Egovuse Edited

Technical Factors Affecting the Adoption of E-Government
ABSTRACT
As a major step to development, countries tr to implement e-government and encouraging the pu!lic to use e-services instead of traditional "a s# $t is o!vious that adoption of egovernment has increased in man countries over the "orld, !ut the rate of adoption varies from countr to countr , and also the factors "hich are affecting the adoption of egovernment differ from developing countries to developed countries# The purpose of this research stud is to identif and descri!e the technical factors affecting the adoption of e-government from the management prospective of e-government projects in turn, to enhance the e-services of those projects and to improve the development process of egovernment adoption ! illustrating the level of importance for technical factors in the current e-government stages# This stud has considered %igeria government as an e&ample as it hopes to !e helpful for other governments "hich are at the similar level of e-government stages and close circumstances "ith %igeria# This stud has found four technical factors that affecting the current adoption of egovernment initiative in si& government agencies in %igeria# Those factors are $CT infrastructure, $T securit , $T standards and technical e&pertise# 'oreover, it found that each one of them has a different level of importance in the management process# The most important factor that %igeria government needs to !e considering in the current stages of egovernment is $CT infrastructure# Furthermore, it found t"o non-technical factors that support these four technical factors to !e functioning appropriatel "hich are $T Governance and citi(ens) a"areness# This stud has !rought up different "a s of managing these technical factors in order to accomplish the adoption of e-government through these factors "hich affect the adoption# These different "a s are* set a unit as a coordinator to guide the management of these factors to fasten the adoption, "ith centrali(ed the e-government initiatives the implementation should !e decentrali(ed upon the agenc itself, setting up frame"or+ for e&ample $CT infrastructure frame"or+ and securit frame "or+ to standardise the processes in a "a that assist to speed up e-government adoption, and the last one is to gain e&perience from pioneers and other consultanc offices# $n addition to that, the management of those factors could !e affected ! e&ternal pressures li+e internet facilit in the countr , government regulations, the private sectors attraction for technical e&pertises and citi(ens) a"areness a!out securit issues#
Contents
,# $%TR-./CT$-% ,#,# ,#2# ,#4# ,#6# ,#:# RESEARC0 SC-1E 1R-B3E' AREA RESEARC0 5/EST$-%S T0E ST/.7 1/R1-SE A%. -B8ECT$9ES .E3$'$TAT$-% , 2 4 4 6 : < < = = > ? ,2 ,4 ,4 ,< ,< ,< ,= ,> ,> ,? ,? 2B 22 24 2< 2? 2? 2? 4B 4, 4: 4: 6B
2# RE3ATE. 3$TERAT/RE RE9$E; A%. T0E-RET$CA3 F-/%.AT$-% 2#,# 2#2# 2#4# 2#6# 2#:# 2#<# 2#=# 2#># .EF$%$T$-% -F E-G-9ER%'E%T E-G-9ER%'E%T SER9$CES E-G-9ER%'E%T STAGES E-G-9ER%'E%T A.-1T$-% TEC0%$CA3 FACT-RS AFFECT$%G T0E A.-1T$-% -F E -G-9ER%'E%T 'A%AGE'E%T -F T0E TEC0%$CA3 FACT-RS E@TER%A3 1RESS/RES S/''AR7 -F T0E C0A1TER* RESEARC0 FRA'E;-RA
4# RESEARC0 'ET0-.S 4#,# 5/A3$TAT$9E ST/.7 4#2# CASES ST/.$ES 4#4# RESEARC0 .ES$G% 4#6# .ATA C-33ECT$-% 4#:# .-C/'E%TAT$-% 4#<# 5/A3$TAT$9E $%TER9$E;S 4#=# $%TER9$E;EES SE3ECT$-% 4#># $%TER9$E; G/$.E3$%E 4#?# C-%./CT$%G $%TER9$E;S 4#,B# .ATA TRA%SCR$1T$-% A%. A%A37SES 4#,,# RESEARC0 5/A3$T7 6# %$GER$A CASE ST/.7 6#,# 6#2# 6#4# 6#6# AB-/T T0E S/3TA%ATE -F %$GER$A E-G-9ER%'E%T A.-1T$-% 1R-GRESS C/RRE%T E-G-9ER%'E%T STAGES G-9ER%'E%T AGE%C$ES $%9-39E. $% T0E ST/.7
:# E'1$R$CA3 RES/3TS C .$SC/SS$-% AB-/T T0E TEC0%$CA3 FACT-RS :#,# $CT $%FRASTR/CT/RE :#2# $T SEC/R$T7
$$$
7aDoo! Al-Rah!iE Suleiman Al-0arrasiE Sami Al-;ahai!i
:#4# TEC0%$CA3 E@1ERT$SE :#6# $T STA%.AR.S :#:# %E; FACT-RS <# C-%C3/S$-% A%. F/T/RE RESEARC0 A11E%.$@ES* A11E%.$@ A - 3ETTERS T- T0E E-G-9ER%'E%T 1R-8ECTS A/T0-R$T$ES FE%G3$S0 9ERS$-%G A11E%.$@ B - $%TER9$E; G/$.E FE%G3$S0 9ERS$-%G A11E%.$@ C - $%TER9$E; 1R-T-C-3S A11E%.$@ . - $%TER9$E; 1R-T-C-3S A11E%.$@ E - '$%$STR7 -F 0$G0ER E./CAT$-% ARAB$C $%TER9$E; S/''AR7 A11E%.$@ F - '$%$STR7 -F E./CAT$-% ARAB$C $%TER9$E; S/''AR7 A11E%.$@ G - $%F-R'AT$-% TEC0%-3-G7 A/T0-R$T7 ARAB$C $%TER9$E; S/''AR7 A11E%.$@ 0 - '/SCAT '/%$C$13$T7 -, ARAB$C $%TER9$E; S/''AR7 A11E%.$@ $ - '/SCAT '/%$C$1A3$T7 -2 ARAB$C $%TER9$E; S/''AR7 A11E%.$@ 8 - '$%$STR7 -F 'A%1-;ER ARAB$C $%TER9$E; S/''AR7 B$B3$-GRA107
6: :B :: := <, <, <2 <6 =2 =? >B >, >2 >4 >6 >:
$9
3ist of figures
F$G/RE 2#,* T0E A.-1T$-% 1R-CESS FS-/RCE* S1E%CE, ,??6G F$G/RE 2#2* RESEARC0 FRA'E;-RA F$G/RE 4#,* RESEARC0 .ES$G% F$G/RE 4# 2* 'A%AGE'E%T 1R-CESS -F B/$3.$%G $%TER9$E;S > ,= ,= 24
3ist of ta!les
TAB3E 2#,* E-G-9ER%'E%T STAGES FS-/RCE* A.A1TE. FR-' TA% ET A3#, 2BB=G# ,2 TAB3E 4#,* RES-/RCE -F .-C/'E%TAT$-% ,> TAB3E 4#2* AB-/T $%TER9$E;EES 2B TAB3E 4#4* C-.$%G AREAS 26 TAB3E 4#6* '$%$STR7HS 1R-8ECT C-.E 26 TAB3E 4#:* E@A'13E -F $%TER9$E; TRA%SCR$1T 2: TAB3E 6#,* %$GER$A E-G-9ER%'E%T STAGES $% 2B,2 FS-/RCE* /%$TE. %AT$-%S, 2B,2G# 4, TAB3E :#,* 1ART$C$1A%TSH -1$%$-% AB-/T T0E $CT $%FRASTR/CT/RE $'1-RTA%CE 4: TAB3E :#2* 1ART$C$1A%TSH -1$%$-% AB-/T T0E 'A%AGE'E%T -F $CT $%FRASTR/CT/RE 4< TAB3E :#4* 1ART$C$1A%TSH -1$%$-% AB-/T T0E E@TER%A3 1RESS/RES -F $CT $%FRASTR/CT/RE 'A%AGE'E%T 4> TAB3E :#6* 1ART$C$1A%TSH -1$%$-% AB-/T T0E $T SEC/R$T7 6B TAB3E :#:* 1ART$C$1A%TSH -1$%$-% AB-/T T0E 'A%AGE'E%T -F $T SEC/R$T7 F$%.$%GS 6, TAB3E :#<* 1ART$C$1A%TSH -1$%$-% AB-/T T0E E@TER%A3 1RESS/RES -F $T SEC/R$T7* 6: TAB3E :#=* 1ART$C$1A%TSH -1$%$-% AB-/T T0E $'1-RTA%CE -F T0E TEC0%$CA3 E@1ERT$SE 6< TAB3E :#>* 1ART$C$1A%TSH -1$%$-% AB-/T T0E 'A%AGE'E%T -F T0E TEC0%$CA3 E@1ERT$SE 6= TAB3E :#?* 1ART$C$1A%TSH -1$%$-% AB-/T T0E E@TER%A3 1RESS/RES -F T0E TEC0%$CA3 E@1ERT$SE 6? TAB3E :#,B* 1ART$C$1A%TSH -1$%$-% AB-/T T0E $'1-RTA%CE -F $T STA%.AR.S :B TAB3E :#,,* 1ART$C$1A%TSH -1$%$-% AB-/T T0E 'A%AGE'E%T -F $T STA%.AR.S :2 TAB3E :#,2* 1ART$C$1A%TSH -1$%$-% AB-/T T0E E@TER%A3 1RESS/RE -F $T STA%.AR.SH 'A%AGE'E%T :6 TAB3E :#,4* RES/3TS -F .$SC/SS$%G A% A..$T$-%A3 FACT-R ::
3ist of Acron ms
C$S .-$ * Centre $nformation Securit , %igeria * .iffusion of $nnovation Theor
E-commerce * Electronic commerce E-government * Electronic government E-%igeria E-services G2B G2C G2E G2G $CT $.A $S $TA '' 'oE 'o0E 'o' -EC. -eGF TA' TB TRA /%.ESA * Electronic %igeria * Electronic services * Government-to-Business * Government-to-Citi(en * Government-to-Emplo ee * Government-to-Government * $nformation and Communications Technolog * $nfo-communications .evelopment Authorit * $nformation S stem * $nformation Technolog Authorit , %igeria * 'uscat 'unicipalit , %igeria * 'inistr of Education, %igeria * 'inistr of 0igher Education, %igeria * 'inistr of 'anpo"er, %igeria * -rigination for Economic Co-operation and .evelopment * %igeria e-Governance Frame"or+ * Technolog Acceptance 'odel * Tender Board, %igeria * Telecommunications Regulator Authorit , %igeria * /nited %ations .epartment of Economic and Social Affairs
9$
,# $ntroduction
Glo!al era changes ma+e the $nternet availa!le ever "here, to ever one and it is ver useful to provide different online services# ;ithin the past do(en or so ears, it "as mainl used for educational, information provision and sharing purposes FSchneider C 1err , 2BBBG# 0o"ever, toda the $nternet applications facilitate man essential dail activities and the communit has !ecome more interested in the services provided electronicall # Electronic government Fe-governmentG is an important application of the $nternet and is used ! esta!lishments to encourage !road use of computers and to help communication and interactions "ith its ministries, citi(ens and !usinesses FEvans C 7en, 2BB<E Gil C 'artine(, 2BB=E Reddic+, 2BB<E Sprecher, 2BBBG# The main aim for such electronic initiative is to proceed to"ards !etter access to information and improved electronic services Fe-servicesG# There is a significant acceleration of man government agencies "hich tr to use different $nformation and Communications Technologies F$CTG li+e "ide area net"or+s, the $nternet, and mo!ile computing to adopt the e-services FThe ;orld Ban+ Group, 2B,2G# The revolution of modern $CT leads man government authorities to spend a lot of mone and resources for delivering their services to citi(ens electronicall despite the difficulties and o!stacles of this adoption FChen et al#, 2BB<G# $n 2B,2 a!out ,?B out of ,?4 /nited %ations mem!ers reported that the developed strategies to adopt the e-government services compared to 2BB> "hen the "ere ,=? countries, "hich is a result of the increasing po"er of $CT# This has given governments the fle&i!ilit of providing services and information to citi(ens through multi channels F/nited %ations, 2BB>E /nited %ations, 2B,2G# This rise in egovernment adoption leads to the need of understanding the factors "hich ma affect such a process to enhance it and avoid the loss of resources# Regardless of ho" advanced countries are in terms of $CT infrastructure and deplo ment, man technical and non-technical factors can affect the adoption of e-government# For e&ample, in the /nited States spending on e-government projects is e&pected to increase <#?I earl F1ulliam, 2BB:G, !ut still man citi(ens ma !e reluctant to adopt e-government services due to a lac+ of trust in the securit of online transactions and concerns regarding the use of information su!mitted electronicall , the are still more li+el to use traditional "a s li+e in-person visit or phone calls than the ;e! to interact "ith the online services F.avid et al#, 2BB6E .avid C 1ierre, 2BB>G# The technical pro!lems of managing e-service do not just have an impact on the services) performance !ut also in the users trust F'cClure, 2BBBG# For e&ample, do"ntime and access pro!lems "hich ma interrupt e-service transactions and cause serious dela s in an project of e-government also, ma lead to the pu!lic)s loss of confidence and to !e frustrated a!out such services F/nited %ations, 2B,2G# 'cClure F2BBBG noticed that technical pro!lems are ver common in the challenges facing the adoption of e-government and these +inds of factors can cause e-services failure due to discontinued use ! citi(ens# As sho"n a!ove, countries li+e the /nited States "hich are considered advanced in technolog are still suffering in their implementation of e-government due to technical factors "hich ma impact the "hole process of such adoption# /nfortunatel , the developing countries are more li+el to suffer from the technical factors more than the developed countries on "hich the have less impact# There has !een a lac+ of specific research stud ing the technical factors affecting the adoption of e-government in Sultanate of %igeria# Therefore,
,J 1 a g e
this research aims to identif and descri!e the technical factors affecting the adoption of egovernment in different e-government agencies in %igeria# $n this chapter "e "ill provide a general description of the pro!lem statements, stud purposes and o!jectives and then address the +e Duestions# At the end "ill present the structure of the thesis#
,#,# Research scope

