3G Technology in Local Government: Case Examples of Business Process Change and Strategic Innovation   

Holland, C. P. and Cahill, M.  

This paper reports some of the key findings from part of a larger research projects into the application of 3G technology in government and public sector applications. The work was sponsored by Vodafone UK plc. One of the key themes identified in the main research project was the importance of strategic innovation and business process change and how these organisational phenomena related to the application of 3G technology to either solve existing problems or create new opportunities to design new work practices. Three case studies examples are offered to illustrate this concept, including Citizens Advice Bureau, Manchester Advice, and the Single Assessment Process (SAP). Each of these organisations managed to implement significant changes to the ways that e-government services are organised and delivered. An overview of key research in the area of e-government is also given to place the application of 3G technology in a broader technology and organisational context.

Keywords: 3G technology, mobile applications, government, e-government, public sector, strategic innovation, business process change.