Analysis of User Resistance Towards Adopting E-Office: A Case from A Governmental Organization

Pandu Dwi Luhur Pambudi

doi:10.52162/3.2021105

Abstract

The advancement in information technology is accelerating, affecting many industries. Government entities are one of the industries that have been affected. They adopt information technology (IT) to replace disorganized traditional business processes. This study observes that the IT innovation adoption in an organization will lead to some resistance. We bring a case of IT adoption to replace one part of a manual business process (letter management system) into a digitalized system called E-office in one of Indonesia’s governmental organizations. The adoption of IT causes some resistance within the organization, which motivates us to identify resistances before and during the adoption. We interview a team who oversees handling E-office implementation and discovered two types of resistances in technology adoption: delaying resistances and opposition resistances. Meanwhile, there are two types of behavioral resistances: reluctant compliance resistance and misguided application resistance. This research further provides details on the approaches used by the organization to mitigate resistances before and during the adoption of the E-office project's implementation.

Highlights

Some organizations can evolve and adapt to changes, ensuring they can survive; on the other hand, some organizations are failing to adapt to the changes
Resistance to technology adoption expresses itself in a variety of ways, ranging from simple rejection to strong resistance, we consider the behavioral resistance on employee actions, such as how employees generally respond to changes
Two types of resistances have been identified among the 9 types of resistances listed in technology adoption: delaying resistance and opposition resistance

Summary

Introduction

Some organizations can evolve and adapt to changes, ensuring they can survive; on the other hand, some organizations are failing to adapt to the changes. Organizations are attempting to protect against the forces of change as the economy increasingly improves, including technological, social, and environmental considerations, as well as the employee adaptation to change [2]. Most of these changes are usually unwelcome to employees, who will often see them as threats to their position in the organization, resulting in resistance to change [3]. Resistance to technology adoption proposed by Park [4]; and 2. Behavioral resistance proposed by Lines [9]. Resistance to technology adoption expresses itself in a variety of ways, ranging from simple rejection to strong resistance, we consider the behavioral resistance on employee actions, such as how employees generally respond to changes

Methods

Results

Conclusion