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ORGANIZATIONAL CHANGE IN A PUBLIC SECTOR ORGANIZATION: A CASE OF COMPUTERIZED DRIVING LICENSING AUTHORITY, KHYBER PAKHTUNKHWA by Muhammad Nauman Habib A Thesis submitted to the Institute of Management Sciences, Peshawar in partial fulfilment of the requirements for the degree of Doctor of Philosophy in Management Institute of Management Sciences, Peshawar 2012-2015 ORGANIZATIONAL CHANGE IN A PUBLIC SECTOR ORGANIZATION: A CASE OF COMPUTERIZED DRIVING LICENSING AUTHORITY, KHYBER PAKHTUNKHWA by Muhammad Nauman Habib A Thesis submitted to the Institute of Management Sciences, Peshawar in partial fulfilment of the requirements for the degree of Doctor in Philosophy in Management Institute of Management Sciences, Peshawar 2012-2015 Certificate of Approval This is to certify that the research work presented in this thesis entitled, “Organizational Change in A Public Sector Organization: A case of Computerized Driving Licensing Authority, Khyber Pakhtunkhwa” was conducted by Muhammad Nauman Habib under the supervision of Dr Waseef Jamal, Institute of Management Sciences, Peshawar and Dr. Humera Manzoor, Kohat University of Science and Technology, Kohat. No part of this thesis has been submitted anywhere else for any other degree. This thesis is submitted to the Institute of Management Sciences, Peshawar in partial fulfilment of the requirements for the degree of Doctor of Philosophy in the field of Management. Student Name: Muhammad Nauman Habib Signature: __________ Examination Committee: a) External Examiner 1: Dr. Gohar Saeed Signature: ___________ Additional Director, Pakistan Academy for Rural Development, Peshawar c) Internal Examiner: Dr. Aamer Taj Signature: ___________ Associate Professor, Institute of Management Sciences, Peshawar Supervisor: Dr. Waseef Jamal Institute of Management Sciences, Peshawar Signature: ____________ Co-Supervisor: Dr. Humera Manzoor Kohat University of Science and Technology, Kohat Signature: ____________ Director: Dr. Muhammad Mohsin Khan Institute of Management Sciences, Peshawar Signature: ____________ Author’s Declaration I, Muhammad Nauman Habib, hereby state that my PhD thesis titled, “Organizational Change in A Public Sector Organization: A case of Computerized Driving Licensing Authority, Khyber Pakhtunkhwa” is my own research work and has not been submitted previously by me for taking any degree from the Institute of Management Sciences, Peshawar or anywhere else in the country/world. At any time if my statement was found to be incorrect even after my graduation, the Institute has the right to withdraw my PhD degree. Muhammad Nauman Habib 28 February 2019 i Plagiarism Undertaking I solemnly declare that research work presented in the thesis titled, “Organizational Change in A Public Sector Organization: A case of Computerized Driving Licensing Authority, Khyber Pakhtunkhwa” is solely my research work with no significant contribution from any other person. Small contribution/help wherever taken has been duly acknowledged and that complete thesis has been written by me. I fully understand the zero-tolerance policy of the HEC and Institute of Management Sciences, Peshawar, Pakistan towards plagiarism. Therefore, as an Author of the above- titled thesis, I declare that no portion of my thesis has been plagiarized and any material used as a reference is properly referred/cited. I undertake that if I am found guilty of any formal plagiarism in the above-titled thesis even after award of PhD degree, the University reserves the rights to withdraw/revoke my PhD degree and that HEC and the University has the right to publish my name on the HEC/University website on which names of students are placed who submitted plagiarized thesis. Student /Author Signature: ______________ Name: Muhammad Nauman Habib ii Dedication To My Parents, Wife, and Kids iii Acknowledgement Undertaking a PhD program was life-changing for me in many ways and particularly writing of this doctoral dissertation was quite a challenge. I need to thank many people who have supported and guided me through this research experience. My sincere humbleness and gratitude go to the Almighty Allah who has given me the wisdom, courage, and intellect to take on this challenge, and to whom I could turn to when I felt lost in the darkness. Expressing my gratitude to all those who in diverse ways have contributed and inspired me in completing this work does not seem less challenging. I am grateful to my dearest supervisors Dr. Waseef Jamal and Dr. Humera Manzoor, without whom I would not have made this endeavour a success. Their dedication to excellence and willingness to read through the many drafts, provide constructive criticism and guide me through the various stages of writing this thesis was invaluable. My