Successful Implementation of an E-Government Project

Abstract

Challenged to multiple pressures, the administration developed many initiatives aimed at modernizing its practices and offering the citizen customer (Thomas, 1999) a faster and better-quality service (OECD, 1996). From this perspective, the use of information and communication technologies (ICTs) is presented as an essential means of modernization (Poullet & Van Bastelaer, 1999). However, the declarations of intent sometime seem to be difficult to translate into efficient projects integrated in civil servants’ daily work practices. A lot of case studies focus on best practices or analyze the reasons of failure of several e-government projects. There are fewer studies that position upstream and try to identify the key success factors of the introduction of ICTs into public services regarding their acceptance and appropriation by internal users.