Business Process Change in E-Government Projects: The Case of the Irish Land Registry

Abstract

This research investigates one of the first e-Government services launched as part of Ireland’s Information Society program, the Irish Land Registry’s implementation of their award winning Electronic Access (EAS) project. In-depth enquiries into how public sector organizations manage IT-enabled transformations have remained relatively limited and this case contributes to this emerging body of literature. The analysis highlights that the implementation of e-Government initiatives beyond basic service levels necessitates business process change in order to reap rewards. This study fulfils an identified need for research in Business Process Change (BPC) in the implementation of e-government initiatives. In this way the research attempts to add to, and complement, the existing pool of studies exploring e-Government induced change. The conclusions from the research stress the importance of planning for process change and the support of top management in the achievement of the efficiency gains and improved customer experience that are outcomes of e-Government.