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dc.contributor.authorOmar, A.
dc.contributor.authorWeerakkody, Vishanth J.P.
dc.contributor.authorSivarajah, Uthayasankar
dc.date.accessioned2017-06-02T12:04:23Z
dc.date.available2017-06-02T12:04:23Z
dc.date.issued2017-08
dc.identifier.citationOmar A, Weerakkody VJP and Sivarajah U (2017) Digitally enabled service transformation in UK public sector: A case analysis of universal credit. International Journal of Information Management. 37(4): 350-356.en_US
dc.identifier.urihttp://hdl.handle.net/10454/12100
dc.descriptionYesen_US
dc.description.abstractThe race against ‘Digital Darwinism’ in public sector had caused failures of several high profile large-scale Digitally Enabled Service Transformation (DEST) projects. While technical and managerial issues are often emphasised as the factors underpinning such failures, the vital role of key actors and the interplay between these actors and structures is underplayed when examining the causes of DEST failure. To enable a richer understanding of DEST, this paper proposes an analytical lens combining Institutional Theory (IT) and Structuration Theory (ST) to explore the case of ‘Universal Credit’, a very large and ambitious DEST project in the UK. Analysis reveals that the institutional actors and structures played significant roles in the transformation process. Albeit governing the actors’ actions, institutional structures are shaped through actions that are influenced by knowledge, power and norms. Hence, recognising and addressing these subliminal factors are critical to promote actions that can facilitate DEST success. The contributions of this case study are two-folds. Theoretically, it provides a distinctive conceptual approach to study DEST; and practically, the lessons help in signposting better managerial practices.en_US
dc.language.isoenen_US
dc.relation.isreferencedbyhttps://doi.org/10.1016/j.ijinfomgt.2017.04.001en_US
dc.rights© 2017 The Authors. This is an Open Access article distributed under the Creative Commons CC-BY license (http://creativecommons.org/licenses/by/4.0/)en_US
dc.subjectDigitally enabled transformation; Public sector case; Institutional theory; Structuration theoryen_US
dc.titleDigitally enabled service transformation in UK public sector: A case analysis of universal crediten_US
dc.status.refereedYesen_US
dc.date.Accepted2017-04-04
dc.date.application2017-04-22
dc.typeArticleen_US
dc.type.versionPublished versionen_US
refterms.dateFOA2018-07-26T09:31:07Z


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