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    Digitally-enabled service transformation in the public sector: The lure of institutional pressure and strategic response towards change

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    Publication date
    2016-10
    Author
    Weerakkody, Vishanth J.P.
    Omar, Amizan
    El-Haddadeh, R.
    Al-Busaidy, M.
    Keyword
    Public sector; Service transformation; Institutional theory; Digital government; Organisational change
    Peer-Reviewed
    Yes
    
    Metadata
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    Abstract
    Digitally-Enabled Service Transformation (DEST) projects in public sector institutions are viewed as a choice of strategic response towards changes in policy. Such transformation can destruct institutional stability and legitimacy and result in failure if the complex institutional setting of the public sector is not comprehended in the change-institutionalisation effort. Through a multiple case enquiry, this study examines how institutional pressures contribute towards the emergence of DEST in public agencies and how newly introduced transformation is implemented and diffused within the institutional setting. The findings highlight that as a form of technology driven change, DEST is characterised and shaped dominantly by continuous interplay with institutional elements and the impact of these interactions define the institutionalisation, deinstitutionalisation and re-institutionalisation of DEST. Ability to recognise such stages and provide the required support will determine a public institution's ability to effectively manage DEST and attain its strategic goals.
    URI
    http://hdl.handle.net/10454/12104
    Version
    No full-text in the repository
    Citation
    Weerakkody VJP, Omar A, El-Haddadeh R et al (2016) Digitally-enabled service transformation in the public sector: The lure of institutional pressure and strategic response towards change. Government Information Quarterly. 33(4): 658-668.
    Link to publisher’s version
    https://doi.org/10.1016/j.giq.2016.06.006
    Type
    Article
    Collections
    Management and Law Publications

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