A fe" decades ago, man governments e&ecuted their transactions traditionall ! using paper and files "ith less sufficienc and effectiveness F'ehrtens et al#, 2BB,G# As egovernment represents a high freDuenc of information s stems issues such as rapid changes in $CT, and since the governments pla a critical role at the centre of driving the development of an countr - either developed or developing - all governments start recogni(ing the huge !enefits and usefulness of changing e-government and attempting to develop their countries through deplo ing such important online services# /nfortunatel , there are a num!er of !arriers that are li+el to o!struct e-government adoption or at least hold !ac+ the development of the current e-government projects FE!rahim C $rani 2BB:E Sch"ester, 2BB?G# At a time that developed countries are successfull overcoming most of the challenges facing e-government adoption, in contrast it can !e found from research that developing countries are still struggling in order to ma+e a step for"ard in this regard F%dou, 2BB6G# The !arriers of adopting e-government in developing countries occur to disperse their initiatives, "hich lead to enormous failure of most e-government projects F%dou, 2BB6G# And as it is declared ! Common"ealth Telecommunications -rgani(ation, F2BB>G a!out 4:I of e-government projects in developingKtransitional countries had totall failed and :BI had partiall failed and onl ,:I succeeded# Therefore in order to overcome these !arriers, the should !e e&plored at the level of the adoption the are in# Each individual developing countr has its o"n stage of development# The stage of developing "ould affect a particular position in e-government adoption stages# 'ost developing countries are in the different stages "ith onl some interactive services to their citi(ens F;agner et al#, 2BB4E 'utula, 2BB:G# -nce returning !ac+ to the !arriers and !enefits of e-government adoption, it can !e figured out that the represent some factors of e-government adoption# $t can !e seen that there are some common factors influencing adoption of e-government among some developing countries since the are at a similar stage and in similar circumstances FAanaan, 2BB?G# The e-government is not a ne" discourseE ho"ever, the success of government initiatives to adopt such s stem depends on a num!er of factors# The e-government issue is a "ide area to conduct the research on, and man aspects of such an issue need to !e researched separatel to have a !etter share of ela!oration "hich leads to precise and valua!le contri!utions in this field# To attain a good practice of e-government, the most important issue to shed light on is the factors that affect e-government adoption# Actuall "e started collecting numerous factors from man pu!lications !ased on their categories either technical or non-technical - e#g#, social, organi(ational, political, and cultural - that are associated "ith the stages Fstatic, interaction, transaction, and integrationG "here the adoption process of e-government, in "hat stage FShareef et al#, 2B,BG# Based on the Rogers) $nnovation .iffusion Theor and other literature and surve ing on e-government, "e see a significant positive relationship !et"een
2J 1 a g e
the elements of diffusion and e-government adoption from a technical prospective in a "a that perceived !enefits through effective and secure $T infrastructure, such as services access, service integration, platform, net"or+, and data centre FTung C Riec+, 2BB:G# Also from the .elone and 'clean model of information s stem success, in order to achieve the success of an $S project, technological or technical issues at least - that is s stem Dualit - must !e considered "hich is accordingl influencing the user)s satisfaction directl , "hich in turn affect the adoption of an $S project, e-government F3ai C 1ires, 2B,BG# Therefore, "e decided to choose technical factors that are affecting e-government adoption as our research focus in order to have contri!ution of common meaning to the countries "hich face the same pro!lem of technical factors and ho" to manage them so that "e are narro"ing do"n the e&tensive topic as "ell#
,#2# 1ro!lem Area

