Public e-service sustainability failure factors: an exploratory study

Abstract

Based on some identified problems and challenges to the current ICT sustainability, this paper explores the failure factors of e-service sustainability in Malaysian public sector. Currently, the government agencies are transforming their operations and services through the use of ICT in line with the Malaysian Public Sector ICT Strategic Plan (2011-2015) that was launched on 7th July 2011. Their target is towards zero face-to-face service delivery with 90% of all government services available online by 2015 and 90% of total transactions for online services made available by 2015. However, most of the government services have difficulties in sustaining their e-services after their successful implementation. This preliminary study identifies fourteen failure factors towards public eservice sustainability gathered from interview with 8 respondents based on their experience in eservice implementation and operation.