The Dynamics of Change in eService Implementation: The Case of Australian Local Government

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. [PUBLICATION ABSTRACT]