'Penerbit Universiti Kebangsaan Malaysia (UKM Press)'
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