E-Government Implementation: Balancing Collaboration and Control in Stakeholder Management

E-Government Implementation: Balancing Collaboration and Control in Stakeholder Management

Eric T.K. Lim (National University of Singapore, Singapore), Chee-Wee Tan (University of British Columbia, Canada) and Shan-Ling Pan (National University of Singapore, Singapore)
DOI: 10.4018/978-1-60566-130-8.ch005
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Abstract

As e-government becomes increasingly pervasive in modern public administrative management, its influence on organizations and individuals has become hard to ignore. It is therefore timely and relevant to examine e-governance—the fundamental mission of e-government. By adopting a stakeholder perspective and coming from the strategic orientation of control and collaboration management philosophy, this study approaches the topic of e-governance in e-government from the three critical aspects of stakeholder management: (1) identification of stakeholders, (2) recognition of differing interests among stakeholders, and (3) how an organization caters to and furthers these interests. Findings from the case study allow us to identify four important groups of stakeholders known as the Engineers, Dissidents, Seasoners, and Skeptics who possess vastly different characteristics and varying levels of acceptance of and commitment towards the e-filing paradigm. Accordingly, four corresponding management strategies with varying degrees of collaboration and control mechanisms are devised in the bid to align these stakeholder interests such that their participation in e-government can be leveraged by public organizations to achieve competitive advantage.
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Introduction

Corporate governance is intensely debated within strategic management literature (Sundaramurthy and Lewis, 2003). Disputes have persisted over the optimal configuration of power in an organization to exploit the collective strength of its stakeholders (see Demb and Neubauer, 1992; Sundaramurthy, 2000; Westphal, 1999).

Strategic management scholars, such as Eisenhardt (1989), Hawley and Williams (1996), have argued for procedural controls to curtail the manifestation of self-serving opportunism prevalent among stakeholders. Yet, sociologists suggested that because stakeholders may share an intrinsic desire for self-actualization, they should be empowered to exercise autonomous judgments and be cherished as partners of the governance system (Davis et al. 1997; Donaldson and Davis, 1994). Not surprisingly, these conflicting viewpoints have prompted researchers to seek alternative theoretical approaches that go beyond either direction (see Audia et al. 2000). Among them, Demb and Neubauer (1992) advocate a paradoxical and provocative strategy to corporate governance—one that encapsulates the simultaneous demand for both stakeholder control and cooperation.

Advances in Information Technology (IT) in business processes further complicate corporate governance. Allen et al. (2001) postulated that the emergence of electronic governance (e-governance) goes beyond the mere infusion of technologies to encompass novel patterns of managerial decision-making, power-sharing, and resource-coordination. Changes include the induction of adaptive corporate structures, innovative leadership styles, and even a redefinition of business purpose—the entirety of which are made possible and necessary through IT (Allen et al. 2001). Arguably, this study deems e-governance as the embodiment of challenges confronting corporate governance in the realization of an optimal mix strategy of control and collaboration for the maximization of organizational stakeholder value. Aptly, we conceive e-governance as the effective leverage of IT to strategically manage stakeholders for competitive sustainability. This definition builds upon scholarly predictions that foresee the future of organizations as intimately dependent on their capabilities to exploit technological innovations in harnessing competencies within an enhanced network of stakeholder interdependencies (Guillaume, 1999; Prahalad and Ramaswamy, 2000).

These managerial implications of e-governance are not exclusive to the private sector (Allen et al. 2001; Seavey, 1996). Pablo and Pan (2002) noted similar IT-induced reformations in public administration. With a renewed strategic focus on external stakeholders as partners in the governing process (Wimmer and Traunmuller, 2000), this modernized strategy to public management promises expanded citizen-centric functionalities through IT integration, and has been popularly termed “Electronic Government (e-government)” (Stratford and Stratford, 2000). This promoted Aichholzer and Schmutzer (2000) to maintain that the appreciation of e-transformation in public administration should entail a corresponding re-conceptualization of the underpinning governance system.

The study of e-governance in e-governments thus offers an excellent opportunity to explore efforts by public institutions to redefine their tactics in IT-enabled stakeholder management. We adopt an e-governance perspective to examine the Electronic Tax Filing (e-filing) system, a pioneering e-government initiative of the Singapore government. By means of a case study, we seek to unveil the strategic elements of effective e-governance that will promote economical and efficacious elicitation of stakeholder value. Furthermore, we considered the significance of an e-governance vision in developing e-government initiatives and in structuring policy decisions within the public administration.

