The failure rate of new government information technology (IT) projects in developing countries is high, with 35% classified as total failures and approximately 50% as partial failures. The population for this study was 10 senior managers of a public sector organization in Uganda selected because of high IT project successes achieved through leveraging IT return on investment (ROI) reports. The purpose of this qualitative single-case study was to explore the strategies Ugandan senior public sector officials used to leverage IT ROI reports during planning, budgeting, and implementation of IT projects to reduce failure rates. The conceptual frameworks were the strategic IT alignment model and framework for success. Qualitative data were collected through face-to-face interviews and review of the organization performance reports. Member checking of interview and document review data were used to strengthen credibility of the findings. The following themes emerged: involve senior managers in IT ROI reporting; use previous IT performance reports during planning, budgeting, and implementation; empower project teams to undertake IT ROI performance assessment; ensure completeness of the IT ROI reports; ensure comprehensive monitoring and evaluation indicators for IT projects; ensure availability of periodic IT ROI reports; and implement a change management program. The findings may contribute to social change by providing key strategies senior public sector officials might leverage during planning, budgeting, and implementation of IT projects to reduce failures, lead to increased citizen access to e-government services, and promote transparent government.

No / I-MEET is an Integrated Model for Evaluating E-government services Transformation from stakeholders' perspectives. It is based on an integration of concepts from value chain management and business process transformation to optimize the system-wide value chain of providers and users simultaneously. It aims to align stakeholders on a common global value against traditional disintegrated approaches where each stakeholder optimizes its e-service local value at the expense of others. The measured variables are derived from the literature and focused groups. They are then categorized into cost and risk (Inputs) and (benefit and opportunity) Outputs after a validation process based on Structured Equation Models using a sample of 1540 user-responses of e-services in the UK. Finally, Data Envelopment Analysis is conducted to derive an aggregated of an e-service satisfaction value using the various inputs and outputs. The empirical results demonstrate that data-derived weights for aggregating indicators are variable rather than fixed across e-services. The novelty of the assessment approach lies in its capability to provide informed suggestions to set targets to improve an eservice from the perspective of all engaging users. Hence it provides a better transformation of public administration services and improved take up by citizens and businesses.

No / This book examines prominent issues in the Emerging Markets (EM) from a variety of disciplines in order to make useful societal contributions through knowledge exchange. EMs offer enormous opportunities, but realizing them is both challenging and risky due to inherent uncertainties of such markets. EM’s also have unique characteristics that makes them different from developed countries. This causes implications for both theory and practice. These markets necessitate substantial adaptations of developed theories and approaches employed in the Western world. This book investigates problems specific to emerging markets, and identifies new theoretical constructs, hypotheses (re)development, and emphasizes institutional contexts. The chapters in this book establish new conceptual and theoretical paradigms from multidisciplinary perspectives concentrated in the areas of information systems, electronic government, and digital and social media matters. The book focuses on topics in these areas such as digital enterprises, sustainability, telemedicine, and Information Communication Technology (ICT) and surveys the potential challenges and opportunities that may arise. These concepts and topics covered in this book are vital for making the global economy more equitable and sustainable.

Submitted in partial fulfillment of the requirement of the degree Magister Technologiae: Information Technology, Durban University of Technology, Durban, South Africa, 2015. / The research reported in this dissertation focuses on seamless data sharing in e-government space because of the intrinsic complexity, disparity and heterogeneity of government information systems as well as the need to improve government service delivery. The often observed bureaucracy in government processes, especially when verifying information, coupled with the high interdependency of government departments and diversity in government operations has made it difficult to improve government service delivery efficiency. These challenges raise the need to find better ways to seamlessly share data between government to citizens, government to businesses, government to suppliers and government to public institutions. Obviously, efficient automatic data sharing is an important phenomenon that contributes to improvements in communication, collaboration, interaction and efficiency in the service delivery process because it reduces information verification time and improves reliability of information. The general applications of data sharing systems become perceptible in institutions such as banks and government establishments where information verification is highly necessary in the process of service delivery. Data sharing usually occurs between a data holder and a data requester when copies of authorized data are transported from the source databases to the requester. This data sharing process should guarantee a high level of privacy because of the confidential nature of certain data. A data integration gateway (DIG) is being proposed in this research as a methodological solution to seamlessly share data in e-government space, using Hippocratic database principles to enforce data privacy. The DIG system is a centralized web application that utilizes a lightweight database within the government data centre to hold information on data contracts, data sources, connection strings and data destinations. The data sharing policies are stated as contracts and once indentures on how to share data are established between different data publishers, it is possible to ensure a seamless integration of data from different sources using the DIG application being proposed in this dissertation. The application is malleable to support the sharing of publisher data that are stored in any kind of database. The proposed DIG application promises to reduce costs of system maintenance and improve service delivery efficiency without any change to the existing hardware infrastructure and information systems residing within different government departments.

