ICT shared service framework for E-government among organizations

Information and Communications Technology (ICT) shared service is defined as sharing of ICT service by different units within an organization or multiple organizations, which can occur from different locations. Inter-organizational ICT shared service helps to improve decision making in delivering se...

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Main Author:	Hafizi, Ravika
Format:	Thesis
Language:	English
Published:	2018
Subjects:	QA75 Electronic computers Computer science
Online Access:	http://eprints.utm.my/id/eprint/96201/1/RavikaHafiziPSC2018.pdf
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id	my-utm-ep.96201
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spelling	my-utm-ep.962012022-07-04T08:47:18Z ICT shared service framework for E-government among organizations 2018 Hafizi, Ravika QA75 Electronic computers. Computer science Information and Communications Technology (ICT) shared service is defined as sharing of ICT service by different units within an organization or multiple organizations, which can occur from different locations. Inter-organizational ICT shared service helps to improve decision making in delivering service to users besides improving working relationship between staffs through collaboration between government organizations. However, current research lacks a holistic view of how to implement an appropriate inter-organizational ICT shared service in e-government. This research developed an ICT shared service framework for e-government among organizations as a guideline to improve service and enlarge ICT shared service. Qualitative data were collected from a single case study comprising multiple organizations. Data were gathered from the practitioners of service provider who have experience in using and managing single service both on e-government intraorganizational and inter-organizational ICT shared service. The interviews also involved representatives from other organizations who have experience in using and managing single service of inter-organizational ICT shared service. Qualitative data analysis interactive model was used to analyze the interview results. Success factors and challenges were identified based on service stakeholders’ views. In addition, Resource Dependence Theory (RDT) and Dependency Network Diagram (DND) as well as success factors and challenges were analyzed to identify the dependencies between stakeholders. These dependencies were used to formulate the proposed framework. The stages of Watson and Mundy’s e-government framework were used as the basis in developing the framework due to its suitability for organization to test the feasibility of the service. It consists of three stages: initiation, infusion and customization focusing on stakeholders’ involvement and their dependencies in every stage. Next, the framework was verified by practitioners using walkthrough of a different case study. The aim of this framework is to help organizations to clearly identify their process chain and dependency with other organizations during implementing inter-organizational ICT shared service through the thorough step-bystep process. This Inter-Organizational ICT Shared Service Framework for EGovernment has been designed to allow an experienced and knowledgeable organization in intra-organizational ICT shared service to expand their service to be used by multiple organizations. 2018 Thesis http://eprints.utm.my/id/eprint/96201/ http://eprints.utm.my/id/eprint/96201/1/RavikaHafiziPSC2018.pdf application/pdf en public http://dms.library.utm.my:8080/vital/access/manager/Repository/vital:142067 phd doctoral Universiti Teknologi Malaysia Faculty of Engineering - School of Computing
institution	Universiti Teknologi Malaysia
collection	UTM Institutional Repository
language	English
topic	QA75 Electronic computers Computer science
spellingShingle	QA75 Electronic computers Computer science Hafizi, Ravika ICT shared service framework for E-government among organizations
description	Information and Communications Technology (ICT) shared service is defined as sharing of ICT service by different units within an organization or multiple organizations, which can occur from different locations. Inter-organizational ICT shared service helps to improve decision making in delivering service to users besides improving working relationship between staffs through collaboration between government organizations. However, current research lacks a holistic view of how to implement an appropriate inter-organizational ICT shared service in e-government. This research developed an ICT shared service framework for e-government among organizations as a guideline to improve service and enlarge ICT shared service. Qualitative data were collected from a single case study comprising multiple organizations. Data were gathered from the practitioners of service provider who have experience in using and managing single service both on e-government intraorganizational and inter-organizational ICT shared service. The interviews also involved representatives from other organizations who have experience in using and managing single service of inter-organizational ICT shared service. Qualitative data analysis interactive model was used to analyze the interview results. Success factors and challenges were identified based on service stakeholders’ views. In addition, Resource Dependence Theory (RDT) and Dependency Network Diagram (DND) as well as success factors and challenges were analyzed to identify the dependencies between stakeholders. These dependencies were used to formulate the proposed framework. The stages of Watson and Mundy’s e-government framework were used as the basis in developing the framework due to its suitability for organization to test the feasibility of the service. It consists of three stages: initiation, infusion and customization focusing on stakeholders’ involvement and their dependencies in every stage. Next, the framework was verified by practitioners using walkthrough of a different case study. The aim of this framework is to help organizations to clearly identify their process chain and dependency with other organizations during implementing inter-organizational ICT shared service through the thorough step-bystep process. This Inter-Organizational ICT Shared Service Framework for EGovernment has been designed to allow an experienced and knowledgeable organization in intra-organizational ICT shared service to expand their service to be used by multiple organizations.
format	Thesis
qualification_name	Doctor of Philosophy (PhD.)
qualification_level	Doctorate
author	Hafizi, Ravika
author_facet	Hafizi, Ravika
author_sort	Hafizi, Ravika
title	ICT shared service framework for E-government among organizations
title_short	ICT shared service framework for E-government among organizations
title_full	ICT shared service framework for E-government among organizations
title_fullStr	ICT shared service framework for E-government among organizations
title_full_unstemmed	ICT shared service framework for E-government among organizations
title_sort	ict shared service framework for e-government among organizations
granting_institution	Universiti Teknologi Malaysia
granting_department	Faculty of Engineering - School of Computing
publishDate	2018
url	http://eprints.utm.my/id/eprint/96201/1/RavikaHafiziPSC2018.pdf
_version_	1747818647526572032

ICT shared service framework for E-government among organizations

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