Unpacking the black box of successful ICT-enabled service transformation: how to join up the vertical, the horizontal and the technical

Elizabeth Eppel and Miriam Lips

Public Money & Management, 2016, vol. 36, issue 1, 39-46

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.

Date: 2016
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DOI: 10.1080/09540962.2016.1103417

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