Digital Transformation of Public Service Delivery: An Institutional Logics Perspective
Date
Authors
Doolin, Bill
Techatassanasoontorn, Angsana
Díaz Andrade, Antonio
Singh, Harminder
Supervisor
Item type
Conference Contribution
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Journal Title
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Volume Title
Publisher
British Academy of Management
Abstract
Originating in the private sector, digital transformation has been heralded by governments as an inevitable and desirable path for citizens to thrive in the digital age. Digital transformation efforts are increasingly leading to public services being delivered as ‘digital first’ or ‘digital by default’. However, such an approach may have unintended consequences and risk excluding some members of society who are unable or unwilling to interact digitally with government. We use the concept of institutional logics to critically analyse the dominant discourse of digital transformation in the New Zealand public sector. In doing so, we unpack the logic underpinning government digital transformation initiatives that are driving the digital delivery of public services in many countries, including the UK. We identify five organising principles that collectively characterise the digital first institutional logic we observe in the digitalisation of public service delivery: values, norms, assumptions, focus of attention, and view of digital.Description
Keywords
digital transformation, government, institutional logics, public service delivery
Source
39th British Academy of Management Conference (BAM 2025), 1 – 5 September 2025, University of Kent, U.K. https://www.bam.ac.uk/events-landing/past-conferences/2025-conference.html
DOI
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This is the Author's Manuscript of a conference paper presented at the 39th British Academy of Management Conference (BAM 2025).