The Development of an Evaluation Framework for eGovernment Systems

This paper is a positioning paper which outlines a proposal for engaging in the evaluation of eGovernment systems. The primary purpose of our proposed research is to develop, apply, test, and disseminate an evaluation framework which can support continuous, adaptable, and reflective evaluation of eGovernment systems. The theoretical bases for the methodology will be the Information Systems (IS), Soft Systems Methodology, SSM (Checkland and Scholes, 1990) which provides the platform for the analyses of the ‘soft’ aspects (e.g. human, political, cultural and organisational factors) and the Hard Systems Methodology (HSM) which provides methods and tools for quantitative measures and analyses of the system. A further three interrelated bases are: Reflective Practice, Organisational Learning (OL), and Information and Knowledge Management (IKM). Some of the key underlying principles to a successful evaluation framework are good data collection and analyses methods, an evaluative reflective practice approach whichentails the complete process of identification and analysis of strengths and problems, followed by rigorous testing, implementation, and revision of solutions. Such a cycle encourages organisational learning and promotes continuous improvement to both the evaluation framework and system. Additionally, it aims to cultivate an organisational culture that supports evaluation through reflection, continuous learning, and knowledge management which facilitates knowledge creation, capture, sharing, application and dissemination

Organisational Determinants Influencing Citizen Relationship Management (CiRM) Implementation in the British Local Governments

This exploratory paper presents two British local governments in-depth case studies on the organisational determinants influencing the Citizenship Relationship Management (CiRM). Eight main organisational determinants have emerged as a result of the cross-case analysis. The determinants influencing the CiRM implementation might be on the surface look similar to the common CRM determinants but they are fundamentally not. This might be explained by the overwhelming impact of the interpersonal dynamics of the implementation process generated by the public. It can also be concluded that there are enormous amounts of successful CiRM implementation determinants available in the literature. These determinants will always be subjected to where and how CiRM has been implemented and it varies according to what organisation

Translating Customer-focused Strategic Issues into Operational Processes through CRM – a Public Sector Approach

In spite of doubts and misunderstandings regarding CRM implementation in the government context, its adoption has been significantly growing in the last years. Different initiatives have been uncovering CRM benefits for government. Such as benefits may potentially enhance government responsiveness and acceptance by society. In this paper we address the issue of what makes CRM different from other existing solutions and approaches towards customers. We also further analyze the importance of customer-focused strategies for government and which CRM functionalities are being exploited in order to improve organizational performance and relationships with stakeholders. Different dimensions of CRM are briefly mentioned in order to provide a better understanding of its scope and concepts

Citizen relationship management implementation in Malaysian local governments

This thesis was submitted for the degree of Doctor of Philosophy and awarded by Brunel University.From the perspective of a system developer, this study presents an in-depth analysis of the CiRM implementation process in Malaysian local government. The study was motivated by the lack of studies examining the CiRM implementation process initiatives in the local government sector. Furthermore, the performance of the Malaysian Government in this initiative has been subjected to various criticisms, i.e., not properly servicing its public. This raises the question as to what has happened during the period of the CiRM implementation process in Malaysia. As there has been a demand for local governments to invest more in CiRM projects, the need for existing and potential system developers in the Malaysian government to have an implementation framework that could guide their effort in implementing the system has become more vital. This study combines the case study research and grounded theory approaches. Twenty in-depth face-to-face interviews were conducted with system developers from ten local governments (i.e., five interviews from four pilot-cases and fifteen interviews from six primary-cases). The analyses of these data were divided in three main phases. The first phase involved a within and cross-case analyses of the pilot cases. The second and third phases involved a within and cross-case of the primary cases. These analyses enabled a set of determinants on CiRM implementation in the Malaysia local governments to be developed. The determinants were established by fitting their characteristics to the lifecycle of the CiRM system implementation process. Some of the determinants were found to be common to the existing literature while others were found to be enhancing the existing knowledge in CiRM implementation process. These determinants were then developed to shape a theoretical framework for the CiRM implementation process in the local Malaysian governments. This framework not only describes the main determinants in the implementation process, but also the forces and activities that lie within it.Doctoral studentship from Universiti Teknologi Malaysia

Organizational strategy, technology and public participation in municipal planning

Research focused on public participation in municipal planning typically seeks to evaluate and improve methods for integrating community input into planning decision processes. Research in the use of information and communication technologies (ICTs) to enhance citizen engagement includes, for example, visual or geographical forms of engagement as well as approaches for adapting social technologies to public discursive methods. The continued development of social technologies coupled with increasingly large streams of citizen-generated data intensify both the potential and the perils of ICTs in public participation. Direct, real-time citizen communications lies in stark contrast to the increasing noise and information density in citizen communications and municipal data collection, for example. Such trends create dichotomies and emerging complexities that require new perspectives and models for examining the potential and barriers for citizen engagement in municipal planning decision processes. This research advances academic discourse surrounding public participation in municipal government by examining the organizational role and perspectives of municipal leaders. Key-informant interviews were conducted with 23 municipal leaders in Ontario, Canada. The findings informed the development of an inter-disciplinary component model that positions public participation as a strategic imperative. The component model was applied as a framework to generate insights from a second phase of research, namely a survey of municipal leaders across Canada. The survey findings identify broad deficiencies in municipal participatory capacity, as indicated by significant gaps between, for example, municipal leadership vision for an active, informed public in contrast to municipal structures, processes, analyses, and technologies in support of the vision. Finally, visualization methods were used to identify gaps and opportunities in municipal participatory capacity, and to compare the results across different types and sizes of Canadian municipalities. The organizational component model and visualization tools for public participation capacity developed in this thesis illustrate the interplay between structural organizational factors, managerial behaviors, and ICTs related to municipal public participation. These contributions suggest new approaches for municipal planners faced with the challenges of enhancing public participation capacity within their increasingly complex and information-rich contexts.