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

  •  Chowdhury Hossan    
  •  Nicola McNeil    
  •  David Brown    


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.

This work is licensed under a Creative Commons Attribution 4.0 License.