Remote working adoption and service continuity
Shared experiences of a commercial Bank in Uganda during COVID-19 pandemic.
DOI:
https://doi.org/10.62598/JVA.11.2.3.20Keywords:
Remote working adoption, home working, teleworking, banking services continuityAbstract
The banking sector in Uganda had not fully embraced remote working by the advent of COVID-19, and the resultant lockdowns. Banking services were considered to be one of the essential services to be maintained during the COVID-19 pandemic lockdown. As such, it was prudent that management urgently comes up with interventions such as remote working to ensure service continuity. This study examines bank management readiness to support, and the experiences of remote working adoption, as an initiative for
service continuity amidst the COVID-19 pandemic. The motivation for the study was to gain knowledge in how management support enhanced adoption of remote working for purposes of banking service continuity. In addition, the experiences of remote working adoption in the banking sector was worth study, more so that the banking sector in Uganda at the advent of COVID-19 was still mostly using conventional work systems. Espoused in the qualitative interpretivist view, we utilized a single case study design that allowed us to use indepth interviews. The findings revealed that, management support to remote working intervention during the COVID-19 lockdowns, enhanced banking services continuity. It was also revealed that experiences of remote working adoption were of positive and negative nature.
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