ICT shared service framework for E-government among organizations

Abstract

Information and Communications Technology (ICT) shared service is defined as sharing of ICT service by different units within an organization or multiple organizations, which can occur from different locations. Inter-organizational ICT shared service helps to improve decision making in delivering service to users besides improving working relationship between staffs through collaboration between government organizations. However, current research lacks a holistic view of how to implement an appropriate inter-organizational ICT shared service in e-government. This research developed an ICT shared service framework for e-government among organizations as a guideline to improve service and enlarge ICT shared service. Qualitative data were collected from a single case study comprising multiple organizations. Data were gathered from the practitioners of service provider who have experience in using and managing single service both on e-government intraorganizational and inter-organizational ICT shared service. The interviews also involved representatives from other organizations who have experience in using and managing single service of inter-organizational ICT shared service. Qualitative data analysis interactive model was used to analyze the interview results. Success factors and challenges were identified based on service stakeholders’ views. In addition, Resource Dependence Theory (RDT) and Dependency Network Diagram (DND) as well as success factors and challenges were analyzed to identify the dependencies between stakeholders. These dependencies were used to formulate the proposed framework. The stages of Watson and Mundy’s e-government framework were used as the basis in developing the framework due to its suitability for organization to test the feasibility of the service. It consists of three stages: initiation, infusion and customization focusing on stakeholders’ involvement and their dependencies in every stage. Next, the framework was verified by practitioners using walkthrough of a different case study. The aim of this framework is to help organizations to clearly identify their process chain and dependency with other organizations during implementing inter-organizational ICT shared service through the thorough step-bystep process. This Inter-Organizational ICT Shared Service Framework for EGovernment has been designed to allow an experienced and knowledgeable organization in intra-organizational ICT shared service to expand their service to be used by multiple organizations.