Identifying influencing factors of sustainable public service transformation: a systematic literature review

Abstract

This article continues the conversation on public service innovation and transformation in the International Review of Administrative Sciences. Political, socio-economic and technological changes drive public service transformation in rendering current service delivery models increasingly ineffective. However, public service transformation introduces risks. This article finds a paucity of academic research into those risks, highlighting need for their management. The key conclusion is that risk management, leadership and public participation can facilitate or hinder public service transformation. Points for practitioners Risk management features prominently in public and private sector discourse, and is perceived as a core element of corporate governance and a tool for achieving strategic objectives. It is key to facilitating public service transformation and ensuring that organizational objectives are achieved because it can optimise inherent opportunities while mitigating associated risks. This article contributes to public administration practice by developing a new conceptualization of the role of risk management in public service transformation.