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Local government service systems improvement: exposing the social networks

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  • Matthew Pepper
  • Andrew Sense

Abstract

Using a local government (LG) case study, this paper describes and qualitatively explores the value and use of social network analysis (SNA) in creating a rich environment for service network innovation and development. The case study analysed manages regional planning development applications and involves a complex social network. The study underpins the view that in LG service environments, mechanistic models for systems improvement are on their own inadequate. SNA constitutes an essential complementary development framework underpinning continuous innovation through human and social capital development. Findings presented are profound for local government and multiple service contexts and argue for a greater emphasis on understanding and developing the human and social aspects of service systems as opposed to a predominant technical systems bias. Copyright Springer Science+Business Media New York 2014

Suggested Citation

  • Matthew Pepper & Andrew Sense, 2014. "Local government service systems improvement: exposing the social networks," Journal of Management & Governance, Springer;Accademia Italiana di Economia Aziendale (AIDEA), vol. 18(3), pages 873-890, August.
    • Handle: RePEc:kap:jmgtgv:v:18:y:2014:i:3:p:873-890
    DOI: 10.1007/s10997-012-9255-0
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    References listed on IDEAS

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    1. W. Edwards Deming, 2000. "Out of the Crisis," MIT Press Books, The MIT Press, edition 1, volume 1, number 0262541157, April.
    2. Andrew Sense & Matthew Pepper, 2012. "Social Networks, Social Learning and Service Systems Improvement," Asia Pacific Journal of Public Administration, Taylor & Francis Journals, vol. 34(1), pages 95-111, June.
    3. Leidy Klotz & Michael Horman & Henry H. Bi & John Bechtel, 2008. "The impact of process mapping on transparency," International Journal of Productivity and Performance Management, Emerald Group Publishing Limited, vol. 57(8), pages 623-636, October.
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    Cited by:

    1. V.V. Kolmakov & L.N. Rudneva & Y.E. Thalassinos, 2020. "Public Survey Instruments for Business Administration Using Social Network Analysis and Big Data," International Journal of Economics & Business Administration (IJEBA), International Journal of Economics & Business Administration (IJEBA), vol. 0(2), pages 3-18.

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