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 182

table 8.5 overview of the Causes of Failure (Delone, McLean)

RSD ECREMOS

System quality Low (technical issues/slow

time performance)

Low (technical issues/user
alienated design)

Information
quality

Low Low (lack of purpose, fear

for bad reputation, data
security breaches)

Service quality Low (lack of technical end

user support)

High

Intention to use Low (lack of purpose,

cheap quick alternatives,
bad reputation)

Low (lack of purpose)

Use Dropped Dropped

User satisfaction Low (slow time

performance)

Low (absence of feedback)

Net benefits Negatively influenced Negatively influenced

Project and
organizational
characteristics

The independent variables
further caused failure
(insufficient organizational
competence/path
dependency on IT
infrastructure)

The independent variables
further caused failure
(insufficient organizational
competence/path
dependency on IT
infrastructure/a lack of
local management support)

User and social
characteristics

The independent variables
further caused failure
(unfulfilled user
expectations)

The independent variables
further caused failure
(lack of trust)

Note: ECREMOS = Environmental Complaints Registration and Monitoring
System; IT = information technology; RSD = Road Sign Database.

as local management support for the planned IS diverged greatly. During the IS's
implementation, it seemed that the central and local governments did not communi-
cate enough: Local governments complain of a user alienated design, no eye for user
expectations, and absence of feedback and support. Because local wishes were not
taken into account, a lack of purpose for local governments arose. A lack of purpose,
in combination with a lack of transparency and doubts about data security, leads to a
low local trust in the central government IS and paved the path for IS failure.
Future managers of public sector IS could base action on these assessments to
prevent future failure. Like in other impaired IS projects, failure is due to different