Since organi(ational adoption has t"o scopes, non-technical and technical factors, the starting up of e-government is associated "ith the deplo ment of these scopes) resources# $n this research "e "ill identif technical factors affecting the adoption of e-government and investigate other factors that influence adoption of e-government services, particularl in the Sultanate of %igeria, ! handling si& e-government esta!lishments "hich are $nformation Technolog Authorit F$TAG, 'inistr of Education F'oEG, 'inistr of 0igher Education F'o0EG, 'uscat 'unicipalit F''G, 'inistr of 'anpo"er F'o'G and %igeria Government Tender Board FTBG# Furthermore, !ased on the report that has !een issued ! the /nited %ations, F2B,2G concerning e-government surve report, it stated that the Sultanate of %igeria has advanced from a ran+ of >2 out of ,?4 in 2B,B to a ran+ of <6 in the 2B,2, and that it attained ?2I in the first stage FemergingG, <6I in the second stage FenhancedG, 6>I in the third stage FtransactionalG, and :=I in the fourth stage FconnectedG# $n contrast "e found from the /nited %ations, F2B,2G concerning e-government surve report that some countries did achieve higher ran+ than %igeria and other developing countries as "ell, "hich sho"s us the pro!lem of "h %igeria did not achieve higher levelKran+ than "hat it did achieve currentl # Thus "e "ill go in-depth in the main government department that is managing the egovernment in %igeria and its services Fe-%igeriaG, "hich is $nformation Technolog Authorit F$TAG in %igeria, to investigate the technical factor affecting the adoption of e-government either of a ne" factor or an alread e&isting one, considered feasi!le to achieve that position, and "hich one needs to !e focused on more in order to cover the remaining percentage of 64I on stage four and other stages# 'oreover, "e "ill see "hat e&ternal pressures influence the management plan of those factors# This surel this "ill help the government to improve its current adoption process and "ill enhance the e-services of those projects#
,#4# Research Duestions

To leverage the full potential of e-government adoption, it is essential to identif the technical factors affecting the e-government adoption# To achieve the aforementioned purpose of this research "e addressed the follo"ing Duestion and su!-Duestions that should !e ans"ered clearl *
4J 1 a g e
L ;hat are the technical factors affecting the e-government adoption in %igeriaM o 0o" important is a certain factorM o 0o" could a factor !e managedM o $s the management of a factor affected ! e&ternal pressuresM $f an , "hat are the M -ur main Duestion is concerned the technical factors affecting the adoption of e-government in %igeria# The e&isting models and theories "ill lend a hand to e&tract some of these factors# 'oreover, this Duestion is also going to ta+e in consideration %igeria as an e&ample for this identification of those factors and !ecause the research pro!lem is to improve the egovernment ran+ in %igeria, "e decided to add su!-Duestions to increase our !enefit from this research and to have more ela!oration a!out ho" a certain factor is important and ho" it could !e managed# 'oreover, the management process of those factors ma influence not just ! internal pressures or limitations !ut can !e affected ! e&ternal limitations# Therefore, it is ver important to +no" those e&ternal pressures in order to learn ho" to manage a certain technical factor "ith the emergence of those limitations# 'oreover, those e&ternal pressures ma affect the decision ma+ing and also the process of adoption# The e-government as an electronic s stem can !e influenced either ! technical or nontechnical factors as e&plained !efore FAlad"ani, 2BB4E 1ulliam, 2BB:E S"art(, 2BB4G# -ur stud "ill address the technical factors as "e consider them elements "hich appear !ecause of using the technolog # And the appear as a result of technolog limitations or people technolog s+ills FAndersen, 2BB?G#
,#6# The stud purpose and o!jectives

As a major step to develop countries the tr to implement e-government and encourage the pu!lic to use e-services instead of traditional "a s# $t is o!vious that adoption of egovernment has increased in man countries over the "orld, !ut the rate of adoption varies from countr to countr , and also the factors "hich affect the adoption of e-government differ from developing countries to developed countries# /nfortunatel , the developing countries are more li+el to suffer from the technical factors rather than the developed countries on "hich the have less impact# There has !een a lac+ of specific research stud ing the technical factors affecting the adoption of e-government in the Sultanate of %igeria# As a practical o!jective to implement our findings, "e aim to identif and descri!e the technical factors affecting the adoption of e-government in si& different egovernment agencies and the management plan for those factors, in turn, to enhance the eservices of those agencies and to improve the development process of e-government adoption in %igeria ! illustrating the level of importance for technical factors in the current egovernment stages# 'oreover, this stud might !e helpful for other governments "hich are at the similar level of e-government stage and similar circumstances "ith %igeria# Sharing e&periences and learning lessons from other governments is ver important in egovernment initiatives# -ur stud "ould li+e to share %igeria government e&perience "ith other governments a!out the technical factors affecting the adoption of its e-government initiative#
6J 1 a g e
$n addition to the practical !enefits of discussing this topic, this stud also has academic relevance !ecause most of the previous literature has discussed non-technical factors affecting adoption of e-government, for e&ample, !ut not limited to* Chan et al# F2BB4G, .avison et al# F2BB:G, Gefen et al# F2BB2G, 3ee, Bra nov and Rao F2BB:G, ;ar+entin et al# F2BB2G, Gupta and 8ana F2BB4G, Ro!e and Saha F,??<G# 0o"ever, it appears o!vious that this research "ould cover the lac+ of studies particularl on technical factors, their management, and e&ternal pressure influencing management of these factors as "hole, "hich is affecting the adoption of e-government in developing countries# Since the e&isting studies concern the technical factors just addressed have !een vie"ed individuall from different perspectives as illustrated in ta!le F2#,G, so our research "ill add the comprehensive insight and address these factors together# Furthermore, our stud "ill contri!ute +no"ledge to the information s stem communit ! discussing a real e-government adoption case of %igeria as a developing countr # Therefore, the target group for this research stud can !e researchers from the academic "orld "ho are interested in e-government and its adoption process "ithin developing countries#
,#:# .elimitation
This research is discussing the technical factors affecting the adoption of e-government from the prospective of information s stem management of online services# $t does not discuss the technical issues from the s stem engineering or programming development prospective# The main aim is to cover those factors ! focusing on the information technolog architecture level "ithout going into the technical lo" level or ! anal (ing the development process# $n addition, this research focuses on the organi(ational adoption of e-government and does not discuss the users) Fciti(ensG opinion of those factors, so there is no need to involve citi(ens as a resource of data !ecause those factors) affects are "ell +no"n ! people "ho are in charge of the dealing process#
:J 1 a g e
2# Related literature revie" and theoretical foundation

This chapter includes comprehensive ideas that are needed to understand the research and its contents# $t contains information related to issues of pro!lem statement and research Duestions# $t starts ! e&plaining the definition of e-government and selecting the most suita!le definition for our stud # Then, it presents the e-government services, e-government stages, adoption process, and adoption level, since all of these topics highl correlate to our research as "ell as to !uild our understanding of these concepts, and also to ma+e us more careful "hile using those concepts# 'oreover, the technical factors affecting the adoption of e-government have !een collected from different previous studies and theories# Also, the management of the technical factors "as discussed as one of our interest in the research Duestions# 'oreover, the managerial e&ternal pressures have !een covered and included in our research frame"or+ at the end of the chapter#
2#,# .efinition of e-government

There is no standard definition of e-government and each researcher in this field tries to have his concept depend upon his stud purpose and o!jectives FSeifert C 1etersen, 2BB2G# The definitions are mainl covering !usiness, citi(en, government, technolog , process, or an economic vie"point FSeifert C 1etersen, 2BB2E $rani et al#, 2BB<E ;eera++od C .hillon, 2BB>G# According to the technical perspective, "e selected four definitions# First of all, The ;orld Ban+ F2B,2G defines e-government as NThe use of information technologies ! government agencies Fsuch as ;ide Area %et"or+s, the $nternet, and mo!ile computingG that have the a!ilit to transform relations "ith citi(ens, !usinesses, and other !ranches of government# This definition e&plains e-government as "ell as descri!ing the variet of egovernment tools and uses# Secondl , e-government is Nthe use of $CT to transform government ! ma+ing it more accessi!le, effective and accounta!le F$nfo.ev, 2BB2G# This definition descri!es e-government as a service availa!le through the $CT# Thirdl , e-government is Nthe use of information technolog in general and electronic commerce Fe-commerceG in particular, to provide citi(ens and organi(ations "ith more convenient access to government information and services O FTur!an et al#, 2BB2G# This definition clearl e&plains that there is a relationship !et"een e-commerce and e-government# Another definition ! the -EC. F2BB4G defines e-government as Nthe use of information and communication technologies, and particularl the $nternet, as a tool to achieve !etter government# This definition e&plains that e-government is not a ne" technolog !ut a use of !oth information and communication technologies li+e the $nternet as a tool to provide egovernment services to the pu!lic# From these definitions "e conclude that e-government is a techniDue of using e&isting tools and technologies to provide different online government services in order to give the citi(en and !usiness another option "hich is online government services in a form of digital services availa!le on the $nternet instead of traditional paper and ph sical visit#
<J 1 a g e
2#2# E-government services

The government esta!lishments aim to provide different t pes of e-services li+e health, education, tendering, ta&ation and emplo ment s stem, and those services var depending on the needs of the end-users# The management of e-government projects ma aim to offer services for citi(ens, emplo ees, !usiness or other government esta!lishments FSiau C 3ong, 2BB:E Fagan, 2BB<E Gon(ale( et al#, 2BB=E Ra et al#, 2B,,G# Therefore, this research is dealing "ith e-government projects "hich provide four main t pes of e-government services* Government-to-Citi(en FG2CG, Government-to-Business FG2BG, Government-to-Government FG2GG, and Government-to-Emplo ee FG2EG# These services can !e categories as follo"s* Government-to-Citi(en FG2CG G2C is the e-government endeavour in creating communication !et"een the government and their citi(ens FChun et al#, 2B,2G# G2C is the most important and valua!le part of e-government, since it is serving the entire citi(en population in a specific countr # This t pe of service is offered ! the government as an interaction !et"een !oth the government and the citi(ens# 1ortal "ith different government eservices to citi(ens is an e&ample of G2C# B using this portal, citi(ens are a!le to access different t pes of services offered ! the government such as education, emplo ment, health and famil # 'an governments give a high priorit to this categor , since it is serving the majorit of government services to citi(ens ! giving them another online services option# Government-to-Government FG2GG An +ind of government electronic services such as data, information and s stem sharing that interact !et"een different government departments are considered to !e G2G FBeh(adi et al#, 2B,2G# Government-to-Business FG2BG An t pe of services offered ! e-government !et"een the government and the !usiness communit is under this categor FBe non-.avies, 2BB=G# E&amples of G2B can !e registering !usinesses, government tender and pa ment of ta&es# Government-to-Emplo ee FG2EG Government and government emplo ees F0ussein et al#, 2B,,G, that is !asicall an t pe of online services ! the government to their emplo ees is considered to !e G2E# E&amples of G2E can !e the pa roll and ta& information#
2#4# E-government stages

