HIGHLIGHTING INFORMATION-DOMINANT LOGIC RESULTING FROM DIGITAL TRANSFORMATION OF PUBLIC SERVICE ORGANISATIONS

Purpose: This paper explores business logics as relevant to public service organisations (PSOs), which have a requirement to administer lean and sustainable provision. Organisations have shifted from manual to semi-automated machine processing of service information, which allows them to be facilitating advanced capability and performance of their operations through digital transformation in the era of Servitization 2.0. Design/Methodology/Approach: It is pertinent that we seek to explore the impact of digital transformation through the lens of business logic and that we understand how information available within the PSO business ecosystem brings value for decision making and operational efficiency. Findings: We find that there is an appreciation of the usefulness of collected data which is dominating the business logic of PSOs. This helps us understand the current critical realities of customer and information processing. Relying on machines for processing means we operate in a closely coupled product-service system (P-SS) which has moved through a dominance continuum, having initiated with goods, progressed to service, now resulting in information being the critical aspect of value within the ecosystem. Originality/Value: Information and communication technology systems offer a basis for pro-activity and operational efficiency for public service provision. We justify information-dominant (I-D) logic to articulate the product-service-information system (P-S-IS) model that fully incorporates information as an embedded characteristic of the service concept throughout its lifecycle. We offer an example of the model as applied to the NHS Track and Trace service