A public sector reputation management framework for South Africa’s Eastern Cape Provincial Government

Abstract

Reputation management was synonymous with the private sector until recently when public sector organisations, particularly in Europe and America, adopted the concept. This study's aim is to contribute to the scant body of knowledge on public sector reputation management, specifically in South Africa's Eastern Cape province. The study adopted a qualitative approach to gain an understanding of the public perceptions of the Eastern Cape Provincial Government's reputation. The findings were based on two participant observations and a purposively selected sample of 15 participants who were recruited from non-governmental organisations (NGOs), media institutions, government departments, youth structures, and business organisations. The study utilised semi-structured interviews and participant observations as data collection techniques. The collected data was analysed thematically through categorisation and Leximancer software analysis. The results of the study show that the Eastern Cape Provincial Government lacks the capacity to manage its reputation strategically, resulting in increasingly discontented communities. Furthermore, the findings reveal that the public held negative views of the Eastern Cape Provincial Government's reputation. The Public Sector Reputation Management Framework, which was developed in this study, provides an understanding of how the Eastern Cape Provincial Government's reputation could be strategically and sustainably managed.