The Role of Process Evolution in Achieving Citizen Centred e-Government
Scott, Murray Golden, William Hughes, Martin
Scott, Murray
Golden, William
Hughes, Martin
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2003
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Conference Paper
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Hughes, M., W. Golden and M. Scott (2003). The Role of Process Evolution in Achieving Citizen Centred e-Government. In The 8th Americas Conference on Information Systems, Tampa, USA, 4th-6th August, pp 801-810.
Abstract
The growth and popularity of e-commerce has both challenged and enabled public sector organizations to redefine their levels of service. In the late 1990's E-government provided unparalleled opportunities for governments to streamline processes and improve customer service. As a result, achieving successful citizen centric e-government has become a key concern for many governments. Given the unique characteristics of public sector organizations it is argued in this paper that the evolutionary based development of business pro- cess change is appropriate to expanding the use of e-commerce technology. This is due to the fact that cultural acceptance of the technology and its implementation is a critical success factor in public sector organizations due to their individual departmental structures. This paper analyses the Irish Government's evolutionary path to the provision of successful e-Government. The lessons learnt from this case provide a valuable insight into a possible roadmap for the successful attainment of citizen-centered e-government in other jurisdictions.
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Attribution-NonCommercial-NoDerivs 3.0 Ireland