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Customer orientation in e-government project management: A case study

Arif, M

Authors

M Arif



Abstract

Customer orientation is vital for success in today’s competitive environment. Jaworski and Kohli (1993)
proposed a model to measure customer orientation comprising three components: 1) intelligence generation; 2)
intelligence dissemination; and 3) organization-wide responsiveness. This model has been applied in several sectors.
This paper applies it to an e-Government organization of a municipality. To apply the model, semi-structured interviews
were conducted in the organization. Some of the major findings were: 1) an absence of concurrency in the design
process; 2) a lack of input in the technology selection; 3) an absence of a knowledge management system for sharing
lessons learnt; 4) a reactive nature of the organization; 5) use of different personnel for design and troubleshooting; and
6) a lack of training and standardized procedures. This research accomplishes three major purposes. The first is to
elucidate customer orientation, as presented in other disciplines, the second is to elucidate how elements of customer
orientation relate to e-Government, and third one was to demonstrate how customer orientation concepts can be used to
suggest improvements in e-Government Project Management. All three purposes were achieved through the case study
presented.

Citation

Arif, M. (2008). Customer orientation in e-government project management: A case study. Electronic Journal of e-Government, 6(1), 1-10

Journal Article Type Article
Publication Date Jan 1, 2008
Deposit Date Oct 11, 2011
Journal Electronic Journal of e-Government
Publisher Academic Conferences and Publishing International
Peer Reviewed Peer Reviewed
Volume 6
Issue 1
Pages 1-10
Publisher URL http://www.ejeg.com/volume6/issue1