New service development in e-government: Identifying critical success factors

Angelopoulos, Spyros and Kitsios, Fotis and Papadopoulos, Thanos (2010) New service development in e-government: Identifying critical success factors. Transforming Government: People, Process and Policy, 4 (1). pp. 95-118. ISSN 1750-6166. (doi:https://doi.org/10.1108/17506161011028821) (The full text of this publication is not currently available from this repository. You may be able to access a copy if URLs are provided)

Abstract

Purpose: The purpose of this paper is to suggest a model that incorporates critical factors contributing to the success in new service development (NSD) projects in electronic government (e-government). Design/methodology/approach: After a brief introduction to e-government and NSD in respect to models for successful implementation, the authors justify and build on the existing literature that advocates the use of critical success factors (CSFs) to study the implementation of these projects. They suggest a model that incorporates the determinants of success or failure for a new service through a set of variables. Findings: This paper proposes a framework, which is believed to help with the empirical research of CSF in NSD. The suggested framework attempts to bring experience in leadership and coordination of work theory and practice together by synthesising the existing literature with real-life experience. Research limitations/implications: The paper contributes to the e-government implementation literature in terms of suggesting a model that takes under consideration important CSF for implementing NSD. Practical implications: The projects a number of implications for public sector scholars as well as administrators. A vast amount of taxpayer money can be saved if decision makers can promptly identify potential waste of funds in prone-to-failure projects. Originality/value: The research aims at providing a better understanding of the underlying factors and dimensions that describe NSD in e-government through the suggestion of a model that takes under consideration important CSF for implementing NSD. Therefore, it expands the scope of NSD research in e-government context, stating the need for more research to be conducted regarding the NSD in e-government using CSF. By identifying the potential success or failure of future projects a number of implications for public sector scholars as well as administrators comes to light. © Emerald Group Publishing Limited.

Item Type:	Article
Additional information:	Unmapped bibliographic data: DB - Scopus [Field not mapped to EPrints]
Uncontrolled keywords:	Communication technologies; Critical success factors; Government; Public sector organizations; Services
Subjects:	H Social Sciences
Divisions:	Faculties > Social Sciences > Kent Business School
Depositing User:	Kimberley Attard-Owen
Date Deposited:	08 Dec 2015 16:37 UTC
Last Modified:	22 Dec 2015 12:44 UTC
Resource URI:	https://kar.kent.ac.uk/id/eprint/52880 (The current URI for this page, for reference purposes)