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Associate Editors and Editorial Review Board
Table of Contents
Preface
Mehdi Khosrow-Pour
Chapter 1
Marijn Janssen, George Kuk
Stimulated by the need to reduce cost and improve service provisioning and client involvement at the same time, the concept of business models has... Sample PDF
E-Government Business Models: Theory, Challenges and Research Issues
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Chapter 2
Roy Ladner
In this chapter we provide an overview of electronic government as it pertains to national security and defense within the Department of Defense... Sample PDF
Electronic Government: Overview and Issues for National Security Interests
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Chapter 3
Ranjeev Mittu, Suleyman Guleyupoglu, William Barlow, Michael Dowdy, Sean McCarthy
The emergence of new doctrine is enabling Security, Stabilization, Transition and Reconstruction (SSTR) operations to become a core U.S. military... Sample PDF
Towards Civil-Military Coordination During Security, Stabilization, Transition and Reconstruction Efforts
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Chapter 4
Akhilesh Bajaj, Sudha Ram
Recently, there has been increased interest in sharing digitized information between government agencies, with the goals of improving security... Sample PDF
A Comprehensive Framework Towards Information Sharing Between Government Agencies
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Chapter 5
Eric T.K. Lim, Chee-Wee Tan, Shan-Ling Pan
As e-government becomes increasingly pervasive in modern public administrative management, its influence on organizations and individuals has become... Sample PDF
E-Government Implementation: Balancing Collaboration and Control in Stakeholder Management
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Chapter 6
Yining Chen, H.M. Chen, Russell K.H. Ching, Wayne W. Huang
Over the last decade, the Internet has become one of the most important means of communication in all social areas. The success of Web technology... Sample PDF
Electronic Government Implementation: A Comparison Between Developed and Developing Countries
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Chapter 7
Jonna Järveläinen, Eija Koskivaara, Päivi Pihlaja, Hannu Salmela, Jarmo Tähkäpää, Timo Kestilä
This collaborative action research study reports the experiences in developing e-government innovations in early childhood education context in... Sample PDF
Involving Service Professionals in eGovernment Innovation: The Case of Finnish Early Childhood Education
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Chapter 8
Jyoti Choudrie, Vishanth Weerakkody
This article examines how horizontal integration between the various departments of a local authority in the United Kingdom (UK) occurs. Following... Sample PDF
Horizontal Process Integration in E-Government: The Perspective of a UK Local Authority
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Chapter 9
Lucas Walsh
As developments in communication technologies impact upon many spheres of public and private life, they influence the way in which the public sector... Sample PDF
Online Policy Consultation: A Case Study of Local Government
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Chapter 10
Lisa Hill
Due to compulsory voting, Australia’s turnout rate is among the highest and most socially-even in the industrialised world. Nevertheless, some... Sample PDF
Electronic Conduits to Electoral Inclusion in an Atypical Constituency: The Australian Case
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Chapter 11
Kevin O’Toole
This chapter analyses local government’s response to the pressure to modernise its structures through its use of Information Communication... Sample PDF
Australia Local Government and E-Governance: From Administration to Citizen Participation?
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Chapter 12
Kate Alport
This chapter examines the spread of Information and Communication Technologies (ICTs) in South Australia. It starts by assessing South Australia’s... Sample PDF
Engaging the Community Through E-Democracy in South Australia
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Chapter 13
G. P. Sahu
The study seeks to highlight the key variables affecting usage of e-government by internal users of Indian Central Excise. An e-government... Sample PDF
Users' Acceptance of E-Government: A Study of Indian Central Excise
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Chapter 14
Tagelsir Mohamed Gasmelseid
The recent economic, organizational and technological transformations are motivating developing countries to adopt electronic government... Sample PDF
A Multi-Agent Service Oriented Modeling of E-Government Initiatives
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Chapter 15
Shahram Rahimi
The effectiveness of current search and retrieval systems is restricted as they do not use the semantics of the data but mainly utilize keywords.... Sample PDF
A Methodology for Ontological Mediation in Multi-Agent Systems
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Chapter 16
Eugene Santos Jr., Eunice E. Santos, Hien Nguyen, Long Pan, John Korah
With the proliferation of the Internet and rapid development of information and communication infrastructure, E-governance has become a viable... Sample PDF
Analyst-Ready Large Scale Real Time Information Retrieval Tool for E-Governance
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Chapter 17
Marco Carvalho
Data dissemination and information management technologies for tactical environments are quickly becoming major areas of research for both military... Sample PDF
In-Stream Data Processing for Tactical Environments
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Chapter 18
Dilip Kumar Sharma, Gopalji Varshneya, Ashwani Kumar Upadhyay
This article analyzes the diffusion of a Web technology named AJAX in facilitating e-government architecture and enhancing its potential by... Sample PDF
AJAX in Development of Web-Based Architecture for Implementation of E-Governance
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About the Contributors