Towards realisation of the public value of e-government: anticipation-reality gap and critical success factors in the context of Rwanda
by Jean Damascene Twizeyimana
International Journal of Public Sector Performance Management (IJPSPM), Vol. 11, No. 1, 2023

Abstract: Involving and meeting stakeholders' values in a project will result in success of the project. The main objective of this study is to investigate the anticipation-reality gap; and, thereby, to identify the critical success factors for realising the public value of e-government. This study follows an interpretive case study using the empirical case of the IREMBO single-window portal for e-government in Rwanda. The data analysis utilised thematic analysis and concept-driven coding approaches. The data analysed consists of IT policy documents, project documents, and interviews with policymakers, project managers, public servants, citizens, and intermediaries. Gaps are identified and recommendations are proposed as critical success factors. The findings also revealed that cultivating the installed base of socio-economic and technical capabilities, including but not limited to stakeholder involvement and business process reengineering, will be a promising avenue for realising the public value of e-government in Rwanda.

Online publication date: Thu, 26-Jan-2023

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