As the increasing attention of e-government adoption is going on, the needs to determine the stages in e-government have to !e clarified in order to specif the reDuirements of the egovernment adoption in each stage to attain the success# Also it helps to avoid the comple&it in comparing and understanding the different studies) outcomes# .ifferent stage models for egovernment have !een suggested, not onl ! individual researchers !ut also ! institutions, some of them are similar stages, !ut the are named differentl FTan et al#, 2BB=G# For e&ample, A%A- model F,???G, SAFA. model F2BBBG, and 3a ne C 3ee model F2BB,G have
=J 1 a g e
four stagesE 0iller C Belanger)s model F2BB,G, Siau C 3ong model F2BB:G, and /%1A%)s model F2BB4G have five stagesE .eloitte)s model F2BB,G has si& stages# Also the /nited %ations .epartment of Economic and Social Affairs F/%.ESAG came up "ith the stages concerning e-government services# $t pointed out the four stages to develop the online services "hich are emerging, enhanced, transactional, and connected F/nited %ations, 2B,2G# $n 2B,2, the /nited %ations report integrated ,?4 countries over the "orld, including %igeria F/nited %ations, 2B,2G# These stages "ould !e affected ! the technical factors "ithin organi(ational adoption of egovernment# 'oreover, the role of the factors affecting the e-government adoption is different from e-government stage to another stage, and that can !e clearl identified !et"een developed countries "hich are in the earl stage and developing countries "hich are still in gro"th FAlghamdi et al#, 2B,,E Siau C 7uan, 2BB?E /nited %ations, 2B,2E 7im!o C -u+o, 2B,,G# Research studies considered the factors affecting the adoption of e-government "hich in turn needs to ta+e account of e-government stages, especiall if it involves a case stud FTung C Riec+, 2BB:E 7im!o C -u+o, 2B,,E Alshehr , 2BB>G# Therefore, this stud is using the /%.ESA report 2B,2 to descri!e the %igeria case stud in order to o!tain !enefits for other countries "hich "ere mentioned in that report as !eing at the same stages as %igeria egovernment or !elo" F/nited %ations, 2B,2G#
2#6# E-government adoption

3isted here are several approaches to the adoption process, first descri!ed ! Bourne F,?:?G as the diffusion of innovation more than fift ears old# Adoption in $T refers to the organi(ational decision to ma+e use of $T s stems to support the organi(ationPs functions, decision-ma+ing, and management of the !usiness FThong C 7ap, ,??:G# $t is considered as one of the si& stages of $T s stem implementation* initiation, adoption, adaptation, acceptance, use, and incorporation FA"on C Qmud, ,?>=G# Furthermore, Al-Tur+i and Tang F,??>G argue that the implementation as a process can !e separated into t"o main stagesE the adoption as a first stage and then the assimilation as the second stage# Spence F,??6G suggests five seDuential steps of the adoption process that are illustrated in figure F2#,G#
Figure 2#,* The adoption process FSource* Spence, ,??6G
$n addition, in this stud "e are going to use E!rahim at el F2BB4G and Tung C Riec+ F 2BB:G to define the adoption process as the seDuential government planned steps that aim to utili(e
>J 1 a g e
e-services to share data !et"een various government agencies and provide services to sta+eholders, as a !est practice of $CT# The factors affecting the adoption of e-government can !e divided into t"o parts* individual and organi(ational FB"al a C 0eal , 2B,BG# Titah and Bar+i F2BB<G have proposed that apart from organi(ational factors, individual adoption has a significant influence on the adoption of e-government services# ;ith strong reference to .avis) Technolog Acceptance 'odel FTA'G from ,?>?, it is +no"n that individual adoption has !een considered as the dominant characteristic that affects the intention to adopt or use the technolog F;ar+entin et al# 2BB2G# -n the other hand, organi(ational adoption has t"o scopes non-technical and technical factors, "e selected the organi(ational adoption of e-government !ecause it concerns the projects that "e tac+led in order to demonstrate the technical factors affecting the organi(ational adoption of e-government#
2#:# Technical factors affecting the adoption of e-government

Adoption of e-government reDuires several factors, "hether technical or non-technical, to !e successfull implemented FAlshehr , 2BB>G# $n this section, "e shall identif the technical factors that affect the adoption of e-government as revie"ed in previous research studies#
2#:#,# $CT $nfrastructure

$CT infrastructure is one of the significant factors "hich ma+e changes in the $nformation S stem F$SG issues# As it is mentioned a!ove, from the definition of e-government in section 2#,, $CT represents a critical +e for the adoption# ConseDuentl , $CT is found to enhance and speed up the adoption of e-government, in the sense of utili(ing technolog to save time and effort through colla!orating, cooperating and contri!uting "ith government agencies !ecause the $CT lies !ehind the success of e-government adoption# Also, $CT infrastructure should !e the main concern for e-government F'isni+ov, 2BB4E alshehr , 2BB>E /nited %ations, 2B,2G# Based on the $B' F2BB,G, it can !e noticed that the $CT infrastructure for an e-government involves technologies - "ith net"or+ readiness at the !eginning - including application servers, hard"are resources, soft"are, operating s stems, $nternet, "e!sites and data centre F$B', 2BB,E E!rahim C $rani , 2BB:E 'acasio, 2BB?G # This $CT infrastructure holds up the performance, data transformation, and storage "hich are necessar in the e-government services# 0ence, $CT infrastructure should !e prepared !efore e-government services can !e availa!le consistentl and effectivel F$B', 2BB,E E!rahim C $rani, 2BB:G# For e&ample, the computer net"or+ covering a particular area, as a component of $CT infrastructure, is e&tremel important to support attaining e-government adoption, in the sense of ma+ing interconnecting varieties of devices availa!le and providing information e&change among devices FStallings, 2BBBE Aurose C Ross, 2BB4G# Also the $nternet allo"s accessing government information and services from an "here and an time F;alc(uch et al#, 2BBBE Stallings, 2BBBE Singh ', 2BB2G# 'oreover, the server pla s a significant role in egovernment "hich reDuires a po"erful and high specification computer that can e&ecute and host applications that ena!le connection to serve reDuest through sending the response# These servers enhance communication across government net"or+ and information transmission ! providing high speed access to government data and services "ithin and !et"een organi(ations as online transactions and procurement services FStallings, 2BBBE $B', 2BB,E Aurose C Ross, 2BB4E E!rahim C $rani, 2BB:G#
?J 1 a g e
Furthermore, !ased on the Aumar et al#, F2BB=G Conceptual 'odel of e-government adoption, e-government adoption is affected ! "e!site design that provides perceived ease of use and perceived usefulness, ! user characteristics and ! users fulfilments "ith its services Dualit FAumar et al#, 2BB=G# Therefore, $CT must !e considered practicall as the first step to !e prepared for the egovernment adoption# $CT infrastructure provides the foundation for esta!lishing the services in e-government adoption# $CT developments ma+e possi!le the adoption of e-government and heighten the Dualit and the deliver of efficient services as "ell F3an+ C TraunmRller, 2BB,E 1ascual, 2BB4E B"al a C 0eal , 2B,BE B"al a# et al#, 2B,,G# Thus, this in turn, provides comprehensive readiness to e-government adoption# As B"al a C 0eale F2B,BG stated that appropriate $CT infrastructure affects confidentl on usa!ilit and correspondingl on 1erceived Ease of /se F1E/G and it "ill have a good influence on the overall intent to use and adopt e-government FB"al a C 0eal , 2B,BG#
2#:#2# $T Securit
Securit is treated as the most important concern in the online "orld F%i++hahan et al#, 2BB?G# Since e-government services are offered online to the pu!lic, $T securit is e&tremel important# The importance of $T securit is constantl gro"ing FSharma et al#, 2BB:G# $T securit is considered to !e one of the most significant divisions of information securit FEuting C ;eimert, 2BB?G# The main purposes of the information securit are protecting the information and guarantee to o!tain a!ilit , privac and honest of information FAljifri C %avarro, 2BB4E Elmarie C Elme, 2BBBE %ational $nstitute of Standards and Technolog , 2BBBE 1fhleeger, ,??=E 9on Solms, ,???G# The e-government services are freDuentl dealing "ith enormous amounts of private data F0ermann et al#, 2BB?E Q"eers C 1lanDueP, 2BB,G, "hich ma+es the $T securit in egovernment one of the most important technical factors that affect the adoption of egovernment, and "ithout it, the e-government project "ill !e a failure# $T securit is one of the main issues concerning the use of s stem, net"or+, dataOetc# $T securit must !e treated "ith great importance in e-government to ensure the securit of e-government services provided to the pu!lic# The $T securit is important from different perspectives such as from the e-government services as "ell as the pu!lic# There are man concerns related to $T securit , such as* identif users accessing the s stem "ith appropriate grant of access to specific e-government services, protection of dataKinformation against an t pe of computer scam, and s stem polic # To improve the securit and minimi(e the threat against the egovernment services in general, the government needs to !uild $nternet trust and to have a national securit standard# $n order to have a successful e-government project, the organi(ation needs to !e a"are of all securit issues "hich are needed to avoid an +ind of failures of the e-government project F0ermann et al#, 2BB?G# Securit is a crucial component in the development of citi(ens) assurance and their implementation of e-government F%i++hahan et al#, 2BB?G#
,BJ 1 a g e
2#:#4# $T Standards
$T is developing fast, and the need to have the same technolog t pe and criteria is an essential indicator that ma+es the "or+ compati!le, "hich is referred to as $CT standards FBorras, 2BB6G# Since different government agencies have different $T elements that ma confront pro!lems to function, integrate and interoperate "ith each otherE this might result in to e-government adoption comple&it # E-government is anticipated to ma+e availa!le access to all users from one single integrated gate"a # Furthermore, it necessitates the involvement of government agencies to contri!ute their data to meet usersP needs of e-government services F3a ne C 3ee, 2BB,E 9ishanth et al#, 2B,,G# 0ence, $T standards are reDuired to avoid an $CT o!stacles that "ould hold !ac+ the adoption of e-government s stems# Standards have !een descri!ed as conformit of s stem elements that "ould help soft"are and hard"are "ithin the s stem to !uild up ne" services differentl from each other# 0o"ever, the should !e appropriate and "ell-matched in "ith each other FAeen, ,??,E 9ishanth et al#, 2B,,G# $n addition, $CT standards have !een defined ! Freeman as Nspecification for hard"are and soft"are that are either "idel used and accepted or sanctioned ! a standard organi(ation FFreeman, 2BB<G# So in this case, to attain the adoption of e-government successfull , it is reDuired to standardi(e the $CT to facilitate the interaction !et"een government agencies e#g# using the same data!ase and other soft"are and hard"are to ensure the compati!ilit and avoid information redundanc # $t has !een argued that the $T standards guide for $T acDuirement, management, and utili(ation, and it ta+es action as interlin+ !et"een the use of ph sical and intellectual $T assets F% rhinen, 2BB<E 9ishanth et al#, 2B,,G# There are some advantages of technical interopera!ilit , such as it has minimal intellectual propert restrictions, or should !e ro alt -free on a logical and fair-minded !asis# Also the standards allo" technical interopera!ilit !et"een different products, and ena!le multiple competing implementations so that users are a!le to choose "hatever product the "ant "hereas the products "or+ in interopera!ilit properl F.e%ardis, 2BB?G# 'oreover, it helps to improve government)s efficienc , !uilding the +no"ledge econom FBorras, 2BB6G# So $T standards "ould !e considered as a technical factor of e-government adoption#
2#:#6# Technical e&pertise

