Challenges of government-to-government e-government: a case study of KwaZulu-Natal department of transport.

Abstract

e-Government (e-Gov) is the use of Information and Communication Technology (ICT) to enhance government service delivery to citizens. Government-to-Government (G2G) is a type of e-Gov concerned with the use of ICT within a government department or across different government departments. e-Gov is plagued by high failure rates and therefore faces challenges that inhibit governments from leveraging ICT to its fullest potential. Thus, the purpose of this study was to explore and understand e-Gov challenges, focusing on G2G in particular. A qualitative research methodology was used, with a case-study research design. The research site was the KwaZulu-Natal Department of Transport. A conceptual framework comprising e-Gov and public management models and theories was used to interpret the data and reach conclusions. This research has shown that departmental e-Gov policy and the e-Gov quality management framework are foundational requirements for successful implementation. The challenges facing G2G in the KZN DoT can be considered as three layers with various inter-relations between the layers. The outer layer of challenges (sub-themes of strategy, usability, complexity, HR skills, resistance, systems development methodology, management support and data quality) must firstly be addressed, followed by the middle layer of challenges (themes of Addressing User Requirements, Business Process Management, Change Management, User Involvement, Organisational Culture and Priority); once this has been achieved, the central challenge facing G2G (User Adoption) is likely to be addressed. User Adoption was found to be the central challenge facing G2G since the lack of user adoption means that the intended benefits of G2G cannot be realised. By addressing these three layers, challenges related to Technology Infrastructure are solved in the process, although various other underlying issues related to Technology Infrastructure were identified. This research has addressed gaps in the literature on understanding the current challenges facing G2G as a particular form of e-Gov, and specifically how it is approached within a South African provincial government context. It has also bridged the gap between e-Gov and public management research, as each research domain has traditionally considered e-Gov independently. Finally, from a methodological perspective, this study contributes to the lack of qualitative research on e-Gov.