Title: Towards realisation of the public value of e-government: anticipation-reality gap and critical success factors in the context of Rwanda

Authors: Jean Damascene Twizeyimana

Addresses: Örebro University School of Business, 701 82 Örebro, Sweden; College of Science and Technology, University of Rwanda, KN 7 Ave, Kigali, Rwanda

Abstract: Involving and meeting stakeholders' values in a project will result in success of the project. The main objective of this study is to investigate the anticipation-reality gap; and, thereby, to identify the critical success factors for realising the public value of e-government. This study follows an interpretive case study using the empirical case of the IREMBO single-window portal for e-government in Rwanda. The data analysis utilised thematic analysis and concept-driven coding approaches. The data analysed consists of IT policy documents, project documents, and interviews with policymakers, project managers, public servants, citizens, and intermediaries. Gaps are identified and recommendations are proposed as critical success factors. The findings also revealed that cultivating the installed base of socio-economic and technical capabilities, including but not limited to stakeholder involvement and business process reengineering, will be a promising avenue for realising the public value of e-government in Rwanda.

Keywords: public value; reality gap; least developed countries; LDCs; stakeholder involvement; critical success factors; business process reengineering; BPR; information infrastructure.

DOI: 10.1504/IJPSPM.2023.128539

International Journal of Public Sector Performance Management, 2023 Vol.11 No.1, pp.123 - 147

Received: 25 May 2019
Accepted: 18 May 2020
Published online: 26 Jan 2023 *

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