Organisational knowledge creation and the commercialisation of State mail service

Over the last decade, the public sector of many economies has undergone various reform initiatives. A central element of these reforms is the introduction of “market‐oriented commercial practices” in the sector. Such initiatives have required public sector entities to engage in constant organisational learning processes. Using the New South Wales State mail service as a case illustration, this paper explores the “new knowledge creation” aspects of such reform initiatives. The paper explores how the State mail service underwent “new knowledge‐creation” processes as part of the commercialisation initiative. It is argued that the newly introduced commercial technologies have played a significant role in the process of creating and transferring knowledge within the organisation.