Whole of government critical success factors towards integrated E-government services : a preliminary review

Abstract

Electronic Government (E-government) becomes one of the key elements for sustainable development of the country. Previous studies on E-government indicate that most governments are performing well in E-government implementation. However, the issues of process duplication and bureaucracy in services should be addressed to build trust and increase citizens’ satisfaction. Currently, there is a necessity to focus on the development of integrated and tailored-made services that suit with citizens’ needs. This initiative entails high commitment and collaboration from agencies, which can be achieved through the whole of government (WoG) approach. This study aims to identify the critical success factors of WoG towards the development of integrated E-government services. A preliminary review was conducted on previous studies and reports to get some insights of the subject being studied. The identified data were coded and analysed using content analysis method. The findings demonstrate that there are a number of critical success factors for WoG, which consist of technical and non-technical aspects. The findings act as a theoretical framework for better understanding about WoG approach for integrated E-government services.