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Improving qualities of e‐government services in Rwanda: A service provider perspective
Örebro University, Örebro University School of Business. School of ICT, College of Science and Technology, University of Rwanda, Kigali, Rwanda. (Centre for Empirical Research on Information Systems (CERIS))ORCID iD: 0000-0002-2273-5716
Örebro University, Örebro University School of Business. (Centre for Empirical Research on Information Systems (CERIS))ORCID iD: 0000-0002-3713-346X
Örebro University, Örebro University School of Business. (Centre for Empirical Research on Information Systems (CERIS))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 e12089Article in journal (Refereed) Published
Abstract [en]

E‐government implementation is growing worldwide. In the context of developed countries, as well as some developing ones, research provides tools to evaluate e‐government services and reflect on e‐government performance. However, in the least developed countries (LDCs), where the preconditions are in many ways more challenging, little is known about those services. While information technology can be imported, social, organizational, and infrastructural arrangements conducive to high‐quality service delivery must be developed locally. In contributing to understanding the challenges as well as opportunities involved, this paper explores the qualities of e‐government services in Rwanda, an East African LDC. The investigation focuses on service providers' views of the qualities, as it is only through their understanding of the situation that service quality can be improved. This is a qualitative study based on interviews with employees of government organizations and document analysis. We identify and discuss 28 e‐government service quality factors, which are grouped into nine quality dimensions—accessibility, availability, awareness, responsiveness, information quality, information security, ease of use, support, and cost. This research contributes to raising awareness about the qualities of e‐government services in Rwanda in particular but may also have relevance for other LDCs.

Place, publisher, year, edition, pages
John Wiley & Sons, 2019. Vol. 85, no 5, article id e12089
Keywords [en]
East Africa, e‐government service quality, evaluation, least developed country, Rwanda, service provider
National Category
Information Systems
Research subject
Informatics
Identifiers
URN: urn:nbn:se:oru:diva-73680DOI: 10.1002/isd2.12089ISI: 000486071500006Scopus ID: 2-s2.0-85063811265OAI: oai:DiVA.org:oru-73680DiVA, id: diva2:1304684
Available from: 2019-04-12 Created: 2019-04-12 Last updated: 2019-11-13Bibliographically 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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