$T e&pertise is the technological a!ilit needed to adopt e-government F-EC., 2BB4G# Therefore, it is considered to !e one of the essential reDuirements needed for the adoption of e-government# This technical e&pertise is considered to !e a ver important factor# There must !e such a technical e&pertise in order to move to"ard e-government services and to raise the level of e-government services provided from the e-government to the pu!lic# Authorities must move to"ards recogni(ing and certif ing the e&pertise reDuired for successful e-government F-EC., 2BB4G# To achieve a successful e-government project, various government agencies need to hire a Dualified $T e&pert in order to achieve the desired goal of e-government services# The e&istence of such e&pertise in different egovernment services "ould have a positive effect in enriching the services provided to the pu!lic# 'aintaining $T e&pertise inside the organi(ation is important F-EC., 2BB4G# 1roviding the necessar $T e&pertise to the government agencies to carr out the functions of e-government is a ver urgent need, especiall if the goal of these e&periences "ill raise the
,,J 1 a g e
productivit of e-government services as "ell as the management and maintenance "ith the reDuired +no"ledge and s+ills# E!rahim and $rani F2BB:G indicate that $T e&perts are increasingl leaving their jo!s in the government to "or+ in the private sector, due to the !etter offers the are getting# The government should consider offers for their $T e&pertise to avoid this issue, "hich is !asicall affecting their e-government services# The field of information technolog is changing ver fast, "hich ma+es urgent the need to train the $T e&perts to +eep pace "ith the ongoing evolution in technolog # E!rahim and $rani F2BB:G and 'oon F2BB2G argue that to improve the efficienc of e-government services, governmental departments need to move for"ard in their development of highl trained $T e&pertise# As a result the $T e&perts are up to date "ith the ne" practices and technologies related to the e-government, "hich "ill help them to accomplish their "or+ "ith high performance# The e&istence of such technical e&pertise "ill !e reflected positivel on the adoption of e-government#
2#:#:# Sources of technical factors

Ta!le 2#, sho"s our sources for those four technical factors, from previous studies "hich have used different theories, models, approaches and trusted literatures to investigate the technical factors affecting the adoption of e-government*
Ta!le 2#,* The sources of the technical factors

Technical factors $CT infrastructure Sources Alshehr , 2BB>E B"al a C 0eal , 2B,BE B"al a# et al#, 2B,,EE!rahim C $rani , 2BB:E 3en+ C TraunmRller, 2BB,E 'isni+ov, 2BB4E 1ascual, 2BB4E ;agner et al#,2BB4E Qmud C 'itchell,,??? Aljifri C %avarro, 2BB4E .ridi et al#,2BB,E 0ermann et al#, 2BB?E 8oshi et al#, 2BB,E Sharma et al#, 2BB:E Q"eers C 1lanDueP, 2BB, Borras, 2BB6E Castellano et al#, 2BB6E Aa "orth C Sam!arnurth , ,??=E Aeen, ,??,E 1ar+, 2BB:E Scholl, 2BB:E 9ishanth et al#, 2B,,E ;angler et al#, 2BB, E!rahim and $rani, 2BB:E -EC., 2BB4E Scatolini C Cordella, 2BB:E Siau C 3ong, 2BB:E 9entura, ,??:
$T Securit
$T Standard
Technical e&pertise
2#<# 'anagement of the technical factors

As countries implement e-government successfull , it is confirmed that the have !een placed in strategic initiatives and plans in order to attain the goals of e-government "hich are supporting citi(en services and government agencies communications FGil-GarcSa C 1ardo, 2BB:E Sharifi C 'anian, 2B,BE B"al a et al#, 2B,,G# As 0ollida and A"o+ F2BB6G stated there is a need for unit to coordinator and speed up the adoption ! enhancing and putting in place a proper $CT infrastructure and providing stead technical infrastructure# Coordinator as a centrali(ed initiative can support e-government adoption ! ensuring citi(en-centric
,2J 1 a g e
orientation, ensuring the !est $CT infrastructure "ith its optimal utili(ation and the interopera!ilit of different e-government departments) applications in order to "ell-control and monitor the e-government adoption F Gupta C Sridev, 2BB=E Sethi C Sethi, 2BB>G including supervision of esta!lishing a unified government net"or+s, ensuring securit , and providing $nternet connectivit through contracting "ith $CT industries # Besides, decentrali(ed implementation of e-government could lead to faster adoption of egovernment according to each one of the government)s departments, and its readiness and speediness of the e-government adoption as there is a difference in the technical competence of government)s departments FSethi C Sethi, 2BB>G# Thus, centrali(ed initiative and decentrali(ed implementation "ould !e a critical strateg to manage the e-government issues $n addition, it is important to setup a frame"or+ as a set of standards, !est practices and process management s stems to lessen ris+s and deliver !etter $T initiatives for starting egovernment adoption F0ollida C A"o+, 2BB6G# .esigning a frame"or+ is a good "a to chec+ $CT readiness and provide precise considerations a!out e-government adoption as a project "hich "ould help in preventing the diversion of limited resources to unsuccessful directions# Further, the frame"or+ can !e a guideline for similar issues to learn the factors that end up in the success or a failure of certain projects concerning e-government FGupta C Sridev, 2BB=G# Therefore !uilding a frame"or+ for e-government $CT and securit readiness "ill reduce trou!les related to unsuccessful e-government adoption FAlghamdi et al#, 2B,,G# $t serves as a common a!straction of an e-government strateg as long as it contains technical factors as +e ena!ler of e-government FRa!iah C 9andijc+, 2BB?G# $n addition, it "ould assist fostering the adoption of e-government through distri!ution of incu!ators as common services centres ever "here FAita, 2BB<G easil go to and provide the services to the pu!lic, since the adoption of e-government)s success or failure depends on the degree of acceptance and usage of $CTs and $T diffusion FShareef et al#, 2B,BG# Furthermore, to use of holistic approach to plan and get !enefit from others) e&periences F0ollida C A"o+, 2BB6G can drive to shorten the adoption e-government in a manner of starting from a point "here others reached so that !asicall the hurdles can !e avoided, rather than starting from scratch#
2#=# E&ternal pressures

