The transition effect from traditional to virtual office : a case of the South African Civil Aviation Authority

Abstract

Globally, industries have been forced to adjust to the “new normal” of operations introduced by the COVID-19 pandemic. This paradigm shift has imposed new business ways and has significantly impacted work environments. Traditional office work relied on physical interactions and swiftly transitioned to virtual operations. The aftermath of the pandemic has introduced various dynamics in the workplace. The primary objective of this study was to determine and comprehend the experiences of SACAA employees as they transitioned from a traditional office environment to virtual work. The study examined the organisation’s experiences where virtual work has been implemented and analysed whether these adjustments have had positive or negative effects on strengthening SACAA’s operations. A qualitative, exploratory and phenomenological approach involving 25 participants was employed. The primary participants, selected for face-to-face semi-structured interviews, included two Executive Managers, three Senior Managers, four Operational Management Employees, one Quality Specialist, one Project Specialist, one International Civil Aviation Organisation (ICAO) Specialist, one Information Technology (IT) Specialist, two Administrators and seven Inspectors. Additionally, three employee members who provided support were interviewed. The researcher retrieved the contact details of all participants from the SACAA website. Qualitative data were transcribed, and thematic analysis was conducted to identify key themes. The study provided recommendations to ensure that SACAA and its employees gain valuable insights for successfully managing a virtual workforce. The findings revealed seven key themes. Through an in-depth analysis, these themes highlighted the complex dynamics of virtual work, especially in a unique context of COVID-19 pandemic. SACAA employees showed different levels of comfort with digital tools and virtual collaboration platforms. Some employees appreciated the flexibility and convenience of virtual work, while others were concerned about sustaining productivity and balancing work life dynamics outside the traditional office environment.