Digitalizing water bill payments: introduction of change management at Ghana Water Company Limited

Mensah, Ransford and Cater-Steel, Aileen and Toleman, Mark ORCID: https://orcid.org/0000-0002-0535-8103 (2021) Digitalizing water bill payments: introduction of change management at Ghana Water Company Limited. In: Digitalization Cases Vol. 2 - Mastering Digital Transformation for Global Business. Management for Professionals, 2. Springer, Cham, Switzerland, pp. 289-303. ISBN 978-3-030-80002-4

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Abstract

(a) Situation faced: Ghana Water Company Limited (GWCL) is a public utility company undergoing a digital transformation. The company began transforming its billing processes in 2016. A vital component of the transformation agenda is the digitalization of customer payments, where customers can make water bill payments through mobile money and other digital payment platforms. Management of the company has realized that some of its commercial department employees (customer-facing staff) are consciously or unconsciously resisting the change. Therefore, to increase adoption, and usage of the payment channels, management has decided to implement a change management program.

(b) Action taken: A mixed-method approach was used to obtain staff views on the ongoing digital transformation process at GWCL. This was achieved through a survey and focus group discussions. The study targeted to collect data from 200 staff. There were 160 staff who returned completed questionnaires. The analysed data from the survey and five focus group discussions were used to develop a digital payment change management framework incorporating implementable action points that will enhance organizational appreciation of digitizing bill collection.

(c) Results achieved: The survey and focus group discussions showed that the ongoing digitization projects at GWCL have resulted in apprehension, anxiety and fear among many of the staff. Overall, the company staff understanding of change is characterized by operational practices rather than behavioural practices. The research resulted in a digital payment change management framework which has been accepted by the company senior management. The framework establishes how changes will be proposed, analysed, accepted/rejected, implemented, monitored, controlled and documented. Currently, the company has successfully implemented a series of pragmatic change initiatives using the framework to facilitate the usage of digital payments for bill collections.

(d) Lessons learned: The most important lesson is that it is not possible to manage change in this public sector organization using a checklist of change management steps. The lessons learned are as follows: (1) A transparent and systematic approach to change management enhances digitalization (increases usage and adoption). (2) An iterative approach allows failure and lessons to be learned. (3) Use a context-specific change management framework to establish sustainable change. (4) Use change champions to drive change.


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Item Type: Book Chapter (Commonwealth Reporting Category B)
Refereed: Yes
Item Status: Live Archive
Additional Information: Submitted chapter made accessible.
Faculty/School / Institute/Centre: Current - Faculty of Business, Education, Law and Arts - School of Business (18 Jan 2021 -)
Faculty/School / Institute/Centre: Current - Faculty of Business, Education, Law and Arts - School of Business (18 Jan 2021 -)
Date Deposited: 10 Nov 2021 02:05
Last Modified: 10 Nov 2021 02:05
Fields of Research (2008): 08 Information and Computing Sciences > 0806 Information Systems > 080610 Information Systems Organisation
08 Information and Computing Sciences > 0806 Information Systems > 080609 Information Systems Management
Fields of Research (2020): 46 INFORMATION AND COMPUTING SCIENCES > 4609 Information systems > 460908 Information systems organisation and management
Socio-Economic Objectives (2008): C Society > 94 Law, Politics and Community Services > 9402 Government and Politics > 940299 Government and Politics not elsewhere classified
Socio-Economic Objectives (2020): 18 ENVIRONMENTAL MANAGEMENT > 1803 Fresh, ground and surface water systems and management > 180399 Fresh, ground and surface water systems and management not elsewhere classified
Identification Number or DOI: https://doi.org/10.1007/978-3-030-80003-1_15
URI: http://eprints.usq.edu.au/id/eprint/44492

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