Building Transparent Knowledge Management Networks in the Public Sector

Abstract

This study proposes a knowledge management network framework of local governments, investigating how it can affect transparency and improve services provided to citizens. Adopting an ‘action research’ approach, the study provides a framework for implementing a knowledge management network, able to emphasise the role of transparency in the public sector context. The findings from its implementation show that it is now no longer possible to focus only on administrative processes or intra-organisational management, which are the central preoccupations of the new public management paradigm. Institutional theory suggests that IT innovations do not often change existing routines and organisational structures. Considering the potentiality of the network to increase transparency and provide new integrated services, our findings highlight that the main challenge is on modifying inter-organisational routines, considering citizens as components of the network. The paper combines managerial and technological perspectives on transparency and public service delivery.