A M-Service Implementation by Large Government Organisations: A Case Study on an m-app in Australia

Abstract: 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.