Title: E-government centres of excellence empower robotics process automation implementations

Authors: William H. Money

Addresses: The Citadel, Baker School of Business, Management and Entrepreneurship Department, Bastin Hall, Rm. 315, 171 Moultrie St., Charleston South Carolina 29409, USA

Abstract: Many government organisations are using robotic process automation (RPA) to improve performance and efficiency. The e-government environment is particularly appropriate for the application of this technology with its concentration of forms, data collection, approvals and data recording; responses to constituencies; and large numbers of financial transactions. Selecting work processes and implementing efficient and effective RPA processing solutions are critical to successful processing and avoiding errors, improving service, and eliminating or reducing risks of transaction failures. Centres of excellence (CoEs) are organisational units and processes that offer an appealing solution for the successful RPA implementation. This paper identifies the value of RPA implementations, describes and provides examples of the CoE approach, and discusses the empowering role and functions of a CoE. Finally, it improves the ability of managers to implement the components of CoEs by developing a greater understanding of this organisational structure and criteria used to assess CoE implementations.

Keywords: centre of excellence; CoE; e-government; robotic process automation; RPA; process.

DOI: 10.1504/IJBIS.2026.151692

International Journal of Business Information Systems, 2026 Vol.51 No.2, pp.252 - 268

Received: 31 May 2022
Accepted: 13 Jun 2022
Published online: 16 Feb 2026 *

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