Title: Challenges in implementing citizen-centric e-government services in Rwanda

Authors: Solange Mukamurenzi; Åke Grönlund; M. Sirajul Islam

Addresses: Örebro University School of Business, Fakultetsgatan 1, 701 82 Örebro, Sweden; College of Science and Technology, School of ICT, University of Rwanda, KK 737, P.O. Box 4285, Kigali, Rwanda ' Örebro University School of Business, Fakultetsgatan 1, 701 82 Örebro, Sweden ' Örebro University School of Business, Fakultetsgatan 1, 701 82 Örebro, Sweden

Abstract: Electronic government (e-government) faces challenges impeding its successful implementation. In the least developed countries, where e-government initiatives are developing but little research is done, it is difficult to know how to move forward with the development. As a contribution to increased knowledge, this study identifies e-government challenges in Rwanda. To this end, the study takes an interpretive approach and, from interviews and document analysis, identifies key e-government challenges. Those challenges include lack of a change management strategy, limited cooperation, language and literacy barriers, incomplete automation, difficulties with system integration, and a lack of intermediaries' management mechanisms. This paper analyses the challenges service providers would have to manage for e-government to improve and informs policymakers of the areas that need their attention for Rwanda to evolve towards the desired e-government. The study contributes to the yet scarce literature of e-government in Rwanda.

Keywords: challenges; citizen-centric e-government; developing country; digital government; East Africa; electronic government; e-government development; e-government services; Rwanda.

DOI: 10.1504/EG.2019.100519

Electronic Government, an International Journal, 2019 Vol.15 No.3, pp.283 - 302

Received: 08 May 2017
Accepted: 24 Jul 2018
Published online: 29 Jun 2019 *

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