Leadership, Service Delivery and Managing Human Capital in the Digital Age in the Public Sector

Abstract

The public service environment, like other sectors of human endeavour, has, in more ways than one, been affected by the changes that are happening in the world. These changes have also redefined the concept of leadership, and service delivery content has been significantly impacted. Developments in the technological frontiers have significantly impacted the role of human capital. As new technologies continue to influence business operations, customers and employees, companies are experiencing an unprecedented period of evolution and adaptation as they navigate this digital transformation era. This paper seeks to review leadership redefined with an emphasis on human capital as leadership champions of employees. The article further explores the leadership challenge of leading change concerning organisational culture and climate in the digital age. This paper used desktop research methodology to explore the new roles that human capital can carry out as strategic partners in delivering public value and revisiting the new roles of personnel administration in public service organisations. The grey literature and surveys were used as information-rich sources to glean the underlying factors, human perceptions, and experiences for embracing digital leadership to enhance service delivery in public service organisations. Thus, this paper established that digital governance works better within democratic environments than in autocratic environments. In conclusion, the study recommended that fostering transformational and exemplary leadership in democratising the public sector makes the environment user-friendly for digital technologies to enhance service delivery performance.