profound gratitude to all the participants of CDLA, KPTP and all those previous employees who spared time and participated in this research as respondents. Without their contribution, this investigation would not have been possible. I am grateful to my parents, siblings and family members for understanding my commitment and for motivating me from time to time. Particularly my father, who remained the real inspiration for me. His belief in me made me what I am today. My parent’s prayers and never-ending encouragement led me to achieve this milestone. I would like to mention my dearest wife Mrs Sabeena Nauman and my two adorable kids Mr. Muhammad Affan Habib and Mr. Muhmmad Daniyal Habib for their compromises, support and sparing time for me to complete my thesis. This would not iv have been possible without their understanding and cooperation, to which I will be forever indebted. I want to mention that my employer and the organization “City University of Science and Information Technology” always supported me in the completion of this task. The honourable Mr. Sabur Sethi (President), Prof. Dr. Attaullah Shah (Vice Chancellor) and Mr. Amjad Ali (Registrar) has always motivated me and allowed me to take time to complete my research. I would like to thank my colleagues and my students for their belief and support. Particularly, Dr. Aamir Nadeem for his guidance, Ms. Uzma Khalil for her encouragement and correcting, proofreading and improving my English writing skills. Mr. Shahzad Khan, Mr. Saqib Shahzad and Mr. Zunnoorain Khan for being the best source of encouragement and by calling me a doctor even before the completion of this degree. v Abstract The purpose of this research was to understand organizational change initiative in public sector organization. To expound the understanding, planning and initiation of public sector organizational change, a comprehensive and integrated study was required. It was also essential to undertake employee’s perspective and their descriptive experiences about the change process and the magnitude of employment of New Public Management (NPM) practices. Computerized Driving Licensing Authority (CDLA) of Khyber Pakhtunkhwa Traffic Police (KPTP) was selected for investigation. An exploratory study was framed in compliance to nature of the current study based on employees’ experiences, therefore, this research adopted social constructionist’s perspective with the help of narratives. Semi-structured in-depth interviews were designed and conducted on the employees of an organization at the time of change initiation. In total thirty-one interviews were conducted, including one repeat interview with project team member. Interviews were transcribed and grouped into meaningful information using narratives and thematic analysis techniques. A technology driven change was detected in CDLA with a focus on process-oriented change. The employees’ resistance and negative response towards change was ascribed to the lack of HR planning and practices. It was also found that there were several causes (including system related issues and human-related issues), components, complexities and constraints to the implementation of organizational change in CDLA. The change was brought in several phases using a stepwise approach. Moreover, gaps were identified in two successional phases of planning and implementation of change process. It was evident from the inquiry that technocrats were not welcomed in the bureaucratic system which led to hurdles at the launching phase of reform initiative for project team. In CDLA, few characteristics of NPM were objectively prevailing in vi practice, however, the study stipulated the absence of complete use and essence of NPM by public sector of KP. This research provided a comprehensive direction for future research including multiple case studies investigation, development of change model for developing countries and further exploration of change in autocratic organizations. vii List of Acronyms and Abbreviations ADB Asian Development Bank CDLA Computerized Driving Licensing Authority CMU Change Management Unit CSF Critical Success Factor DIT Directorate of Information Technology DOST Directorate of Science and Technology ERP Enterprise Resource Planning HC Human Capital HR Human Resource HRD Human Resource Development HRM Human Resource Management ICT Information and Communication Technology IDU Integrated Development Unit IMF International Monetary Fund IT Information Technology JIT Just in time KP Khyber Pakhtunkhwa viii KPRTI Khyber Pakhtunkhwa Right to Information KPTP Khyber Pakhtunkhwa Traffic Police NPM New Public Management OD Organization Development OECD Organization of Economic Cooperation and Development PA Public Administration PC Planning Commission PML-N Pakistan Muslim league