McMillan, Stuart John (2009) Government electronic and mobile service delivery : a success factors model. PhD thesis, Victoria University.

Abstract

This study investigated the phenomenon of government electronic and mobile service delivery including mobile government service mechanisms. It is an area of management and information systems yet to be fully developed in many parts of the world with considerable variation in success and experience. The study concentrates on a gap in knowledge relating to the significant areas of influence which inhibit or promote successful government electronic and mobile service delivery and therefore the overall success of government projects and initiatives. In addressing the knowledge gap, this study delivers a success factors model which identifies, and categorises those significant areas and factors which directly impact on the success of government service delivery initiatives. It achieves the success factors model in five phases. An extensive review of contemporary literature in the area, the proposing of an initial model of government electronic and unified mobile service delivery as derived from the literature review. An in-depth case study of the Victorian government’s experience and minor case studies of Finland and Singapore relevant to the topic, and independent comment from the World Bank. A verification of the model from the data collected; an analysis of the data and conclusions of the study. Results from this study indicated there are six major areas of significance in the successful delivery of government services by electronic and mobile media. Within these six areas of significance there are domains of influence with success factors and inhibitors to the successful service delivery using these forms of technology. Also it identifies the relationships between success factors, inhibitors and areas of significance, which affect the overall success of projects and initiatives. Recommendations for further research in this field include: change management of government technology environments, education for mobile-government users; redefining information silos within government to delivery unified mobile government and securing government service delivery by delivery platform.

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