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 175

table 8.2 the Updated D&M Model and the RSD

System quality Reliability of the system appears to be low; it crashes often.

Users have to log in four times to enter the database. The
more users that enter, the slower the response time. Those
who own a separate IS cannot upload their data. Respondents
who do not use the system often have to find out how it
works every time. The overall system quality is low.

→ Technical issues (C1.1) and slow time performance (C1.2)
seem to cause low system quality.

Information
quality

92 of the questioned municipalities do not use the database
(any more); 90 of these report their data to be outdated.
Remarkably, two municipalities who do not use it for their own
decision making keep it up-to-date once a year. On the other
hand, one could expect that the 38 municipalities who use the
database keep it regularly up-to-date. Only 12 of 38 users do.
The remaining users update the data once a year. There are no
alternatives; if a municipality does not keep track of its signs,
no other party will. The overall information quality is low.

→ The main underlying cause of bad information quality
seems to be lack of usage.

Service quality The Flemish government has a competent staff that

supports the database. Municipalities find this staff difficult
to reach when experiencing problems. A few nonusers
remarked that they asked to join a training course or to
receive a log-in code but never received an answer. Service
quality appears to be low.

→ A lack of technical end-user support (C1.3) seems to
cause low service quality.

Intention to
use

Intention to use is determined by the three previous factors
and by user satisfaction and net benefits (see further). Some
respondents intended to use the database until they heard
how badly it was functioning. The Flemish Department for
Mobility and Public Works does not have incentives to
encourage updating. The police seldom used the system.
The Agency for Roads and Traffic created their own
database. Many politicians did not see it as a priority. Easy
alternatives for gathering road sign data decreased the
benefits of the database. With the foresight of a renewed
database, more municipalities intend to use it. Some will
use it only because they think it will be legally obliged to do
so soon. We notice a low intention of voluntary use.

( Continued )