SMS and IVR Based M-Service ‘Initiation’ and ‘Developmental’ Stage Challenges in the Public Sector: Multiple Case Studies in a Developing Country

The paper aims to identify challenges that m-service innovators may face during ‘initiation’ and ‘development’ stage of innovation. Extant literature in the m-service innovation of public sector identified challenges that are scattered and scant. Extrication of challenges through the process of innovation development is essential for the innovators to minimize mistakes and burden of financial loss. This paper investigates challenges across the process of m-service innovation in a systematic manner underpinning the framework proposed by Van de Ven et al., (1999). Long persisting problems were attempted to resolve with the help of local and international donor funding supports. Continuity of funding or getting the approved funding is critical at the initiation stage of m-service innovation in a developing country. The study does not find any presence of any business plan, which is a mandatory document for starting any innovation in a developed country. Uncertainties and technical and non-technical setbacks were critical at the development stage for which senior management support and involvement is vital. An innovation champion from senior management is found to play a significant role in m-service innovation. The innovation champion plays a bridging role between the top and other levels of an organization as well as maintains an active link with internal and external stakeholders. To fit a new technical environment in the organization, restructuring is required for which roles and responsibilities of employees are redefined and new positions are needed to be created.