Thesis (MPA (School of Public Management and Planning))--University of Stellenbosch, 2006. / Information and communication technologies are rapidly changing the future of public administration. The desire to become part of the “Information Age” has instigated a worldwide transformation process that puts information and communication technologies at the heart of government processes and practices. One strategy that embraces these technologies is electronic government (e-government). The ability to provide government services and information online is becoming a benchmark for governments in both developed and developing nations. E-government has arrived in South Africa and slowly it is starting to shape our lives. Improved service delivery, access to information, an open and transparent form of government and the ability to participate in certain government activities are just some of the advantages that e-government has to offer. Although disparities in access and education levels remain a constant hindrance in South Africa, the e-government strategy does have the potential to promote community development. By providing an opportunity to learn a new skill, gain new information and participate in your local government activities, e-government has the potential to empower local citizens thereby promoting community development. The acquisition of new knowledge is a vital tool in today’s modern society. Therefore, through the provision of new knowledge e-government is a strategy for the future.

Thesis (MPA (School of Public Management and Planning))--University of Stellenbosch, 2009. / m-Government or mobile-Government is seen as part of e-Government and an additional channel for the delivery of public services and information to the citizen. This study critically examines and evaluates the extent to which the Provincial Government Western Cape has adopted m-Government and implemented related services. A survey conducted by Kirsten (2006) on the adoption and readiness of mobile technology by businesses in South Africa was used as the foundation of this study to determine the level of readiness in the Provincial Government Western Cape. Managers and technical staff within the Province’s information and communication technology component, the Centre for e-Innovation, were interviewed and asked to complete the survey. The study found that, although there is a relatively high degree of adoption with regard to various aspects of mobile and wireless technology, there are many obstacles and barriers that need to be overcome in order to achieve a higher level of m-Government maturity or readiness. The study makes various suggestions on how to overcome these barriers. The most important suggestion is to develop a holistic approach to the adoption of m-Government. Plans for adoption should be incremental to ensure that small victories that can be built on are achieved; the involvement of key stakeholders is also essential.

Thesis (MPA (Public Management and Planning))--University of Stellenbosch, 2010. / ENGLISH ABSTRACT: Electronic government or e-Government has become a global phenomenon and is seen as a tool to strengthen the performance of government and public administration. An efficient and effective state administration is a necessary requirement for economic and social development. This study describes to what extent the e-Government policy of the PGWC compares with other e-Government policies internationally and in particular the Australian e-Government policy. South Africa as a young democracy can use the transformational power of the e- Government approach to the benefit of government, business and the citizens of the country if this approach is applied appropriately. e-Government offers the opportunity to improve public services and can even reduce the gap that exists between those who are computer literate and those who are not. E-Government in the PGWC is still in the beginning phases compared to e- Government in Australia, which has developed rapidly over the last decade. The PGWC can learn from the Australian e-Government development process, with Australians being regarded as one of the leading e-Government nations in the world, according to the United Nations Organisation. Even though the e-Government policy of the PGWC and the Australian e- Government policy use a comparatively similar approach within the demographic boundaries in which they exist, it was found that the socio-economic challenges of South Africa as a developing country, still have an enormous influence on the optimal application of the e-Government policy. / AFRIKAANSE OPSOMMING: Elektroniese regering of e-Regering het ‘n wêreldwye verskynsel geraak en kan gesien word as ‘n maatstaf vir die versterking van regeringsoptrede en publieke administrasie. ‘n Effektiewe en doeltreffende staatsadministrasie is ‘n noodsaaklike vereiste vir ekonomiese en sosiale ontwikkeling. Hierdie studie beskryf tot watter mate die e-Regeringsbeleid van die Wes-Kaapse Provinsiale Regering met ander internasionale e-Regeringsbeleide vergelyk, veral met betrekking tot die e- Regeringsbeleid van Australië. As ‘n jong demokrasie kan Suid-Afrika die transformerende invloed van die eregerings benadering tot die voordeel van die regering, besigheid en die burgers van die land gebruik indien hierdie benadering korrek toegepas word. e-Regering bied die geleentheid om publieke dienste te verbeter en kan selfs die bestaande gaping vernou tussen diegene wat rekenaargeletterd is en diegene wat nie rekenaargeletterd is nie. e-Regering in die Wes-Kaapse Provinsiale Regering is nog in ‘n betreklike vroeë stadium vergeleke met e-regering in Australië waar dit oor die laaste dekade snel ontwikkel het. Die Wes-Kaapse Provinsiale Regering kan vanuit die ontwikkelingsproses van die Australiese e-Regering leer, daar Australië deur die Verenigde Volkere-organisasie as een van die voorste e-Regeringnasies in die wêreld beskou word. Selfs al toon die beleide van die Wes-Kaapse Provinsiale Regering en die van Australië ‘n relatief eenderse benadering tot e-Regering binne die demografiese grense waarin hulle bestaan, is gevind dat die sosio-ekonomiese uitdagings van Suid-Afrika as ‘n ontwikkelingsland steeds ‘n enorme invloed op die optimale aanwending van e-Regering het.

