ICT-enabled public sector organisational transformation: Factors constituting resistance to change

Abstract

This paper suggests a revision of the commonly used model of acceptance of technical tools (TAM) for analyzing employees' attitudes towards ICT-enabled public sector organizational transformation. TAM models focus too much on technology acceptance ignoring employees' resistance to change and the reasons for innovation failure. Empirical research has shown the importance to consider these factors in organizational change projects. Basing on the example of the implementation of an electronic record system in the state (Land) Brandenburg (Germany), the paper applies a quantitative methodology for addressing the question: To what extent can other factors, besides software-problems, explain the employees' resistance to change towards the implementation of the electronic record system? The results of our analysis show that in addition to the construct 'technology acceptance model' the variables: fear of losing work autonomy or in other words discretion, the perceived quality of information and the social influence significantly affect resistance to change. Long term analysis of the introduction of electronic systems in public organizations would improve the explanation power of our model enabling to examine the particular importance of these factors in different phases of the innovation process and to create appropriate interventions.