Implementation of an e-government initiative at Dreamland municipality

Arif, M; Talhami, H; Alshawi, M

Abstract

Dreamland is a city kingdom located in the Middle East. In the year 2000, the crown prince initiated the e-government initiative and all of the 27 government departments were asked to move 90% of their services online by the year 2007. Dreamland Municipality (DM), the biggest government department, started implementing the initiative in 2001. This paper presents the DM case, in which value-centric steps were taken that have lead to successful implementations and a high acceptance rate. These steps are: (1) development of performance indicators; (2) identification of high value services; (3) selection of services that are highly visible; (4) all inclusive service development; and (5) post-implementation support. Some of the major challenges faced by DM were: (1) customer involvement in service development; (2) raising awareness; (3) online transactions; (4) development of comprehensive performance indicators; (5) a lack of BPR, resulting in merely a digitization of existing processes; and (6) a non-strategic status of IT in the DM organizational structure.

Citation

Arif, M., Talhami, H., & Alshawi, M. (2006). Implementation of an e-government initiative at Dreamland municipality. International journal of cases on electronic commerce, 2(2), 13-42

• Journal Article Type: Article
• Publication Date: Apr 1, 2006
• Deposit Date: Sep 20, 2007
• Journal: International Journal of Cases on Electronic Commerce
• Print ISSN: 1548-0623
• Peer Reviewed: Peer Reviewed
• Volume: 2
• Issue: 2
• Pages: 13-42