Title: Service innovation for e-government: a broadband-based example

Authors: Bendik Bygstad, Gjermund Lanestedt, Jyoti Choudrie

Addresses: Norwegian School of IT, 0185 Oslo, Norway. ' Teleplan AS, 1324 Lysaker, Norway. ' University of Hertfordshire, Business School, DeHavilland Campus Hatfield, Herts AL 10 9AB, UK

Abstract: This paper investigates the relationship between broadband and service innovation in an e-government context. We ask, what characterises successful broadband-based service innovation projects in the public sector? The research approach is a quantitative survey in a large public broadband diffusion initiative in Norway. The paper offers three conclusions. First, broadband-based service innovation is seen as a two-step process; first a technologically oriented project, followed by an organisational implementation. The focus of the project manager should be on the second of the phases, not the first. Second, the engagement of a professional external project manager does not support service innovation. The reason is that the external project manager lacks the necessary local knowledge and alliances with central stakeholders. Third, traditional project management is not well suited to understand and manage service innovation. Our contribution is aimed at the e-government research community, but our conclusions are also relevant for project managers and public sector managers.

Keywords: service innovation; broadband; e-government; project management; electronic government; Norway; public sector management.

DOI: 10.1504/EG.2007.014165

Electronic Government, an International Journal, 2007 Vol.4 No.3, pp.314 - 325

Published online: 24 Jun 2007 *

Full-text access for editors Full-text access for subscribers Purchase this article Comment on this article