Unpacking the black box of successful ICT-enabled service transformation: how to join up the vertical, the horizontal and the technical. Issue 1 (2nd January 2016)

• Record Type: Journal Article
• Authors: Eppel, Elizabeth; Lips, Miriam
• Is Part Of: Public money & management. Volume 36:Issue 1(2016)
• Page Start: 39
• Page End: 46
• Publication Date: 2016-01-02
• Subjects: Collaboration -- complexity management -- ICT -- joined-up government -- New Zealand -- service transformation; Finance, Public -- Great Britain -- Periodicals; Great Britain -- Economic policy -- 1945-1964 -- Periodicals; 336.005
• DOI: 10.1080/09540962.2016.1103417
• Languages: English
• ISSNs: 0954-0962

Abstract

Abstract : This paper aims to understand what goes on in the black box of successful, joined-up ICT-enabled service transformation, where complex interactions and integration must occur among the horizontal processes internal to a joined-up service delivery network, the vertical top-down processes of the organizations involved, and the change processes caused by using ICTs. A new conceptual framework is developed and applied to an illustrative case study of successful, joined-up service transformation in New Zealand.