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dc.contributor.authorOmar, A-
dc.contributor.authorWeerakkody, V-
dc.contributor.authorMillard, J-
dc.identifier.citationICEGOV '15-16 Proceedings of the 9th International Conference on Theory and Practice of Electronic Governance, pp. 305 - 312, , (01-03 March 2016)en_US
dc.description.abstractThe 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.en_US
dc.format.extent305 - 312-
dc.publisherThe Association for Computing Machinery (ACM)en_US
dc.subjectInformation systemen_US
dc.subjectDigital transformationalen_US
dc.subjectPublic sectoren_US
dc.subjectInstitutional theoryen_US
dc.subjectStructuration theoryen_US
dc.subjectChange managementen_US
dc.subjectElectronic governanceen_US
dc.titleDigital-enabled service transformation in public sector: Institutionalization as a product of interplay between actors and structures during organisational changeen_US
dc.typeConference Paperen_US
dc.relation.isPartOfACM International Conference Proceeding Series-
Appears in Collections:Brunel Business School Research Papers

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