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

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  • Elizabeth Eppel
  • Miriam Lips

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.

Suggested Citation

  • Elizabeth Eppel & Miriam Lips, 2016. "Unpacking the black box of successful ICT-enabled service transformation: how to join up the vertical, the horizontal and the technical," Public Money & Management, Taylor & Francis Journals, vol. 36(1), pages 39-46, January.
    • Handle: RePEc:taf:pubmmg:v:36:y:2016:i:1:p:39-46
    DOI: 10.1080/09540962.2016.1103417
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    Cited by:

    1. Simmonds, Hamish & Gazley, Aaron & Kaartemo, Valtteri & Renton, Michelle & Hooper, Val, 2021. "Mechanisms of service ecosystem emergence: Exploring the case of public sector digital transformation," Journal of Business Research, Elsevier, vol. 137(C), pages 100-115.

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