IDEAS home Printed from
   My bibliography  Save this article

Local government service systems improvement: exposing the social networks


  • Matthew Pepper


  • Andrew Sense



Using a local government (LG) case study, this paper describes and qualitatively explores the value and use of social network analysis (SNA) in creating a rich environment for service network innovation and development. The case study analysed manages regional planning development applications and involves a complex social network. The study underpins the view that in LG service environments, mechanistic models for systems improvement are on their own inadequate. SNA constitutes an essential complementary development framework underpinning continuous innovation through human and social capital development. Findings presented are profound for local government and multiple service contexts and argue for a greater emphasis on understanding and developing the human and social aspects of service systems as opposed to a predominant technical systems bias. Copyright Springer Science+Business Media New York 2014

Suggested Citation

  • Matthew Pepper & Andrew Sense, 2014. "Local government service systems improvement: exposing the social networks," Journal of Management & Governance, Springer;Accademia Italiana di Economia Aziendale (AIDEA), vol. 18(3), pages 873-890, August.
  • Handle: RePEc:kap:jmgtgv:v:18:y:2014:i:3:p:873-890
    DOI: 10.1007/s10997-012-9255-0

    Download full text from publisher

    File URL:
    Download Restriction: Access to full text is restricted to subscribers.

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    1. W. Edwards Deming, 2000. "Out of the Crisis," MIT Press Books, The MIT Press, edition 1, volume 1, number 0262541157, January.
    Full references (including those not matched with items on IDEAS)


    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:kap:jmgtgv:v:18:y:2014:i:3:p:873-890. See general information about how to correct material in RePEc.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Sonal Shukla) or (Rebekah McClure). General contact details of provider: .

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service hosted by the Research Division of the Federal Reserve Bank of St. Louis . RePEc uses bibliographic data supplied by the respective publishers.