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Challenges in Implementing Citizen-centric e-Government Services in Rwanda
Örebro University, Örebro University School of Business. (CERIS)ORCID iD: 0000-0002-2273-5716
Örebro University, Örebro University School of Business. (CERIS)ORCID iD: 0000-0002-3713-346X
Örebro University, Örebro University School of Business. (CERIS)ORCID iD: 0000-0002-7907-6037
2019 (English)In: Electronic Government, an International Journal, ISSN 1740-7494, E-ISSN 1740-7508, Vol. 15, no 3, p. 283-302Article in journal (Refereed) Published
Abstract [en]

Electronic government (e-government) faces challenges impeding its successful implementation. In the least developed countries, where e-government initiatives are developing but little research is done, it is difficult to know how to move forward with the development. As a contribution to increased knowledge, this study identifies e-government challenges in Rwanda. To this end, the study takes an interpretive approach and, from interviews and document analysis, identifies key e-government challenges. Those challenges include lack of a change management strategy, limited cooperation, language and literacy barriers, incomplete automation, difficulties with system integration, and a lack of intermediaries' management mechanisms. This paper analyses the challenges service providers would have to manage for e-government to improve and informs policymakers of the areas that need their attention for Rwanda to evolve towards the desired e-government. The study contributes to the yet scarce literature of e-government in Rwanda.

Place, publisher, year, edition, pages
InderScience Publishers, 2019. Vol. 15, no 3, p. 283-302
Keywords [en]
challenges, citizen-centric e-government, developing country, digital government, East Africa, electronic government, e-government development, e-government services, Rwanda
National Category
Information Systems, Social aspects
Identifiers
URN: urn:nbn:se:oru:diva-70148DOI: 10.1504/EG.2019.10016243OAI: oai:DiVA.org:oru-70148DiVA, id: diva2:1262747
Available from: 2018-11-12 Created: 2018-11-12 Last updated: 2019-11-21Bibliographically approved
In thesis
1. E-Government Service Evaluation in Rwanda: A Design Perspective
Open this publication in new window or tab >>E-Government Service Evaluation in Rwanda: A Design Perspective
2019 (English)Doctoral thesis, comprehensive summary (Other academic)
Abstract [en]

Rwanda has embraced e-government. As the first step of implementation, services are being developed and provided online. As e-government matures over time, due to challenges and opportunities presented by developments in technology, legislation, economy, standards anduser expectations, an important management challenge is to understand future challenges and to be prepared to address them. The present research addresses the problem of moving from e-government service quantity to service quality in Rwanda by using a design science research approach to answer the question: How can e-government service evaluation be improved in Rwanda?

This thesis provides an integrated view of e-government maturity. The empirical studies explain the challenges facing e-government implementation in Rwanda and involve service providers in investigating e-government service quality. Building on these, an evaluation process redesign is suggested and a prototype of a web-based evaluation approach called Rwanda Online Service Evaluation (ROSE) is developed in order to convey the proposed changes. It is also tested with managers and users in Rwanda. The evaluation process redesign consists of information, social and technology components. The present research contributes to the e-government body of knowledge through study cases of a Least Developed Country (LDC), namely Rwanda. Theoretical contributions include an e-government maturity model and an e-government service development framework, which could also be used in other research. The findings and the developed prototype contribute to practice in terms of evaluating e-government services and may serve as an inspiration for other LDC.

Place, publisher, year, edition, pages
Örebro: Örebro University, 2019. p. 132
Series
Örebro Studies in Informatics ; 17
Keywords
Design science research, e-government, e-government service evaluation, information systems artifact, Least Developed Countries (LDC), Rwanda, Sub-Saharan Africa, user involvement
National Category
Information Systems, Social aspects
Identifiers
urn:nbn:se:oru:diva-77189 (URN)978-91-7529-311-0 (ISBN)
Public defence
2019-12-05, Örebro universitet, Forumhuset, Biografen, Fakultetsgatan 1, Örebro, 13:15 (English)
Opponent
Supervisors
Available from: 2019-10-11 Created: 2019-10-11 Last updated: 2019-11-12Bibliographically approved

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Mukamurenzi, SolangeGrönlund, ÅkeIslam, M. Sirajul

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