University of Oulu

Hietala, Heidi; Päivärinta, Tero; Annanperä, Elina; and Liukkunen, Kari, "Collectively Ambidextrous Digital Service Ecosystems: A Case of Bureaucracy of Death" (2023). ECIS 2023 Research Papers. 303.

Collectively ambidextrous digital service ecosystems: a case of bureaucracy of death

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Author: Hietala, Heidi1; Päivärinta, Tero1,2; Annanperä, Elina1;
Organizations: 1University of Oulu, Oulu, Finland
2Luleå University of Technology, Luleå, Sweden
Format: article
Version: published version
Access: open
Online Access: PDF Full Text (PDF, 0.4 MB)
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Language: English
Published: Association for Information Systems, 2023
Publish Date: 2023-06-01


Public services often extend beyond the public sector, requiring collaboration and interaction between public and private actors. Initiating digital service innovations in collaboration is challenging, especially in large-scale public service ecosystems. While individual service providers may have clashing interests, balancing incremental improvements and radical changes (i.e., pursuing ambidextrous development) requires collective efforts. We report a case of a digital service ecosystem related to the bureaucracy of a person’s death in Finland. We focused on the pursuit of collective ambidexterity, which requires collaborative development among various actors. The suggested contributions are summarized as four propositions to facilitate collective ambidexterity in service ecosystems: 1) adoption of multiple collaboration modes pursuing both efficiency gains and innovation outcomes, 2) parallel foci of top-down and bottom-up ambidextrous balancing, 3) governance of collaboration and (dis)benefits management both intra- and inter-organizationally, and 4) focus on citizen life-events to facilitate development across organizational silos and innovation beyond suboptimization.

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Series: European Conference on Information Systems
ISSN: 2184-1934
ISSN-L: 2184-1934
Article number: 303
Host publication: ECIS 2023 research papers
Conference: European Conference on Information Systems
Type of Publication: A4 Article in conference proceedings
Field of Science: 113 Computer and information sciences
Copyright information: © The Authors 2023.