The organi(ation management can !e affected ! e&ternal pressures are considered as outdoor elements FlimitationsG that influence !usiness o!jectives and the can !e derived from governmental policies, legislation, trade agreements, industr associations, competitors, local communities and the media F0osni C Ahalil, 2BB6E Sharma, 2BBBG# Accordingl , the e&ternal pressures in this stud are e&ternal limitations "hich are affecting the management of the technical factors from outside the ministr "hich could !e caused ! citi(ens, other ministries or non-government organi(ations# 2#># Summar of the chapter* Research frame"or+ Figure 2#2 sho"s our research frame"or+ "hich has !uilds the literature revie" of this chapter, related to research stud Duestions and o!jectives# First, starting from the definition
,4J 1 a g e
of e-government Fsee 2#,G, "hich highlights those components ! proposing the research definition# Second, at the top of the diagram, e&ternal pressures, as one of our research interests, considered as elements affecting the management of the technical factors as "ell as the e-government organi(ational adoption Fsee 2#=G therefore the e&ternal pressures as sho"n in the figure are outside the ministr and affecting those components Fmanagement of the technical factors, the technical factors and the organi(ational adoption of e-governmentG# Third, the management of technical factors Fsee 2#<G and the four stud ing technical factors Fsee 2#:G are surel affecting the organi(ational adoption Fsee 2#6G as discussed a!out the adoption process it considered as the seDuential government planed steps Finside the ministriesG that aim to utili(e e-services to share data!ase and confirmed ! the effect of the technical factors in the adoption process "hich ta+e the direction from the technical factors and its management to the organi(ational adoption of e-government Falshehr , 2BB>E Shareef et al#, 2B,BG# Finall regarding our research frame"or+, it is ver important to state that this research frame"or+ also includes the technical factors level of impotence "hich "ill !e determined ! the intervie"ees# This frame"or+ has !een used in this research for different purposes for e&ample in the design of the data collection method and empirical data anal sis and discussions, as it is in line "ith our research Duestions and purposes ! including the main conceptual frame"or+ of our research# $t supports our see+ing for information "hich is related to technical factors and the organi(ational management of those factors, the level of importance, and the e&ternal pressures#
,6J 1 a g e
E-Government E&ternal pressures
'anagement of the technical factors
The technical factors $CT infrastructure $T Securit $T Standards Technical e&pertise
-rgani(ational adoption
Figure 2#2* Research frame"or+
,:J 1 a g e
4# Research 'ethods
This stud focuses more on information collection rather than discover peoples) values and opinions a!out its main purposes# This stud aims to identif and descri!e the technical factors affecting the adoption of e-government# Therefore, the purpose of the stud is mostl in line "ith a descriptive stud FAe , ,??=E Se+aran, ,??2G# A deductive approach has !een used in this stud since it started ! e&amining "hat "as "ritten a!out the field in general and continued to develop a theoretical frame"or+ "hich "e used throughout the thesis# This can !e seen as a deductive approach as the e&isting theories "ere used as a foundation for the empirical stud #
4#,# 5ualitative stud

The Dualitative researcher tries to state events, actions, norms and values from the perspective of the studied o!jects in order to create a thorough understanding of e&perience F.en(in C 3incoln, 2BB:E 'ac+ et al#, 2BB:G# The information that is collected in a Dualitative stud is often descri!ed as more methodical than information in a Duantitative stud "hich is collecting data from a large num!er of people in order to generalise it for a larger population "ithin that field FBr man, ,??=G# $n this stud , "e intended to o!tain understanding of the o!jects that are studied# -ur intention "as to focus on a fe" o!jects rather than tr ing to generalise the findings to a large field# $t is clearl that the research Duestions and the purposes of the stud are more in line "ith the Dualitative approach#
4#2# Cases studies

The use of cases studies in this research is ver important to clarif the e-government environment "hich can !e influenced ! specific technical factors ! dealing "ith a real practice of managing such phenomena# That "ill give us, as researchers, more understanding of those factors, and our findings "ill !e more useful for decision ma+ers and other research see+ers as "ell# $n addition, a case stud is preferred "hen the stud is intended to ans"er Duestions li+e "hat and ho" F7in, 2BB4G# The investigator has little or no control of the events !ecause the stud is contemporar F7in, 2BB4G# $n this research "e are primaril focusing on this t pe of studies "hich depend on descriptive manner and need clear evidence from researchers a!out its conte&t ! using a real case FBlum!erg et al#, 2BB:G# -ur stud focuses on a contemporar conte&t "here the investigator intends to have no control over !ehaviours during the data collection F7in, 2BB4G# Therefore, according to 7in)s F2BB4G and Blum!erg et al#, F2BB:G arguments a case stud is prefera!le for such stud # ;e selected si& e-government agencies in %igeria "hich implement different e-government services and those agencies "ere of high-Dualit and match the international standards in the sense of completion and appl ing the conditions of the different e-government services F/%1A%, 2B,,E The Gulf Secretariat General, 2B,2E $TA'C-%igeria, 2B,E 'inistr of 'anpo"er-%igeria, 2B,,E 'uscat .ail -%igeria, 2B,,G, in order to ensure that our results are more relia!le and valid# That also "ill help to sho" different vie"points of those managers in dealing "ith such pro!lem Area# 'oreover, it gives us the chance to learn ho" those
,<J 1 a g e
esta!lishments could !e affected under different varia!les li+e e-government service t pes, num!er of users and management plans#
4#4# Research design

The research design is illustrated in the ne&t figure 4#,# $t sho"s that the literature revie"s started from the !eginning "hile "e "ere scoping and choosing our pro!lem and continues until the end# The e&planation of technical factors "hich are affecting the adoption of egovernment and other topics in chapter 2 of this thesis "ere supported ! different literature# Furthermore, some findings from %igeria case stud "ere discussed and anal sed from "hat has !een "ritten in that part# Also, "e follo"ed the same procedure for the results that "ere collected after the findings in order to e&plain them in our discussion and conclusions#
3iterature Revie"
T-n-goingU
Figure 4#,* Research design
,=J 1 a g e
4#6# .ata collection

.ata collection is descri!ed as a set of interrelated activities FCres"ell, 2BB=G# The main purpose of these activities is to collect information "hich could !e useful to find out the ans"ers to research Duestions# $n this research, "e applied a set of research methods to fulfil the main purposes of the stud # The adopted methodologies include firstl , literature revie" "hich "as done previousl to collect the data needed to support the main issues of our stud research Duestions# Secondl , multiple-e&perience studies through Dualitative intervie"s ! conducting a case anal sis in %igeria of multi- projects# Thirdl , supported documents provided ! ministries that implement those projects#
4#:# .ocumentation
.ocumentation that supported data resources in this research "as used in chapter 6 F%igeria case stud G and chapter : FFindings and discussionsG# $n chapter 6, it has !een used to provide !ac+ground information a!out the e-government case in %igeria and to descri!e the research involve ministries and their adoption of e-government# $n chapter :, it has !een used to fulfill the empirical data "hich needed to discuss the factors affecting the adoption of e-government in %igeria# .ocuments provided useful information that is reDuired to complete and supplement information that has !een founded ! other resources F7in, 2BB4G# .ocuments in stud research could involve reports, ne"spapers and online documents F1atton C 1atton, ,??BE 7in, 2BB4G# As 'erriam F,?>>G indicates, the use of this tool helped a great deal in revealing meanings, developing understanding and discovering the facts# 0o"ever, researchers must !e careful "hen using such instruments and not use them from un+no"n authors F'arshall C Rossman, 2BB<E 7in, 2BB4G# For this reason, documents used have !een collected from the government of %igeria "hich are from a relia!le source and reacha!le online from "ell +no"n organi(ations "e!sites# Ta!le 4#, sho"s !rief information a!out resource of documentation in this stud Fall of those resources "ere reacha!le in 4BKB6K2B,2G*
Ta!le 4#,* Resource of documentation

-rgani(ation %ame $nformation Technolog Authorit %igeria /nited %ations 1u!lic Administration %et"or+ F/%1A%G 'inistr of 'anpo"er - %igeria 'inistr of %ational Econom %igeria Tender Board - %igeria %igeria Educational 1ortal - %igeria The Gulf Secretariat General %um!er of resource 6 4 , , , , , -rgani(ation ;e!site
"""#ita#gov#om """#unpan#org """#manpo"er#gov#om """#mone#gov#om https*KKetendering#tender!oard#g ov#om """#moe#gov#om """#gcc-sg#org
,>J 1 a g e
4#<# 5ualitative intervie"s

