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Organisational Challenges in the Implementation of ‘one-stop’ e-Government in Rwanda
Örebro University, Örebro University School of Business. University of Rwanda, Rwanda. (CERIS)ORCID iD: 0000-0002-1275-346x
Örebro University, Örebro University School of Business. (CERIS)ORCID iD: 0000-0002-3713-346X
Örebro University, Örebro University School of Business. (CERIS)ORCID iD: 0000-0002-1337-2394
2019 (English)In: Electronic Journal of e-Government, ISSN 1479-439X, E-ISSN 1479-439X, Vol. 17, no 1, p. 1-19Article in journal (Refereed) Published
Abstract [en]

One-stop e-government holds potential benefits in all contexts and especially in the context of developing countries and in the Least Developed Countries (LDCs). Implementation of one-stop e-government can be challenging as it normally requires addressing a number of organisational issues including those related to the integration of the individual government information systems of different departments which traditionally function as silos; tackling organisational issues can be difficult due to the nature of the public sector. However, the contemporary literature paints a picture of scarce research on the organisational issues that impede the implementation of one-stop e-government initiatives in LDCs. This paper explores the organisational issues underlying the implementation of ‘one-stop’ e-government initiatives in Rwanda, an LDC. The study explores the status of these elements as of and up to March 2017. The qualitative case study methodology used for this study involved data collection by means of documents and interviews with key managers from central government organisations, from a private company, and from local government service clerks. Template analysis was used as a method for data analysis. Even though the number of online services for citizens, businesses, and other agencies is growing rapidly and easy payment of service fees is available, a number of organisational issues were identified. These include the lack of a clear plan of ‘to-be’ service processes and a corresponding change management strategy. Service re-design was taking place very much ad hoc. There were also unclear systematic organisational learning mechanisms and unclear operational goals in the local government. Addressing these issues would contribute towards improving the implementation of one-stop e-government and its corresponding services in such a context. The paper contributes to research by providing insights into organisational issues in a country currently in an early stage of e-government development. For Rwandan e-government professionals, the paper suggests a way forward. It also helps decision makers in Rwanda and similar countries undertaking one-stop initiatives to understand the problem context of actions taken towards IT-driven institutional reform.

Place, publisher, year, edition, pages
Academic Conferences Limited, 2019. Vol. 17, no 1, p. 1-19
Keywords [en]
One-stop e-government, e-government organisational challenges, Rwanda
National Category
Other Social Sciences
Research subject
Informatics
Identifiers
URN: urn:nbn:se:oru:diva-73592OAI: oai:DiVA.org:oru-73592DiVA, id: diva2:1303477
Projects
Rwanda e-government projectAvailable from: 2019-04-09 Created: 2019-04-09 Last updated: 2019-06-13Bibliographically 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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