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E-Government Service Evaluation in Rwanda: A Design Perspective
Örebro University, Örebro University School of Business.ORCID iD: 0000-0002-2273-5716
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 [en]
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: urn:nbn:se:oru:diva-77189ISBN: 978-91-7529-311-0 (print)OAI: oai:DiVA.org:oru-77189DiVA, id: diva2:1360078
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
List of papers
1. Evaluating eGovernment Evaluation: Trend and Issues
Open this publication in new window or tab >>Evaluating eGovernment Evaluation: Trend and Issues
2016 (English)In: Electronic Government and Electronic Participation, Amsterdam: IOS Press, 2016, p. 123-134Conference paper, Published paper (Refereed)
Abstract [en]

Evaluating e-government has proven difficult. Reasons include the complex nature of e-government, difficulties in measuring outcomes and impact, and the evolving nature of the phenomenon itself. Practical and effective evaluation methods would be useful to guide the development. To gauge the state of the art in the field, a review of contemporary literature investigated the status of research on e-government evaluation. We found the issues involved to be described by five critical factors: maturity levels, evaluation object, type of indicators, evaluation timing, and stakeholder involvement. The review suggests that there is no best model but rather that e-government evaluation must be situated and take a formative approach to guide the next step. However in doing so there is a need for a clear perspective on where e-government development is going. On this point research is more in agreement, and we provide a model to conceptualize this development.

Place, publisher, year, edition, pages
Amsterdam: IOS Press, 2016
Series
Innovation and the Public Sector, ISSN 1871-1073 ; 23
Keywords
E-government, evaluation, e-government models, evaluation models, literature review
National Category
Information Studies Political Science
Identifiers
urn:nbn:se:oru:diva-53016 (URN)10.3233/978-1-61499-670-5-123 (DOI)000383380900013 ()978-1-61499-670-5 (ISBN)978-1-61499-669-9 (ISBN)
Conference
15th IFIP Electronic Government (EGOV) / 8th Electronic Participation (ePart) Conference, Univ Minho, Guimaraes, Portugal, September 5-8, 2016
Available from: 2016-10-18 Created: 2016-10-18 Last updated: 2019-11-12Bibliographically approved
2. Challenges in Implementing Citizen-centric e-Government Services in Rwanda
Open this publication in new window or tab >>Challenges in Implementing Citizen-centric e-Government Services in Rwanda
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
Keywords
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:nbn:se:oru:diva-70148 (URN)10.1504/EG.2019.10016243 (DOI)
Available from: 2018-11-12 Created: 2018-11-12 Last updated: 2019-11-21Bibliographically approved
3. Improving qualities of e‐government services in Rwanda: A service provider perspective
Open this publication in new window or tab >>Improving qualities of e‐government services in Rwanda: A service provider perspective
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
Keywords
East Africa, e‐government service quality, evaluation, least developed country, Rwanda, service provider
National Category
Information Systems
Research subject
Informatics
Identifiers
urn:nbn:se:oru:diva-73680 (URN)10.1002/isd2.12089 (DOI)000486071500006 ()2-s2.0-85063811265 (Scopus ID)
Available from: 2019-04-12 Created: 2019-04-12 Last updated: 2019-11-13Bibliographically approved
4. Designing eGovernment Service Evaluation in Rwanda
Open this publication in new window or tab >>Designing eGovernment Service Evaluation in Rwanda
(English)Manuscript (preprint) (Other academic)
National Category
Information Systems, Social aspects
Identifiers
urn:nbn:se:oru:diva-77836 (URN)
Available from: 2019-11-12 Created: 2019-11-12 Last updated: 2019-11-12Bibliographically approved

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