As mentioned earlier, this stud used intervie"s to conduct this research in order to investigate technical factors "hich affected the adoption process of the e-government from a management point of vie"# For that reason, the !est "a to contact that group is the face to face intervie" FCres"ell, 2BB=G, !ecause, such detailed intervie"s can provide a close perspective on the real-life factors and ho" to manage and control them# 'oreover, in order to descri!e the functionalit of each esta!lishment, "e need to use the intervie" tool as the most supportive tool for this t pe of stud # /sing intervie"s helped to learn a!out the practical e&perience of implementing the egovernment s stem in each of the projects# The research topic reDuired +no"ledge from individuals "ho have !een involved in information s stem management of the e-services ! a having a conversation, face to face, in order to gain e&perience and more details in some aspects "hich are related to their "or+ing position# To conduct such intervie"s on such a limited num!er of people, the good method is the Semi-Structured intervie" as a data collection method FAvale C Brin+mann, 2BB?G# There is an advantage to use this t pe of intervie"s, as semi-structured intervie"s are helpful for comparison and involve less in the "a of intervie"ing s+ills FAumar, ,??<E 1reece et al#, 2BB2G# This techniDue gives us and intervie"ees more fle&i!ilit in as+ing and ans"ering Duestions, and the order of Duestions can !e changed or additional Duestions can !e as+ed to get details during the conversation, for e&ample, if a candidate !rings up an interesting ideas that "e had not prepared Duestions for F-ates 2BB<G# Thus, "e chose semi-structured intervie"s to conduct the intervie"s#
4#=# $ntervie"ees selection

The selection of respondents in a Dualitative stud is often depending on the purpose FBr man, ,??=G# $n the planning process of the intervie"s, a selection has to !e made among people, environments, events and social processes FAvale, ,??<G# -ne "a to conduct the selection is to choose persons, environments or o!jects that meet specific descriptions F'iles C 0u!erman, ,??6G# $ntervie"ees "ere chosen from government esta!lishments mainl depend on their position and "or+ing e&perience and that "as done through their organi(ations# As a further step, to ma+e sure that "e "ere going to meet the right person "ho "ould give us the most valua!le information, and to get a chance to intervie" some!od from those egovernment agencies, "e decided to create a reDuest letter that had a !ac+ground a!out us as researchers and a!out 3und /niversit and after clearl e&plaining our stud at the end of that letter "e as+ed them to choose the appropriate person "ho had the suita!le e&perience for this research FSee appendi& AG# Then, each one of us visited one of the targeted organi(ations to give them our reDuest letter and e&plain in detail, in case the as+ed us# B using that letter, the speed of conducting intervie"ees "as enhanced, and "e felt it gave them a solid foundation a!out our stud # Also, it "as helpful to conduct an intervie" "ith the most suita!le person "ho had e&perience in the field of research# As a result "e intervie"ed top managers in those projects# The num!er of intervie"ees from each government agenc and their position are illustrated in ta!le 4#2#
,?J 1 a g e
Ta!le 4#2* A!out $ntervie"ees

Government agenc 'inistr of 'anpo"er 'inistr of 0igher Education 'inistr of Education 'uscat 'unicipalit $nformation Technolog Authorit Tender Council $ntervie"ees %o# 2 , , 2 , , 1osition .irector 'anager 'iddle 'anager .irector 'anager .irector 'anager .irector 'anager 'iddle 'anager .irector 'anager 1roject 'anager
4#># $ntervie" guideline

$n this research stud "e "ould li+e to o!tain +no"ledge a!out the technical factors that are affecting the adoption of e-government in general and particularl in %igeria, as a case stud # 'oreover, "e "ould li+e to +no" the role of each factor and ho" those factors can !e managed and if the management process of a certain factor "as influenced ! e&ternal pressures or limitations, to increase the overall adoption speed of e-services# Therefore, "e opted for using the intervie" method to discover and descri!e those main o!jectives as the !est Dualitative method for this research# ;e chose Avale F,??<G intervie" approach as a guideline to perform research intervie"s# Avale)s F,??<G approach contains seven methodological stages "hich are themati(ing, designing intervie"s, transcri!ing, anal (ing, verif ing and reporting# The Dualitative research intervie" is a process of creating +no"ledge and that ta+e place ! the interaction !et"een the intervie"er and the intervie"eeE therefore the project should !e planned "ith the "hole process in mind FAvale C Brin+mann, 2BB?G# Figure F4#2G is sho"ing our management process of !uilding intervie"s*-
2BJ 1 a g e
Figure 4# 2* 'anagement process of !uilding intervie"s FThe source of seven stages* Avale, ,??<G
Those stages are lin+ed to each other and each one is completing the ne&t one as sho"n in the figure# This approach aims to ma+e the anal (ing process and the dra"ing of conclusions eas # Furthermore, that "ill impact on the overall Dualit of the intervie"s FSeale, ,???E Avale C Brin+mann, 2BB?G#
At the themati(ing stage, as a foundation step of +no"ledge creation, "e clarif the su!ject and the purpose of our stud to clearl +no" "hat "e are a!out to discover and to ma+e sure that our Duestions are totall lin+ed to the main goals of our stud # 5uestions must !e designed in the intervie" depending on the num!er of the su!jects "hich are going to !e studied and having too fe" "ill ma+e the stud unrelia!le and having too man "ill ma+e it un"ield FAvale, ,??<G# As a result, at the designing stage, "e decided to use three main topics as info-structure and guideline of our intervie" Duestions "hich "ere totall lin+ed not onl to our research Duestions Fsee ,#4G, !ut also to the research frame"or+ Fsee Figure 2#2G# The first group of Duestions is related to e-government adoption and aims to give us !ac+ground information a!out the e-government project in a specific organi(ation to descri!e it later on at the !eginning of the project discussion# The second topic of our intervie" guideline is technical factors affecting the adoption of e-government that contains Duestions related to the first research Duestion and its first su!-Duestion Ftechnical factors affecting the e-government adoption and ho" a certain factor is importantG# $n this part, "e as+ed the participant a!out the technical factors "hich "ere discovered from literature revie" as "ell as if heKshe "ould li+e to add an ne" technical factor to our list !ecause that is one of our research interest# The third main part of our design, !ut not the last, is a!out the management of a factor# $t includes the last t"o su!-Duestions of our research !ecause !oth of them are discussing the management and the e&ternal pressures of each factor including the ne" factor if "e discover an from the intervie"ee discussion progress# $n our design "e also too+ in consideration the time involved for each intervie", and "e mostl limit that to !e less than 6: minutes, as "e designed Duestions directl targeting a needed point "ith lo" generali(ation of meaning F$ntervie" guideline, see appendices BG# Three additional sections have !een added to our intervie" design template F$ntroduction, opening and closingG# As the researcher needs to descri!e the stud , the purpose of it to the respondents, also descri!e ho" the intervie" process "ill ta+e place, as "ell as give an overvie" of "hat ideas "ill !e discussed at the launch of the intervie" to avoid losing time later on FAvale, ,??<G# Also, to ensure relia!ilit , validit and ethical aspects, "e decided to add the opening and closing sections FSeale, ,???G# ;e e&plained the need for those sections in the research Dualit of this chapter FSee 4#,,G# $n total, "e ended up "ith si& sections "hich are organi(ed and depending not just in our interest of research, !ut also to support our final e&pectations of the findings and other coming stages of conducting the Dualitative intervie"# After "e had a strong design, "e continued to conduct the intervie"s as the third step of our frame"or+ F$ntervie" guideline, see appendices BG#
4#?# Conducting intervie"s

As a preparation step !efore conducting the intervie"s, "e decided to improve our +no"ledge and to have all the intervie" eDuipment read # A"areness of "hat information to search for increases the Dualit of the intervie" FAvale, ,??<G# $n order to gain +no"ledge "ithin the field of e-government in general, and a!out the main topics of our research in particular, "e read articles and studied theories !efore the intervie"s "ere conducted# As far as "as possi!le, "e also tried to gain information a!out the candidates and their organi(ations and "or+ing position that could !e relevant for the intervie"s# As preparation, and to avoid an pro!lems that can occur as a result of intervie" recording, "e used to test our recorder in
2,J 1 a g e 22J
advance and "e had at least t"o recorders as a !ac+up# Also, "e divided the jo! among us so one "ould conduct the intervie" and pa more attention to the intervie"ees, and the second "ould "rite the transcript to prevent losing information as a result of record damage or intervie"ees) interaction# Semi-structured, face to face intervie", "ere conducted during the month of April 2B,2, in the Sultanate of %igeria, using the intervie" guideline FAppendi& BG, "hich "as developed for this research#
4#,B# .ata transcription and anal ses

Researcher anal sis process of the intervie" mostl depends on the transcription stage FAvale, ,??<G# Transcri!ing involves !uilding a ver!atim te&t of each intervie" ! "riting out each Duestion and its response using the audio recording# The intervie"er)s side notes should also !e included in the transcription, and properl la!elled in a separate column# Actuall , after the intervie"s had !een conducted "ithin t"o "ee+s, immediatel the transcriptions "ere completed in nine da s ! those "ho had done them, using the same procedures, so that the could remem!er "hatever "as said in the intervie"s, in case an thing "as not !e clear from the recording tapes# $t too+ an average of 6 to,B hours to transcri!e ,: to =: minutes of intervie", since the transcri!ers had different t ping s+ills, "hich resulted in :-,, single-spaced pages# %e&t, "e sent the transcription to the intervie"ee to ensure relia!ilit and an information that the might have missed during the intervie"# After that, "e coded the transcription, !ased on our Duestions theme, in order to anal (e the data# The ta!le 4#4 !elo" sho"s the themes of coding "ere designed from our Duestions, in ho" "e applied themati(ed transcriptions# B doing so it assisted us to collect rapidl the needed information "hich had !een ans"ered from the Duestions# Ta!le4#4 sho"s the coding themes "e used*
24J 1 a g e
Ta!le 4#4* Coding areas

