The Need for Empathy amongst Public Servants in Navigating the 4IR: The Case of the South African Public Service

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DOI: https://doi.org/10.5281/zenodo.18184941

N. France and V. Jarbandhan (School of Public Management, Governance and Public Policy, University of Johannesburg, South Africa)

This article explores the importance of empathy for public servants as they navigate the Fourth Industrial Revolution (4IR) in the South African public sector. The 4IR brings significant challenges and opportunities for governments worldwide, and South Africa is no exception. The study examines how empathy can help public servants handle the complex challenges and opportunities that arise in the modern-day public service workplace due to the 4IR. The 4IR has brought about unprecedented technological and economic changes across Africa, fundamentally altering how public institutions operate and deliver services. However, these rapid transformations have also triggered widespread uncertainty, anxiety and organisational instability among the employees in the South African public sector. While the 4IR holds the promise of greater efficiency, inclusivity, and responsiveness, it also reveals weaknesses in leadership capacity, emotional intelligence and adaptability among public servants. The findings reveal an intriguing paradox in South Africa’s path toward digital transformation. The article argues that empathy is not merely a desirable leadership trait, but it is a critical governance competency for navigating the complexities of the 4IR successfully. Drawing on a qualitative study of South African public sector leadership, this article highlights the role of empathy in building trust, fostering collaboration, and enhancing resilience within public institutions during this transformative period. Ultimately, the article concludes that cultivating empathy amongst public servants is essential for achieving sustainable digital transformation and ensuring that technological advancement in the public sector remains inclusive, and people centred.