Implementation of an e-government initiative at Dreamland municipality

Arif, M, Talhami, H and Alshawi, M 2006, 'Implementation of an e-government initiative at Dreamland municipality' , International Journal of Cases on Electronic Commerce, 2 (2) , pp. 13-42.

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Dreamland is a city kingdom located in the Middle East. In the year 2000, the crown prince initiated the e-government initiative and all of the 27 government departments were asked to move 90% of their services online by the year 2007. Dreamland Municipality (DM), the biggest government department, started implementing the initiative in 2001. This paper presents the DM case, in which value-centric steps were taken that have lead to successful implementations and a high acceptance rate. These steps are: (1) development of performance indicators; (2) identification of high value services; (3) selection of services that are highly visible; (4) all inclusive service development; and (5) post-implementation support. Some of the major challenges faced by DM were: (1) customer involvement in service development; (2) raising awareness; (3) online transactions; (4) development of comprehensive performance indicators; (5) a lack of BPR, resulting in merely a digitization of existing processes; and (6) a non-strategic status of IT in the DM organizational structure.

Item Type: Article
Themes: Subjects / Themes > T Technology > T Technology (General)
Subjects / Themes > J Political Science > JQ Political institutions Asia,Africa, Australia,Pacific Area
Subjects / Themes > J Political Science > JF Political institutions (General)
Subjects outside of the University Themes
Schools: Schools > School of the Built Environment > Centre for Urban Processes, Resilient Infrastructures & Sustainable Environments
Journal or Publication Title: International Journal of Cases on Electronic Commerce
Publisher: Information Resources Management Association
Refereed: Yes
ISSN: 1548-0623
Depositing User: H Kenna
Date Deposited: 20 Sep 2007 11:38
Last Modified: 27 Aug 2021 22:01

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