An Investigation into Organisational Learning by Public Officials Creating and Maintaining Multi-Channel Service Delivery Information Systems in the New Zealand Public Sector
Public sector organisations in New Zealand increasingly use multi-channel service delivery strategies to achieve better, faster and cheaper services to citizens. Within these organisations, public sector officials envision, define and implement complex service delivery information systems. This study examines the organisational learning mechanisms that those officials use. This provides a deeper insight into the role that organisational learning plays in multi-channel service delivery systems definition in the context of the New Zealand Public Sector. A constructionist multiple-case study was undertaken with twenty nine officials from six public sector agencies that explores and characterises the learning mechanisms and knowledge transfer mechanisms that they use to understand and deliver services via physical and virtual channels. In addition, the research led to the development of a candidate conceptual model that integrates organisational learning, information systems and the unique organisational aspects of public sector service delivery.