Change Management in eGovernment Implementation

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E-Service Delivery
GROUP 7s PRESENTATION ON
Change Management in e-Government implementation
13th March 2019 Conference Room, Block A College
of Computing and Information Sciences Makerere
University
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Group membership
Change Management in e-Government
Name Reg No Student No Email
Kenneth Kelvin Otto 2018/HD05/2132U 1800738426 Kenneth.Otto_at_nwsc.co.ug
Lutaaya Shafiq 2018/HD05/2094U 1800738426 lutayashafiqholmes_at_gmail.com
Maureen Ndagire 2018/HD05/2124U 1800739371 maurymut_at_gmail.com
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Change Management in e-Government

• Objectives

• Introduction of Change Management
• Key elements in ensuring successful change
  management during e-government implementation
• Key barriers to change management
• Changes that ought to be managed in e-government
  implementation
• Categories of e-service digital interaction for
  which change management is most essential

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Change Management

• Change management is defined as a structured
  approach to transitioning individuals, teams,
  organizations from a current state to a desired
  future state.
• Change management has been widely acknowledged as
  a critical success factor in software systems.
  (Apostolou,Mentaz, Stojanovic, Thoenssen and
  Pariente Lobo, 2011)

E-Government
The use of ICT combined with organizational
change and new skills in order to improve public
services, democratic processes and public
policies. E-government implementations reduce
costs and levels of organizational processes.
(Alshehri Drew, 2010).
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Electronic services as a result of Proper change
management in Estonia
i-Voting
e-Tax board
e-Notary
e-Business
e- Cabinet
e-Government
e-Prescription
e-Geoportal
e-Residency
e-School
e-Ticket
For more info e-estonia.com
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Key elements in ensuring successful change
management during e-government implementation

• Processes
• People
• Technology
• Organizational Culture
• Structure

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Key elements in ensuring successful change
management during e-government implementation
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Key barriers to change management in e-Government

• Organizational culture
• Poor realization of ICTs potentials and challenge
  of introducing new technologies.
• Poor change management strategy
• Resistance to change by the employees
• Lack of Project Management
• Distribution of e-Govt services over different IT
  systems in different organizations

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• E - government services pose unique challenges
  because they require the co - evolution of the
  front office service and related back office IT
  infrastructure.
• Changes may be triggered by events outside public
  administration.
• Inadequate business process reengineering.

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Changes that ought to be managed in e-government
implementation

• Leavitts diamond proposes that every
  organisational system is made up of four
  components.
• The interaction between these components
  determine the fate of the organisation.
• -People
• -Tasks
• -Structure
• -Technology

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• This model still emphasizes that any change in
  one element will have a direct effect on all
  other elements.

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Steps required for successful change management
John P. Kotter
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Categories of e-service digital interaction for
which change management is most essential

• Dynamic, secure interaction or transaction
• Secure contraction
• Complete transaction process
• Support functions

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Digital Interaction
Digital Interaction is defined as learning and
social communication in the information age.
Companies of all types and sizes are investing
heavily in the digitization of their business
models. They are driven by changing consumer
expectations like Uber, Netflix and Amazon.
Any digital transformation includes the following
core ingredients
Strategy aligning vision, customer experience,
processes and technology.
User-Centered Design mobile first and
personalized.
Agility in Delivery iterative and adaptable.
Integration of Software, Platforms and Technology
choosing environments and products that
harmonize.
Data, Analytics and Insights constant feedback
loop.


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Categories of digital interaction

Categories of digital interaction Providers purpose Content and structure Effect on the receiver
Information provision or simple, static communication Provide general information or services on individual user Requests Static, structured information, or exchange of messages, or feedback solutions No specific effect other than to get access to standard documents or to communicate with specific actors
Dynamic, secure interaction or transaction Initiate a well-defined data handling process, e.g. complete an e-form Dynamic, involves various types of data and processes A change of state for the user, e.g. to update information in a database.
Secure contraction Carry out a specific task regulated by law, as part of public service provision Formalized exchange of structured information according to regulation. Establish a contractual relation between parties, e.g. accept and sign a debt Certificate.
Complete transaction Process Initiate and execute a complete set of tasks (e.g. complete case handling) Formalized sequence of interactions processes, according to regulation. Lawful (legally based) decisions that affect the user
Support functions, e.g. Login/Single Sign On, etc. Execute a process that is required for executing a task Formalized exchange of data according to specific protocols/rules, regulated by law. mandatory functions when interacting with public agencies.
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References

• Alshehri Drew, 2010
• Appelbaum, S. (1997). Socio - technical systems
  theory
• Heeks, R.(2003). E - government success and
  failure rates of e - government in developing
  countries.
• Ndou, V. (2004). E - government for developing
  countries Opportunities and challenges.

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Food for thought

• Change will not come if we wait for some other
  person or some other time. We are the ones we've
  been waiting for. We are the change that we
  seek.
• -(President Barack Hussein Obama, 2008)

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The End
Thank you