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E-government implementation and monitoring: The case of Rwanda ‘one-stop’ E-government
Örebro University, Örebro University School of Business. College of Science and Technology, School of ICT, University of Rwanda, Kigali, Rwanda; Centre for Empirical Research on Information Systems, Örebro University School of Business, Örebro, Sweden.ORCID iD: 0000-0002-1275-346X
Örebro University, Örebro University School of Business. Centre for Empirical Research on Information Systems.ORCID iD: 0000-0002-1337-2394
Örebro University, Örebro University School of Business. Centre for Empirical Research on Information Systems.ORCID iD: 0000-0002-7907-6037
2019 (English)In: Electronic Journal of Information Systems in Developing Countries, ISSN 1681-4835, E-ISSN 1681-4835, Vol. 85, no 5, article id e12086Article in journal (Refereed) Published
Abstract [en]

Taking the case of the “one‐stop” e‐government initiative in Rwanda, the present study aims to find out how the “one‐stop” e‐government initiative is monitored at different government levels and stages and the extent to which the initiative is monitored. Furthermore, the study also aims to identify potential areas for improvement in the monitoring process. An exploratory qualitative study was undertaken in Rwandana gencies. The findings show that the monitoring of the process of implementing and improving one‐stop e‐government is partly formal at central government level and informal at local government level. Furthermore, the focus of the monitoring at the stage of use and maintenance leans more towards the benefits of end users as service consumers than those of the service providers. Incorporating formal methodological approaches at local government level and in all stages of the implementation and improvement process at central government level, as well as paying increased attention to back‐end process performance aspects, could introduce additional improvements into the monitoring practice and, in turn, increase project benefits.

Place, publisher, year, edition, pages
John Wiley & Sons, 2019. Vol. 85, no 5, article id e12086
Keywords [en]
E‐government implementation, evaluation, monitoring, one‐stop e‐government, Rwanda
National Category
Information Systems, Social aspects
Identifiers
URN: urn:nbn:se:oru:diva-70145DOI: 10.1002/isd2.12086ISI: 000486071500003Scopus ID: 2-s2.0-85061800591OAI: oai:DiVA.org:oru-70145DiVA, id: diva2:1262743
Note

Funding Agency:

University of Rwanda-Sweden Capacity Building Programme 

Available from: 2018-11-12 Created: 2018-11-12 Last updated: 2019-10-02Bibliographically 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, PierreKlein, Gunnar O.Islam, M. Sirajul

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