E-government implementation challenges at local level: a comparative study of government and citizens' perspectives. (22nd April 2011)

• Record Type: Journal Article
• Authors: Jain, Vikas; Kesar, Shalini
• Is Part Of: Electronic government. Volume 8:Number 2/3(2011)
• Page Start: 208
• Page End: 225
• Publication Date: 2011-04-22
• Subjects: implementation challenges -- electronic services -- e-services -- local government -- citizen perspectives -- UK -- United Kingdom -- design-reality gap analysis -- ITPOSMO -- information -- technology processes -- objectives -- skills -- management systems -- other resources -- Richard Heeks -- Liverpool City Council -- local levels -- partnerships -- citizens -- strategic clarity -- interaction -- local authorities -- electronic government -- e-government; Internet in public administration -- Periodicals; 352.380285467805
• Languages: English
• ISSNs: 1740-7494

Abstract

In this paper, we compare and contrast the issues facing citizens with those faced by managers responsible for e-government implementation. We report the findings of a case study of e-government implementation undertaken recently at a local government authority in the UK. We use the design-reality gap analysis framework based on seven 'ITPOSMO' dimensions proposed by Heeks. Our findings indicate that the success of e-government at local level requires a strong partnership between local government and citizens. The study results point to the lack of clear strategy at local authorities' level for changing the way the government interacts with citizens.