Digitally Enabled Service Transformations in Public Sector: A Review of Institutionalisation and Structuration Theories

In public sector transformation context, various studies have utilised institutional theory as a lens to explore the institutionalisation process of digital-enabled services. While institutional theory contributes towards understanding such transformation, limited explanation is offered on the underlying process, undermining the impact of interplay between institutional structure and actors in shaping organisational norms. Structuration theory has overcome this limitation by examining the creation and reproduction of the behaviours supporting formation of norms, through analysis of structures and actors as change agents. Using a systematic literature review, this paper aims to identify existing research that utilise institutional and structuration theories to study the institutionalisation of such transformation in public sector. The literature findings highlight that the scope of existing research is largely limited to the European context, indicating a need to extend the work beyond this. Digitally Enabled Service Transformations in Public Sector: A Review of Institutionalisation and Structuration Theories