With the rapid proliferation of smartphones among citizens, government service providers have shifted their service-delivery focus through mobile services. However, its effective adoption and implementation are still uneven throughout various public sectors. The scarce research in the area prevented the generation of a sound knowledge base for m-service implementation, which has some distinct characteristics from the traditional e-services. This paper reports the investigation of a mobile application service in a large government organisation in Australia. Findings show that an m-service implementation does not follow a stage-wise model, where multiple actions and players involved at different levels makes it a complex and unique phenomenon. This study indicates that the cumulative knowledge and experience of various stakeholders within an organisation contribute to getting an innovation off the ground, wherein a conducive environment supported by appropriate policies and strategies, the readiness of customers and organisations, co-creation and the influence of management are important drivers.
|Title of host publication||Proceedings of the 27th Australasian Conference on Information Systems, ACIS 2016|
|Place of Publication||Darlinghurst, NSW|
|Publisher||Australasian Conference on Information Systems Executive Committee|
|Number of pages||12|
|Publication status||Published - 2016|
|Event||28th Australasian Conference on Information Systems: Occupying the Sweet Spot: IS at the Intersection, ACIS 2016 - University of Woolongong, Woolongong, Australia|
Duration: 5 Dec 2016 → 7 Dec 2016
|Name||Proceedings of the 27th Australasian Conference on Information Systems, ACIS 2016|
|Conference||28th Australasian Conference on Information Systems|
|Abbreviated title||ACIS 2016|
|Period||5/12/16 → 7/12/16|
Hussain, M., & IMRAN, A. (2016). M-Service Implementation by Large Government Organisations: A Case Study on an m-app in Australia. In Proceedings of the 27th Australasian Conference on Information Systems, ACIS 2016 (pp. 1-12). (Proceedings of the 27th Australasian Conference on Information Systems, ACIS 2016). Darlinghurst, NSW: Australasian Conference on Information Systems Executive Committee.