Abstract
Large-scale digital infrastructures in regulated sectors often face resistance from key stakeholders, threatening successful implementation. Germany’s first attempt to introduce an electronic prescription (EP) system illustrates this challenge, as it failed due to strong opposition from stakeholders. In this study, we investigate the conditions that foster stakeholder acceptance during a renewed rollout of EP, which reconfigures public healthcare delivery. Based on interviews and field observations, we identify two critical enablers: (1) routine continuity through workflow integration and (2) shared learning across stakeholders. Our findings show that acceptance was not primarily driven by efficiency gains but by the minimization of operational disruptions and through co-owned processes. Building on existing research, we identify how stakeholder engagement and routine stability enable acceptance of supra-infrastructures across organizational boundaries. The study contributes to IS research on public sector digitalization, emphasizing the required enablers for successful implementation and creating societal impact.
Recommended Citation
Schüngel, Michael; Sivanathan, Shariga; and Brandt, Tobias, "Keeping the Flow: Continuity over Efficiency in Public Digital Infrastructure Rollout" (2025). Digit 2025 Proceedings. 16.
https://aisel.aisnet.org/digit2025/16
Abstract Only