TO DO THE SAME WITH MORE: AN EXAMPLE OF E-GOVERNMENT FAILURE

Författare

Alessandro Zardini
Sara Moggi
Cecilia Rossignoli
Paul Pierce

Summary, in English

This paper ad to the body of knowledge on the implementation of the e-Government and aims to describe how this process was carried out in a municipality in Northern Italy. This organization is a public organization in an economically important region and provides services to entrepreneurs such as validation for opening a new business. A case study approach used with several interviewees including managers and office employees permitted the collection of insights on the three main phases of implementation identified. However, despite efforts to reduce the costs, time, and bureaucracy involved, three years after the introduction of the information technology tools, the process had not improved. The duration of the validation process had decreased by only one day and the quality of the service to citizens was no better. With regards to factors hampering the process, our findings highlighted concerns about the governance’s mismanagement of the process in all phases of the implementation. Further, the Delta municipality case study analysis suggested that more studies are needed to better understand the barriers that impeded the implementation from focusing on governance in terms of workflow and organizational change.

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