Horizontal Process Integration in E-Government: The Perspective of a UK Local Authority

Abstract

This article examines how horizontal integration between the various departments of a local authority in the United Kingdom (UK) occurs. Following that the aim of this article is to extract the “success factors” in government intervention that support horizontal and vertical integration based on the strategies pursued in the UK in order to render favourable results if applied elsewhere. The research methodology consisted of an in-depth case study that used the research tools of interviews and referring to archival documents. This research is timely as the maturity of e-government increases the issues of integrating processes and systems across various government departments becomes pertinent. The conclusion and lessons that can be learnt from this research is that e-government integration on a horizontal level obtains significant ef- ficiency and effectiveness as more and more public services are being centralized.