This thesis presents an exploratory study into the development of digital societies and it examines public sector modernization and innovation from a technology management perspective. The study presents reasons why most city-wide or council-wide development of wireless broadband access networks currently end in failure or are unsustainable. It also suggests its links with wider problems of innovation management and the commercial failure of otherwise technically competent solutions It explores the modernisation of society, government, the underlying theories that influence it as well as the innovations triggered by its wake. The exercise reveals a myriad of innovations; firstly in the modernisation of the infrastructure of government and secondly in the development of societal infrastructure in the form of broadband networks.

政府資訊公開不僅是民主政治的最佳武器，更可以提升國家的競 爭力，於是我國乃於94 年12 月制定通過政府資訊公開法，以促進行 政透明化與滿足人民知的權利。近來受到數位化浪潮的影響，各國政 府互相推行所謂電子化政府，期望藉由電子化作業方式以提高政府的 行政效率。故本文就是試圖瞭解政府機關如何透過電子化方式以落實 執行政府資訊公開政策。 首先本文就根據政府資訊公開法規範內容，分為主動與被動資訊 公開二個公開面向來做分析研究，本研究藉由面訪問卷調查與深度訪 談來探究政府資訊公開電子化執行現況，希冀有助於瞭解政府機關對 於政府資訊公開法制的落實施行情形，以做為政府資訊政策之參考。 研究發現，在資訊主動公開部分，就資訊公開類型而言，以行政 指導有關文書公開情形最佳，請願之處理結果及訴願之決定、書面之 公共工程及採購契約公開情形最差；就公開電子化程度與多元公開管 道上而言，經檢視27 個機關均有明顯偏低情況，累計分數都在電子化 程度最低門檻 60 分以下（總分304 分），以及多元公開道最低指標121 分以下（總分608 分），顯見所有機關均有待再加強。 在資訊被動公開部分，在申請公開件數與申請方式上，政府資訊 公開法通過前後並無太大差異，機關平均申請件數大多在0~30 件之間 且以「書面申請」免付費方式提供；在作業標準與准駁理由上，幾乎 都沒有訂定審查機制，完全由業務單位主管來決定，更無提供明確申 訴管道。 是以，要致力於建構一個開放政府、改善課責與透明的政府行政， 除了政府資訊公開法制的訂定，仍需要有相關政策、制度面之配合與 獨立的個體加以監督與管控，才能落實並保障人民政府資訊取得權。 關鍵字：電子化政府、政府資訊公開、主動公開、被動公開 / The transparency of government information is not only a best weapon for democratic politics but also promotes the competitively of a country. The government passed Freedom of Government Information Law in December, 2005 so as to promote the transparency of government operation and fulfill the rights that people should know it. Under the influence of digitization, every country has impelled to promote the concept of e-government. The administrative efficiency can be uplifted by information technology. Thus, the aim of this thesis is to know how the government executes the policy of opening government information. The study analyzes the active and passive information opening according to the contents of the Law on Government Information Freedom. Interviews and surveys were utilized to undertake the execution of opening the government information. This study will help people understand how information has been executed and will serve as a reference for government strategies for information transparency. As to the type of information for actively opening, the administrative documents have mostly been actively opened. The results of petitions and the decisions of administrative appeals, documents related to public works and procurements are the worst for opened information. As to the level of e-opening and approaches by which they open information, 27 bureaus do not reach the lowest the threshold, which scored less than 60 with the total score 304 and less than 121 with the total score 608. The findings suggest that the bureaus still have to practice the idea of actively opening information. As to the passively-opened information, the request documents and the way to apply did not change much before and after the Law on Government Information freedom, with 0-30 pieces of request in average. They used to be written form and this request was free of charge. In this study, we found that most bureaus do not standardize relative of all application, making the directors the only judgment for acceptance or rebuttal. iii Therefore, to set up an open government and to improve the accountability, transparency of administration, policies and systems need to be coordinated. It also entails independent individuals to supervise and control, besides the practice of the Law on Government Information Freedom. In this way, people’s rights to the government information will be taken care of. Keywords: electronic government, e-government, digital government, transparency, government information

