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Collaboration as a Strategic Service in Government Online Communities

Smith, S., Winchester, D., Clegg, S., Pang, V.,

Academic Literature


This study investigates strategic innovation changes designed to facilitate ‘Collaboration as a Service’. The programme were undertaken on information technology platform sites hosting online communities by NSW state government agencies in Australia. The initial platform hosted the Guardianship Tribunal site dealing with people that have disabilities. Lessons were learned from changes in service delivery for the design of face-to-face services that drove pre-implementation factors and assisted change and collaboration in earlier platforms through enhancing later sites features and functionality limiting user resistance. However, the organizational change contributed to enhanced centralization and panopticism of organizational power relations.

Publication information

Journal/Publication : Journal of Change Management

Location : Australasia

Domain/s: Community and civic participation, Safety and security

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