The complexities of electronic services implementation and institutionalisation in the public sector

Authors:
Ramzi El-Haddadeh;Vishanth Weerakkody;Shafi Al-Shafi
Affiliations:
Business School, Brunel University, UK;Business School, Brunel University, UK;Ministry of Interior, Qatar
Venue:
Information and Management
Year:
2013

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Abstract

Electronic service implementation (ESI) in the public sector attempts to improve efficiency, effectiveness, and transparency of governmental departments. Despite having provided the necessary infrastructure and investment, many governments have struggled to realise such aims due to the various forces that challenge implementation and institutionalisation. Using institutional theory as a lens, we explored the forces influencing the implementation and institutionalisation of ESI in the public sector. While our results reinforced previous research in IT implementation and organisational transformation, they showed that the dynamic nature of technology poses unanticipated pressures, and that these can impede the implementation and institutionalisation process.