戶政實施電腦化至今已逾10年，它開啟我國政府機關資訊化的新紀元，對處理案件的迅速、工作流程的簡化，有相當助益；在提供民眾更便捷服務之時，台北市戶政同仁却未感受到工作量的減輕，尤其因資訊化造成工作量的遽增，反而覺得工作壓力更重，離職人數更多，對此現象實有研究探討的空間。 本研究採用質化研究方法，對於資訊化後對人力配置的影響，依作業方式改變、人員配置面作實務深度訪談，並以資訊化前後辦理之案件數加以比較分析，研究發現： 一、組織編制，未能隨社會變遷調整，並依等待人數及案件類別分析，致人力配置不平衡，無法配合實際需求。 二、戶政業務有其專業性，人員替代困難。 三、部份業務未回歸相關機關辦理，又增加許多非關戶籍「業外」項目。 伍、網路憑證未能有效利用。 六、資訊化不完整，人工作業仍多，前後線作業系統無法逕為連結。 七、政策推行不够周延，配套措施不足。 因此本研究建議政府在大力推動數位化之際，對各機關間戶籍資料的介面連結，加強推動自然人憑證使用，書證的減量，有其必要性；應早日通過組織法，提高基層人員職等，解決人員流動率過高問題；政府政策實施，須有完善配套措施，如此方能落實組織再造、電子化政府的政策。 / Residential Record & Administration (RR&A) business has been computerized for over 10 years now. It opens up a new era for our government office to utilize information system technology. The system simplifies the overall work procedure and increases the efficiency of processing cases. It provides quick and convenient service to the public. However, the technology does not bring any relief in terms of work load to the staff of RR&A office in Taipei. In particular, the linking of the systems of the whole nation not only increases their work load but also brings more pressure to them. As a result, more people have quit their jobs. There is indeed a need to have further discussion about this situation. This study uses a quantitative research method to study the impact of the utilization of information system technology upon the allocation of manpower. An in-depth interview has been conducted according to the change of work procedure and the allocation of staff. In addition, the study also compares the number of cases processed before and after the use of information technology. The study discovered that: 1. The organization of RR&A office is unable to adapt quickly enough to satisfy society’s needs. The staff of RR&A is not proportioned properly according to the amount and variety of pending cases. 2. The occupation of RR&A is highly specialized, which makes it difficult to find replacement workers. 3. Some of the tasks are unrelated to the RR&A, which increase the workload of the staff. Those additional services should be assigned to their appropriate offices. 4. Online verification of identification can not be efficiently used. 5. Counter clerks and supporting staff as well as different government departments cannot communicate well with each other because the system is not comprehensive enough and a large number of work needs to be done manually. 6. Government policies are not implemented well and lack supporting resources. Therefore, this study suggests that when the government implements the digitalization on a widespread scale, it is necessary to establish system interface capability among government institutes, promote the uses of Certficate Authority of MOL（MOICA） and the reduction of certification. The constitutive law should be quickly passed to elevate the level of basic workers and decrease the amount of worker resignations. Government policies should have complete supporting resources. By doing so, the policy of restructuring the current organization to achieve a true E-government can be fully implemented.