Change management and automation in the public sector : an exploratory case study of Sri Lanka customs | |
| Author | Rajmohan, Manuelpillai Rajkumar |
| Call Number | AIT Diss no.DBA-SOM-19-09 |
| Subject(s) | Change--Management Customer satifaction Customs administration Automation--Economic aspects--Sri Lanka |
| Note | A dissertation submitted in partial fulfillment of the requirements for the degree of Doctor of Philosophy in School of Management |
| Publisher | Asian Institute of Technology |
| Abstract | In recent years revenue administrations such as Sri Lanka Customs department has a desperate need to change due to the unpredictable happenings in the international trade related to Sri Lanka in the recent years. Therefore, this research wished to identify the administrative challenges related to the change management, by analyzing them in a big picture via a case study in relation to the Reform and Modernization exercise of Sri Lanka Customs. Sri Lanka Customs is the largest revenue administration in Sri Lanka who contributes more than 51 % of the government revenue. The objective of this study was to identify in-depth, the Impact of Automation on Change Management in Public Sector especially in a Customs Administration. The research was carried out on . two-fold: Firstly a Case study of Sri Lanka Customs with regard to its changes over three given time periods since it initiated Reform and Modernizations programmes two decades ago. Secondly a qualitative analysis was done to find out the role played by Automation in the Change management leading to improve customer satisfaction and revenue enhancement. It was carried out through a survey and interview process. Furthermore, successes and failures in the Public management reforms of different countries and the change management strategies and theories put forward by various scholars were also critically reviewed in this study. The key findings of this study showed that except smuggling and classification of goods ASyCuDA software had helped to improve other administrative challenges including corruption, revenue fraud & leakage, transit monitoring, warehousing challenges and risk management challenges. The findings also showed that the full automation effort in Sri Lanka Customs was a failure so far. More than 180 Customs Administrations in the world face similar situations and dilemma, and it is believed that these findings and analysis in this live illustration may be immensely useful for rethinking or reformulating their change management strategies. |
| Year | 2019 |
| Type | Dissertation |
| School | School of Management (SOM) |
| Department | Other Field of Studies (No Department) |
| Academic Program/FoS | Doctor of Philosophy in Business Administration (Publication code = DBA-SM, SM) |
| Chairperson(s) | Winai Wongsurawat;Badir, Yuosre (Co-Chairperson) |
| Examination Committee(s) | Chotchai Charoenngam;Gopalaswamy, Arun Kumar |
| Degree | Thesis (Ph.D.) - Asian Institute of Technology, 2019 |