ICTlogy

Abstract:

The information and hyper-connectivity revolutions have caused significant disruptions in citizens’ interactions with governments all over the world. Failures in implementing e-government interventions suggest the lack of an integrated approach in understanding e-government as a discipline. In this study, we present an overarching and integrated conceptual framework of e-government grounded in robust qualitative research to describe the factors that must be integrated to implement e-government successfully. Drawing insights from 168 in-depth interviews conducted with multiple stakeholders in India, this study defines e-government as a multidimensional construct with customer orientation, channel orientation and technology orientation as its antecedents. Building on customer orientation and relationship marketing theories, this study proposes that the most significant factor impacting success in implementing e-government projects is citizen orientation, followed by channel orientation and technology orientation. The study also identifies the digital divide, economic growth and political stability as moderators of e-government. Furthermore, the study proposes the tangible and intangible outcomes of e-government with perceived privacy and shared understanding as moderating conditions. Finally, the study presents relevant theoretical and practical implications with future research directions.