and unclear, outdated processes are causing inefficiencies in BPM implementation.
The employees’ understanding of BPM and its role within an organisation could be improved, as only half of the DHA employees fully grasp the concept and purpose of BPM. Effective communication should exist to ensure that the benefits of BPM are conveyed to all employees, and the potential impacts on roles and BPM implementation timelines should be described. The Permit section should incorporate detailed process mapping, visually documenting current processes to pinpoint bottlenecks that lead to delays and identify opportunities for improvement before making business process changes. The study recommends potential BPM solutions that the department can adopt to address the identified challenges in the Permit section.