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Moving from E-Government to T-Government: A Study of Process Reengineering Challenges in a UK Local Authority Context
Abstract
Most public services are overly complex, and separate where citizens have no choice in the service that they receive. All too often, Information and Communication Technologies are overlaid onto existing organisational structures without any consideration to how these structures can be improved. In this context, the UK government is striving towards a vision for government-wide transformation, in which local authorities and central government departments are endeavouring to work with each other to deliver better services to citizens, via a one-stop-shop environment for all services under the guise of electronic government (e-government). Having successfully e-enabled customer facing processes, the UK government is now working towards reengineering and e-enabling back office processes and information systems to facilitate more joined-up and citizen-centric e-government services. These efforts are referred to as the transformational stage of e-government or t-Government. This chapter seeks to explore what t-Government means to local authorities in the UK and what process related challenges have to be overcome to successfully implement transformational change in local government. A number of broader issues of strategic, organisational, socio-cultural, and technical origin are identified in the literature as presenting a considerable challenge for this goal. However, using a case study of a key local government service, this chapter shows that more obviously, but often ignored, process and information systems related issues pose an even more significant challenge in practice.
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