Whole of Government Critical Success Factors towards Integrated E-Government Services: A Preliminary Review

Mohamed Hairul Othman, Rozilawati Razali

Abstract


ABSTRACT

Electronic Government (E-government) becomes one of the key elements for sustainable development of the country. Previous studies on E-government indicate that most governments are performing well in E-government implementation. However, the issues of process duplication and bureaucracy in services should be addressed to build trust and increase citizens’ satisfaction. Currently, there is a necessity to focus on the development of integrated and tailored-made services that suit with citizens’ needs. This initiative entails high commitment and collaboration from agencies, which can be achieved through the whole of government (WoG) approach. This study aims to identify the critical success factors of WoG towards the development of integrated E-government services. A preliminary review was conducted on previous studies and reports to get some insights of the subject being studied. The identified data were coded and analysed using content analysis method. The findings demonstrate that there are a number of critical success factors for WoG, which consist of technical and non-technical aspects. The findings act as a theoretical framework for better understanding about WoG approach for integrated E-government services.

Keywords: E-government; integrated services; whole of government (WoG); connected government; joined-up government

ABSTRAK

Kerajaan Elektronik (Kerajaan-E) merupakan antara elemen utama bagi mengukur kestabilan pembangunan dan sosio-ekonomi sesebuah negara. Kajian terdahulu berkaitan Kerajaan-E menunjukkan peningkatan prestasi pembangunan Kerajaan-E di kebanyakan negara. Namun pun begitu, isu berkaitan pertindanan proses di antara organisasi dan birokrasi perkhidmatan perlu ditangani bagi meningkatkan tahap kepercayaan dan penerimaan rakyat terhadap perkhidmatan Kerajaan-E. Pada masa kini, keutamaan perlu diberikan kepada membangunkan perkhidmatan yang bersepadu dan berorientasikan rakyat. Inisiatif ini memerlukan kerjasama erat dalam kalangan agensi yang hanya akan dapat dicapai menerusi pendekatan keseluruhan kerajaan. Kajian ini bertujuan mengenalpasti faktor kejayaan kritikal di dalam pendekatan keseluruhan kerajaan yang menyokong kepada pembentukan perkhidmatan Kerajaan-E bersepadu. Soroton susastera dilaksana terhadap kajian terdahulu dan laporan berkaitan. Data yang telah dikenalpasti dikod dan dianalisis menggunakan kaedah analisis kandungan. Dapatan kajian menunjukkan terdapat beberapa faktor kejayaan kritikal untuk pendekatan keseluruhan kerajaan yang merangkumi dimensi teknikal dan bukan teknikal. Dapatan ini bertindak sebagai kerangka teoretikal untuk memahami pendekatan keseluruhan kerajaan bagi pembentukan perkhidmatan Kerajaan-E bersepadu dengan lebih baik.

Kata kunci: Perkhidmatan bersepadu; perkhidmatan kerajaan-e; pendekatan keseluruhan kerajaan; platform bersepadu; interoperbiliti


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