5203 L $$aInnovation in the pub blic sector is an under-researched area. 'Innovation" and "public sector tend to be viewed as mutually exclusive, while innovation is seen to be essential for the private sector. The emergence of the potential of Information Communication Technology (ICT), which has been strongly taken up in the private sector to transform business processes and employment and create new industries, has triggered policy makers to emulate the same success stories in the public sector, pushed by vendors. Many governments have adopted ICTin the form of electronic (e) government to reform or transform their public sectors mainly to provide better service internally (Government to Government) and externally (Government to Citizens and Business).

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The UK's E-Government agenda was found on the principles of improving the quality of services offered to the public by Central and Local Government. This would be made possible through various national projects. Most notable were the use of Customer Relationship Management (CRM) and Community Informatics involving the use of public libraries and outreach workers. However there is growing fear on the emergence of inequalities between the information rich and information poor termed the 'digital divide'. This has prompted the subject of research - to explore the reality of e-government in reducing social exclusion. Both qualitative and quantitative research techniques are used to this end. Analysis is made on the use of CRM in 27 Local Authorities including a detailed case study at Newham Council and a public survey in Salford. Universal access and social inclusion is tackled through the analysis of public libraries in Salford offering ICT services. In addition the effects of free ICT courses organised by Salford City Council on a number of community groups was included in the survey. The findings confirm the widespread use of CRM and reveal a series of barriers to its success. These include a lack of skilled CRM staff, inefficiencies in channel management, high emphasis on technology, and low levels of ICT usage. Results from the public library survey also revealed some barriers. Inadequate staffing levels, inappropriate training, and lack of IT support were all identified. In addition the library failed to attract novices and new users. The evaluation of Community Informatics in Salford showed the problems faced by outreach workers. As well as providing some academic research in a field lacking representation in IS research (due largely to recent emergence), the thesis also contributes to E-Government practice by, highlighting issues often over looked in its implementation, addressing its failures, and providing some reasoning on the current situation.

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Many developing countries’ governments have invested heavily in e-service projects. However, there is a lack of clear case material research, which describes the potentialities experienced by governmental organisations. This research examines egovernment service projects and provides insights and learning into how to successfully develop and implement these projects within a developing country, specifically Egypt. The aim of this research is to develop a robust framework to support an efficient e-government system focusing on the case of Egypt. This is achieved by investigating selected completed and on-going successful initiatives and focusing on the barriers to, and the enablers of, these initiatives. As a result, the nature of successful e-governmental services initiatives is determined, and solutions to the possible emerging barriers and challenges are developed. Many lessons are learned to be taken into consideration in repeating the successful experience of other new eservice projects in the Egyptian government. A combination of research methodology approaches has been employed in this research. Firstly, an extensive review of literature took place to summarise and synthesise the arguments of the main factors contributing to the development of e-service research. Secondly, the qualitative approach and the case study are selected as an appropriate methodology for this research, using the semi-structured interview technique to gather data from top level officials who are involved in the Egyptian e-government program. Based on evidence, the cultural barriers group is the main group facing Egyptian e-government progress. On the other hand, the political will and enforcing decisions are the ultimate driving forces for the successful implementation of e-service projects in particular and the egovernment program in Egypt in general. Based on the findings, a framework is developed for explaining the main barriers and enablers of government e-service projects development, and providing solutions for the identified barriers, especially in a developing country environment like Egypt. Also, a process, of e-service projects implementation is proposed. A new enabler (decision enforcement) is found in the Egyptian government context and added to the list of enablers. From a practical point of view, this research provides realistic implications for the decision makers and officials within the Egyptian government involved in the process of planning, developing and implementing e-service projects.