Abstract
Human resources management is becoming an increasingly critical factor in implementing eService into the local government sector. The movement towards eServices is a viable, sustainable option for improving service delivery. Within the context of technologically-driven organisational change, using data from 23 face-to-face interviews in 5 diverse City Councils, this research presents key barriers in adopting eServices as perceived by strategic leaders and employees in Australian local government, and describes strategies to overcome these barriers, recognising the role of strategic leaders and employee commitment to the change process.
Highlights
It is acknowledged that there are numerous complex issues to explain the reluctance to improve eServices supply; this study aims to explore issues related to local government strategic leaders and employee commitment to adopting eServices
This paper highlights some of the barriers to the effective implementation of technologically-driven change, such as the implementation of eServices in a sample of local government organisations in Australia
The conceptual framework adopted provides insight into some of the more important issues surrounding technological change in City Councils, and this was validated by the interview data collected from employees of City Councils in a number of instances
Summary
Rather than focusing on discrete information systems, such as billing or financial analysis, AST focuses on an integrated information system which creates social structures across different functional departments. It considers the structure required to adopt advanced technologies, and more importantly, the structure that emerges due to people interacting with technology in their work (DeSanctis and Poole, 1994). The implementation of eServices is more than a technological phenomenon, as it impacts on the management of human, technological, and organisational resources and processes (Grant and Chau, 2005). AST has been used to generate a clearer understanding of eService implementation processes at City Councils that introduce structural changes with new sets of rules, procedures and resources to facilitate technologically-driven organisational change
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