Elements of successful change: the Service Tasmania experience to public sector reform

Blackburn, Greg (2014) Elements of successful change: the Service Tasmania experience to public sector reform. Australian Journal of Public Administration, 73 1: 103-114. doi:10.1111/1467-8500.12054

Author Blackburn, Greg
Title Elements of successful change: the Service Tasmania experience to public sector reform
Journal name Australian Journal of Public Administration   Check publisher's open access policy
ISSN 1467-8500
Publication date 2014-03
Year available 2014
Sub-type Article (original research)
DOI 10.1111/1467-8500.12054
Open Access Status
Volume 73
Issue 1
Start page 103
End page 114
Total pages 12
Place of publication Richmond, VIC, Australia
Publisher Wiley-Blackwell Publishing Asia
Collection year 2015
Language eng
Abstract For Tasmanians accessing Government services has traditionally required visits to various Lead Agency locations, as service delivery was fragmented and bureaucratic. The Tasmanian Government adopted a customer-focused approach implementing 'Service Tasmania' a One-Stop-Shop service delivery concept. This paper investigates what led to the success of this public service reform and in particular what change management practices were applied during the change effort. Ten common factors of successful change have been identified in the literature; these are explored determining their relevance throughout this initiative. Data were collected with semi-structured interviews conducted with 63 staff plus senior management. Data were analysed using a grounded theory approach and open coding was applied during the first pass through the data to reach the initial codes identifying critical terms and generic key issues. Findings confirm that several management interventions were necessary to address resistance and conflict issues and keep the government reform project on track.
Keyword Change management
Service Tasmania
Q-Index Code C1
Q-Index Status Confirmed Code
Institutional Status UQ

Document type: Journal Article
Sub-type: Article (original research)
Collections: Queensland Alliance for Agriculture and Food Innovation
Official 2015 Collection
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Created: Tue, 06 May 2014, 01:44:28 EST by System User on behalf of Qld Alliance for Agriculture and Food Innovation