Harnessing Interagency Collaboration in Inter-Organizational Systems Development: Lessons Learned from an E-government Project for Trade and Transport Facilitation

Harnessing Interagency Collaboration in Inter-Organizational Systems Development: Lessons Learned from an E-government Project for Trade and Transport Facilitation

Thayanan Phuaphanthong (University of Hawaii, USA), Tung Bui (University of Hawaii, USA) and Somnuk Keretho (Kasetsart University, Thailand)
DOI: 10.4018/978-1-4666-1776-6.ch015
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Abstract

In spite of the increasing need for building interagency systems, the literature on effective inter-organizational collaboration is practically inexistent, both from the methodological and practical perspectives. Using an action research approach, this paper reports the findings of a four-year long action research that seeks to identify critical success factors for establishing and maintaining interagency collaboration in a large-scale inter-organizational system development project. The findings were drawn from direct experiences during the implementation of the cross-border internet-based system for trade and transport facilitation in Thailand, which required an involvement of more than 40 governmental and business stakeholders. This paper suggests a stepwise approach for the establishment and maintenance of interagency collaboration, and derives methodological and practical implications from this large-scale experience.
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2. Toward A Cross-Border Internet-Based System For Supporting Trade And Transport Facilitation

International supply chain encompasses activities related to the ordering and physical transfer of goods, and the payment for these goods (UNECE, 2001). It involves a large number of stakeholders including customers, suppliers of goods from various industries, intermediaries whom are known as commercial, financial, transport or insurance service providers, and a number of government agencies from at least two trading economies (UNECE, 2001). Recognizing that information integration and sharing is a key element to improve international supply chain’s efficiency and effectiveness, many governments have adopted the distributed architectural concept of an Internet-based “Single Window” (APEC Sub-Committee on Customs Procedure, 2007; ASEAN, 2005; UNECE, 2004; WCO, 2005).

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