NDLI: Digital-enabled Service Transformation in Public Sector: Institutionalization as a Product of Interplay Between Actors and Structures During Organisational Change

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Digital-enabled Service Transformation in Public Sector: Institutionalization as a Product of Interplay Between Actors and Structures During Organisational Change

Content Provider	ACM Digital Library
Author	Millard, Jeremy Omar, Amizan Weerakkody, Vishanth
Abstract	The derailment of large scale Digitally-Enabled Service Transformation Projects (DEST) in public sector has generated much attention and debate among the research community. However, most of the debates focus on the technology imperatives and / or strategic choices view. The micro-process of institutionalisation involving interplays between actors and structures in forming an institutionalised approach is hardly brought to the surface. Complex structure of government institutions, interaction of actors from various contexts and integration of multiple resources during DEST implementation has made the process of institutionalisation difficult. Combination of Institutional Theory (IT) and Structuration Theory (ST) concepts are used in this paper to examine an exemplar DEST project in the UK -- 'Tell Us Once' (TUO). Findings show that actors and structures played significant roles throughout the institutionalisation stages. The actors reinforced or modified existing structures to suit their actions, and in return, the structure governed the actors' actions, to form desired behaviour. This social phenomenon happened recursively over period of time until a common practice emerged and the desired objective is achieved. The findings provide useful insights on good institutionalisation practices concerning the role of actors and structures within the institutionalisation process.
Starting Page	305
Ending Page	312
Page Count	8
File Format	PDF
ISBN	9781450336406
DOI	10.1145/2910019.2910080
Language	English
Publisher	Association for Computing Machinery (ACM)
Publisher Date	2016-03-01
Publisher Place	New York
Access Restriction	Subscribed
Subject Keyword	Change management Electronic governance Structuration theory Information system Digital transformational Institutional theory Public sector E-government
Content Type	Text
Resource Type	Article

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