ABSTRACT This paper examines the automation environment of public service organizations (PSO) in two different periods to suggest that the introduction of information technology (IT) into public organizations continues to be more pragmatic than strategic. Findings suggest that triggers, such as organizational problems and technological availability for introducing IT are not sufficient to produce substantial organizational change. Furthermore, the results of this study indicate that IT is being introduced into public service organizations by middle-level managers. Managers at these levels seek incremental rather than revolutionary change in their operations. The study suggests that, in order to move from a pragmatic to a new strategic approach, there is a need to establish a partnership between middle managers and those in the strategic apex.
