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E-Government Implementation Process in Rwanda: Exploring Changes in a Socio-technical Perspective
University of Rwanda, School of ICT/ Engineering, Rwanda. (CERIS)ORCID iD: 0000-0002-1275-346x
Örebro University, Örebro University School of Business. (CERIS)ORCID iD: 0000-0002-1337-2394
Örebro University, Örebro University School of Business. (CERIS)ORCID iD: 0000-0002-7907-6037
2019 (English)In: Business Systems Research Journal, ISSN 1847-8344, E-ISSN 1847-9375, Vol. 10, no 1, p. 53-73Article in journal (Refereed) Published
Abstract [en]

Background: Failures in e-government projects to deliver expected results are frequent in the context of developing countries. These are partly attributed to the lack of balanced attention to both technical and social aspects in the implementation. However, there has been limited research on these aspects in the least Developed Countries.

Objectives: Taking a socio-technical perspective, this study aims at exploring the extent of changes and effects in the implementation of e-government service-oriented initiatives in Rwanda, one of the Least Developed Countries.

Methods/Approach: An empirical investigation was conducted, via interviews at 8 agencies during the period from January 2017 to May 2018. This involved two case projects, an Enterprise Content Management System and a One-Stop e-government system. Furthermore, government documents and online material were analyzed.

Results: A number of changes in technology, processes and people aspects were faced in both projects. However, those changes are coupled with secondary effects; there is a need for a better fit between technical systems and social systems of organizations implementing e-government; a larger gap was identified in the first case project.

Conclusions: Addressing the issues as a socio-technical system would contribute to improved work systems of agencies and better services.

Place, publisher, year, edition, pages
De Gruyter Open, 2019. Vol. 10, no 1, p. 53-73
Keywords [en]
e-Government implementation, enterprise content management, ‘one-stop’ e-government, Rwanda, socio-technical theory
National Category
Information Systems
Research subject
Informatics
Identifiers
URN: urn:nbn:se:oru:diva-73686DOI: 10.2478/bsrj-2019-0005ISI: 000467633400005Scopus ID: 2-s2.0-85065835760OAI: oai:DiVA.org:oru-73686DiVA, id: diva2:1304616
Projects
Rwanda e-government projectAvailable from: 2019-04-12 Created: 2019-04-12 Last updated: 2019-06-19Bibliographically 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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