With the rapid diffusion of smartphones among citizens, government service providers have shifted their service-delivery focus toward mobile applications. However, its applications and implementations remained uneven throughout various public sectors. The scarce research in the area prevented the generation of a sound knowledge base for m-service implementation. This paper reports the investigation of a mobile application service in a large government organisation in Australia. Findings show that an m-service implementation, which does not follow a stage-wise model, is a complex phenomenon, wherein multiple actions and players are involved at different levels. This study indicates that the cumulative knowledge and experience of various stakeholders within an organization contribute to getting an innovation off the ground, wherein the conducive environment supported by appropriate policies and strategies, the readiness of customers and organizations, and the capability of the internal Information and Communication Technology (ICT) team and the influence of management are important drivers.