An Analysis of Failure in a Government-to-Government E-Government Context via the Updated Delone and McLean Model - Information and Communication Technologies in Public Administration - page 166

8.4 Data Analysis ........................................................................................... 176
8.4.1 The Updated D&M Model and the RSD ..................................... 176
8.4.2 The Updated D&M Model and the ECREMOS .......................... 176
8.4.3 The Check for Completeness......................................................... 178
8.5 Discussion ................................................................................................182
8.6 Conclusion and Future Research .............................................................. 185
Author Biographies ...........................................................................................186
References .........................................................................................................186
Abstract
Implementation of e-government systems lags behind policy ambitions,
and rhetoric of reform. Failure is omnipresent. In the context of informa-
tion systems (IS), failure can be defined as an implemented system not
meeting the user expectations (Ewusi-Mensah, 2003). In order to ensure
future e-government system success, it might be useful for IS managers
to assess failure, and base action on these assessments. One way to do
so is by using the Updated Delone and McLean (D&M) model. This
model has been widely investigated in the private sector, and a few studies
have used it to assess government-to-government (G2G) e-government
systems. This chapter aims to contribute to this research gap.
The transferability and the completeness of the Updated D&M
model are tested by using a multiple case study of two failed intergov-
ernmental IS. The case results show that the model is transferable to
the G2G e-government domain. Nevertheless, the model is incom-
plete in detecting the causes of failure of the studied IS. It did not
detect a lack of trust, path dependency on IS infrastructure, insuf-
ficient organizational competence, unfulfilled user expectations, and
a lack of local management support. Future research might further
explore and test the completeness of factors of the Updated D&M
model, and its transferability to a G2G e-government context.
Keywords: e-government, Delone McLean, G2G IS, failure
8.1 introduction
E-government induces the promise to lead to a better government. It could do so
by, for example, stimulating efficiency and effectiveness, improving interorganiza-
tional collaboration, or enabling time, money, and personnel savings (Gil-Garcia,
Chengalur-Smith, & Duchessi, 2007; Homburg & Bekkers, 2002).