The other side of the coin: the e-government implementation in an Italian municipality

Zardini Alessandro, Paul Pierce, Cecilia Rossignoli, Sara Moggi

Research output: Contribution to conferencePaper, not in proceedingpeer-review

Abstract

This paper ad to the body of knowledge on the implementation of
the e-Government and aims to describe how this process was carried out in
the Delta municipality in Northern Italy. This organization is a public organization in an economically important Region and provides services to entrepreneurs such as validation for opening a new business. An interpretative
approach used with several interviewees including managers and office employees permitted the collection of insights on the three main phases of implementation identified. However, despite efforts to reduce the costs, time,
and bureaucracy involved, two years after the introduction of the information
technology tools, the process had not improved. The duration of the validation process had decreased by only one day and the quality of the service to citizens was no better. With regards to factors hampering the process, our findings highlighted concerns about the governance’s mismanagement of the process in all phases of the implementation. Further, the Delta municipality case study analysis suggested that more studies are needed to better understand the barriers that impeded the implementation from focusing on governance in terms of workflow and organizational change.
Original languageEnglish
Number of pages12
Publication statusPublished - 2015 Oct 10
EventItAIS 2015, XII Conference of the Italian Chapter of AIS - Rome, Italy
Duration: 2015 Oct 92015 Oct 10

Conference

ConferenceItAIS 2015, XII Conference of the Italian Chapter of AIS
Country/TerritoryItaly
CityRome
Period2015/10/092015/10/10

Subject classification (UKÄ)

  • Information Systems, Social aspects

Keywords

  • digitization in the public sector
  • case study
  • e-Government barriers

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