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Implementation of an E-Government Initiative at Dreamland Municipality

Implementation of an E-Government Initiative at Dreamland Municipality

Mohammed Arif (The British University in Dubai, UAE), Habib Talhami (The British University in Dubai, UAE), and Mustafa Alshawi (University of Salford, UK)
Copyright: © 2006 |Pages: 30
DOI: 10.4018/jcec.2006040102
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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.

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