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Item’Escalation of Commitment’ as a Force for Good? Evidence from an Indonesian Digital Government Project( 2020-01-07)In extant literature, ‘escalation of commitment’ is viewed as a recommitment of resources to a failing course of action that can lock projects into an ill-fated path of failure. This view portrays all feedback information driving recommitment decisions as “negative” in nature. In this paper we question this portrayal, joining an emerging alternative view that makes no assumptions about the nature of feedback. We take the view that feedback is inherently equivocal, and regard escalation of commitment as decision dilemmas arising out of such equivocality. Drawing on a case study of a digital government project in Indonesia, the paper explores this alternative view by understanding the antecedents of escalation of commitment deployed by key actors in steering a failing project to become a reasonably successful one. Theoretically, the paper suggests that the decision maker’s dilemma is influenced by their personal beliefs, cultural norms and institutional values. The paper presents the notion of “perseverance of commitment”, where escalation of commitment emerges, and is subsequently reinforced through a collective belief-driven reframing mechanism.
ItemA Quality Management-Based Approach to Evaluate Public Services: A Case Study in Brazil( 2020-01-07)In this paper, we present an approach to identify and measure the best practices of quality management in public services. While many studies focus on service quality from the user’s perspective, this work pays attention to the service operation management, aiming to evaluate public services’ best practices based on the management perspective. This study was developed in cooperation with the Brazilian Government, which conducted an exploratory interview with managers of 289 federal services. Then, we performed a data mining to better understand trends, patterns and correlations from the answers obtained. As a final outcome, a questionnaire-based model was developed, called BrQM (Brazil Quality Management), in order to assist public administration managers in evaluating the quality of their services. The proposed model encodes 8 dimensions with score variables to guide evaluation actions so that public institutions can improve their services by identifying good practices in quality management adopted by other services in the same sphere.
ItemThe Pursuit of Sustainable ICT4D: Lessons from Timor-Leste( 2020-01-07)Information and communication technology for development (ICT4D) initiatives often result in abandonment following a successful technical implementation. This article contributes to the literature on the sustainability of ICT4D projects by proposing a substantive theory of Cultivating Sustainability. A qualitative study, based on three ICT4D implementation cases in a least developed country, served to explore the question of how the sustainability of ICT4D could be enhanced. This paper suggests that sustainability needs to be cultivated proactively and continuously, from project initiation to benefit realization. The article indicates specific strategies that can help least developed countries achieving the long-lasting benefits donors and recipients anticipated.