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E-Government Implementation in Developing Countries: Enterprise Content Management in Rwanda
Örebro University, Örebro University School of Business. College of Science and Technology, School of Engineering and School of ICT, , Rwanda.ORCID iD: 0000-0002-1275-346X
Örebro University, Örebro University School of Business.ORCID iD: 0000-0002-3713-346X
Örebro University, Örebro University School of Business.ORCID iD: 0000-0002-1337-2394
2016 (English)In: Electronic Government and Electronic Participation, Amsterdam: IOS Press, 2016, p. 251-259Conference paper, Published paper (Refereed)
Abstract [en]

E-Government is now on the rise in developing countries. While developing countries can "leapfrog" technology generations, the necessary organizational change is another matter. In industrialized countries technical systems have been developed over long time in parallel with institutional development; developing countries hope to make that journey faster. Most of the e-Government implementation research focuses on developed countries. It is important to explore the relation between the literature and the findings in the context of developing countries as to come up with a gap to reduce. An interview study with 56 people in 10 government organizations involved in implementing a government-wide enterprise content management system was conducted to find out how critical success factors found in literature on implementation of information management systems relate to the situation in the Rwanda public sector to discover the step forward in Rwanda. We find a large gap between expectations and results due to a strong focus on the technical tool and little concerns about issues related to organizational change.

Place, publisher, year, edition, pages
Amsterdam: IOS Press, 2016. p. 251-259
Series
Innovation and the Public Sector, ISSN 1871-1073 ; 23
Keywords [en]
e-Government, Implementation, ECM, Developing countries, Rwanda
National Category
Information Studies Political Science
Identifiers
URN: urn:nbn:se:oru:diva-53017DOI: 10.3233/978-1-61499-670-5-251ISI: 000383380900026ISBN: 978-1-61499-670-5 (print)ISBN: 978-1-61499-669-9 (print)OAI: oai:DiVA.org:oru-53017DiVA, id: diva2:1038455
Conference
15th IFIP Electronic Government (EGOV) / 8th Electronic Participation (ePart) Conference, Univ Minho, Guimaraes, Portugal, September 5-8, 2016
Available from: 2016-10-18 Created: 2016-10-18 Last updated: 2019-05-17Bibliographically approved
In thesis
1. Improving Implementation of e-Government Services in Rwanda: An Organisational Perspective
Open this publication in new window or tab >>Improving Implementation of e-Government Services in Rwanda: An Organisational Perspective
2019 (English)Doctoral thesis, comprehensive summary (Other academic)
Abstract [en]

As part of realising development programmes faster, developing countries have been adopting, from developed ones, modern ICTs and implementing e-government towards better public services. However, efforts of implementation of e-government services have been often resulting in unsatisfactory outcomes and even total failures. This is a big challenge particularly for Least Developed Countries which have fewer resources. Such outcomes are partly due to the lack of addressing organisational issues associated with implementations.

This thesis addresses the question: How can the implementation of e-government services be improved from an organisational perspective in the context of Rwanda?

The thesis adopts a socio-technical perspective and uses both qualitative case study methodology and a literature review approach. Two cases of implementation of e-government services were studied. The first case, an Enterprise Content Management system concerns the sharing and working on digital documents within government agencies. The second case, the onestop e-government is for providing online services by the central and local government agencies to the general public via a single portal, ‘Irembo’. This thesis shows that implementation of e-government services has been focusing on digitalisation of services superimposing ICT over existing structures with less attention to organisational change issues related to processes, organisational structure and policies. The thesis also identifies a deficit in implementation processes in terms of lacking clear goals and formal monitoring in the local government. Those insights on the implementation of e-government services of an LDC pinpoint a need for optimisation between technical and social aspects. This thesis makes an empirical contribution by bringing forth those insights. In order to help tackle a number of challenging issues found, a comprehensive model for improving the process of implementing e-government services, called Plan-Do-Evaluate-Resolve (PDER) was developed as a theoretical contribution based on a literature analysis.

Place, publisher, year, edition, pages
Örebro: Örebro University, 2019. p. 148
Series
Örebro Studies in Informatics ; 15
Keywords
e-government implementation, e-government services, organisational issues, socio-technical theory, Least Developed Countries, process improvement, PDER, Rwanda
National Category
Information Systems, Social aspects
Identifiers
urn:nbn:se:oru:diva-73635 (URN)978-91-7529-289-2 (ISBN)
Public defence
2019-06-10, Örebro universitet, Hörsalen, Musikhögskolan, Fakultetsgatan 1, Örebro, 13:00 (English)
Opponent
Supervisors
Available from: 2019-04-11 Created: 2019-04-11 Last updated: 2019-05-17Bibliographically approved

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Bakunzibake, PierreGrönlund, ÅkeKlein, Gunnar O.

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