Public e-service sustainability failure factors: project stakeholder's views

Abstract

The basic value of technology comes from the improvements achieved by technology and how these improvements are sustained and enjoyed over time. According to the Malaysian Public Sector ICT Strategic Plan (2011- 2015), which was launched on 7th July 2011, one of its targets is towards zero face-to-face service delivery, with 90% of all government services are available online by 2015 and 90% of all transactions for online services are available online by 2015. Currently, the government agencies have transformed their operation and services through the use of ICT; however, most of them have difficulties in sustaining the e-services after their successful implementation. Therefore, it is important to identify and understand the barriers in sustaining the e-service initiatives for future guideline. Based on the interview with 8 respondents involved in e-service implementation and operation, this paper identifies and describes qualitatively fifteen failure factors towards public e-service sustainability.