Abstract
This paper explores the role of Information Technology (IT) in the management of municipally-owned and operated public utilities. Through semi-structured interviews of senior management in the largest municipal electric and water systems, the paper examines the confluence of contextual factors fostering changes in an IT management strategy, which tend to be aimed at increasing efficiency and effectiveness of service delivery as well as improving customer/citizen satisfaction. The paper proposes a model of the IT strategic planning process occurring in municipal environments illustrating interplay between technological, political, and bureaucratic decision-making. The study finds that the complex nature of technology with its rapid and seemingly chaotic rate of change poses political risks for the organization attempting to manage the IT infrastructure. Successful strategic management of IT must take into account the differing value sets among its organizational and political members and how these differing motivations impact the management of the IT infrastructure.