Code 1#$ A#S -#F %#F '#$nfr '#Sec '#Sta '#E&p E#1#$nfr E#1#Sec E#1#Sta E#1#E&p Area 1roject $nformation Adoption speed -rdering Factors %e" factors 'anaging $CT $nfrastructure 'anaging Securit 'anaging $T Standard 'anaging Technical E&pertise E&ternal 1ressure affect $CT $nfrastructure E&ternal 1ressure affect securit E&ternal 1ressure affect $T standards E&ternal 1ressure affect E&planation Giving some !ac+ground a!out the e-government project in the organi(ation and since "hen the ministr adopt the egovernment# E-government adoption overall speed in the Sultanate of %igeria and particularl in the organi(ation 0o" the factors can !e ordered !ased on the importance concerning e-government adoption $s there an ne" factor that might !e added that affects the adoptionM 0o" $CT $nfrastructure could !e managed and "hat is the management plan for that# 0o" Securit can !e managed, "hat is the management plan for that# 0o" $T Standard can !e managed and "hat is the management plan for that# 0o" Technical E&pertise can !e managed and "hat is the management plan for that# ;hat e&ternal pressures affect the managing of $CT infrastructureM ;hat e&ternal pressures affect the managing of securit M ;hat e&ternal pressures affect the managing of $T standardsM ;hat e&ternal pressures affect the managing of Technical E&pertiseM
;e +ept the code of the ministr )s projects in a "a that indicate its name# Also, "e added the intervie"ees) names, since there "as no confidentiall issue to consider, and after as+ing for their permission, Furthermore, "e designed our o"n inde&ing scheme, so that it "ould !e clear to ourselves as "ell as others "ho read this thesis, to come across "ith the empirical and the anal (ed data# The coding com!ines the ministr )s project code, the intervie"ee, and the paragraph num!er of the intervie"ee)s ans"er#
Ta!le 46* 'inistr Hs project code

'inistr Hs 1roject 'inistr of 'anpo"er 'inistr of 0igher Education 'inistr of Education 'uscat 'unicipalit $nformation Technolog Authorit Tender Board Code 'o' 'o0E 'oE '' $TA TB
26J 1 a g e
E&ample of inde& coding of intervie"* 'o'-,-F4G* 'o' V 'inistr of 'anpo"er intervie", ,V the first intervie"ee, F4G V paragraph num!er of intervie"ee)s response# Ta!le 4#: sho"s an e&ample of intervie" transcript from the first intervie"ee Tender Board, sho"ing Duotes of paragraph three and four*
Ta!le 4#:* E&ample of intervie" transcript

$nde& TB-,-, Theme Transcript ;e* T###First of all "e "ould li+e ou to give us a !ac+ground a!out this project, and tell us "hen the initial start of it too+ placeU# 1#$ 'R# .EE1AA* TThis project is part of an e-governance initiative ! the Sultanate and "as initiated in 2BB< ! a tender !oard, after an international tender, and it "as finali(ed in 2BB>, on Septem!er ,:th , so after that the project started on,,th %ovem!er 2BB>U# ;e* T$f "e tal+ a!out the four technical factors "e have in this intervie", "e have infrastructure "hich consists of $nternet, net"or+ and data-centre# Another technical factor is $T securit # A third one is $T standards and the final one is Technical e&pertise# %o" if "e as+ to order this, "hich one "ould ou give the first priorit , or sa is the most important technical factorMU# 'R# .EE1AA* TThe first thing $ "ill !e giving ou is infrastructure, !ecause "ithout infrastructure "e cannot do an thing# Second, is technical e&pertise, third is $T securit and fourth are the $T standardsO#U#
TB-,-:
-#F
As a descriptive research, "e thin+ it is !etter to follo" the categori(ing method to create a conclusion and farther actions from the anal sis results# Through connecting the theoretical and empirical findings, the respondents) points of vie" have !een anal (ed in a "a !ased on the theoretical frame"or+ Ffigure 2#2G and concepts developed in the literature revie"# ;e started descri!ing their responses !ased on the structure that "e did design in the theoretical frame"or+E covering the importance of the factors, the management of these factors, and the e&ternal pressures that affect the management of factorsE "e put them in the ta!les so that it sho"s all of their responses clearl and as a guide to our anal sis# Then "e discussed their responses, "hether the connect to the literature revie"s "ith some interpretations# Finall , "e end up "ith a conclusion "hich ans"ers our Duestions and accomplishes our research purpose as "ell# At the !eginning, the concept of e-government definition, e-government services and egovernment stages are interlin+ed to the chapter four, "hich is the %igeria Case - to give a preliminar picture to empirical data follo"ed this chapter to assist in understanding the situation in %igeria concerning e-government adoption# Then e-government adoption processes "ere revie"ed in the literature to clarif the continuit of the adoption in the e-government
2:J 1 a g e
and to guide us to the e-government adoption levels - organi(ational and individual adoption - "hich in turn reflect our selection of the projects related to the ministries or agencies# At the end, "e connected the importance of the technical factors affecting the adoption of egovernment, the management of these factors, and the e&ternal pressures that influence the technical factors managements in the literatures revie" along "ith the empirical data and conseDuentiall reached the finding "hich has !een discussed and anal (ed in chapter five# After that, "e reached our conclusion "hich represents our ans"ers to the research Duestions#
4#,,# Research Dualit

The Dualit of the stud during the data collection and the data anal sis is ver important and must !e reflected in an t pe of stud F'iles C 0u!erman, ,??6, Seale, ,???G# The most common "a s to ensure the Dualit of scientific stud is ! relia!ilit , validit and ethical aspects and avoid research !ias FSeale, ,???G# $n the ne&t conte&t "e are going to "rite a!out those three main points#
4#,,#,#Relia!ilit
Relia!ilit is an important aspect that needs to !e considered in a stud # As Seale F,???G* illustrated in his !oo+, if the stud is repeated "ith the same method, !ut "ith another researcher, and it sho"s the same outcomes, then the relia!ilit in the stud is high# There is a ris+ that the individual +no"ledge !asis and preconceived ideas of a researcher can influence the stud and its findings F7in, 2BB4G# 1eople interpret the "orld using their earlier e&periences, +no"ledge and preconceived ideas# Therefore, to ensure a!out the Dualit researchers must ensure that these interpretations are real and must implement some solutions FGilovich, ,??,, Seale, ,???G# As researchers "e must !e a"are of this t pe of ris+, especiall at the creation process of the intervie" Duestions, !ecause the respondents) ans"ers "ill impact the final findings# Secondl , the internments and the respondents) can influence the researcher too# Before starting data collection and the data anal sis process "e have to +eep in mind those ris+s# $n order to ensure the relia!ilit of intervie" transcription, it is recommended to let t"o persons, independent of each other, print the material and note differences# Also, "e sent their transcription to the intervie"ee to chec+ if the real facts has !een recorded# $n this research, in order to avoid an mista+es "e use !oth of those "a s Fanother person chec+ing and the respondent chec+ingG# As sho"n in our final design of intervie", "e added a special section at the end as+ing the intervie"ee for his chec+ing of our transcript FAppendi& BG# 'oreover, as e&plained !efore, "e made intervie"s in pairs to compare the final "or+ of t"o persons#
4#,,#2#9alidit
9alidit means that a method studies "hat it assumes to stud F'iles C 0u!erman, ,??6E Seale, ,???G# -ne of the difficulties of the Dualitative intervie"s is to ensure that the intervie"er has understood the respondents correctl # 1reconceived ideas in com!ination "ith personal, political and cultural values could interpret the intervie"s FAvale, ,??<G# Avale F,??<G proposed the approval of the transcriptions ! the respondents as a solution to improve the validit of the intervie"s# Thus, if the respondents consider the transcriptions or the summar is not in line "ith their opinions, a ne" collection of data must !e done, follo"ed ! a repetition of the controlling procedure F7in, 2BB4G# As can !e seen in our intervie"
2<J 1 a g e
guideline FAppendi& BG, at the end of the intervie"s "e collected the intervie"ees) e-mail addresses to send them our transcriptions# As a result of that process, "e have not found an clashes !et"een our transcripts and the intervie"ees) opinions# Therefore, to ensure a!out the validit in this stud , "e gave respondents the o!jectives of this stud and the main purpose of it "ith a detailed description of the "or+ flo" at the !eginning of the intervie" and that is the purpose of the introduction part in our intervie" design, and the letter "hich "as sent to ministries !efore conducting intervie"s FSee appendi& AG# 'oreover, also as a strateg , the findings "ere e&amined ! "hat has !een found in the literature revie"s# This stud also used theoretical literature ! dra"ing on more than one theoretical perspective from man authorsE especiall "hen "e cover important data "hich are related to the main purpose of our stud #
4#,,#4#Ethical aspects
The consideration of ethical aspects also must !e ta+en into account to ensure a!out the Dualit of the stud FSeale, ,???E Avale C Brin+mann, 2BB?G# According to $srael and 0a F2BB<G, no stud can !e perfect if it is conducted in a "a that contradicts ethical values standards# $t is necessar to reflect on "hat actions are right and "rong and ho" the stud can have an influence on people# Actuall "e considered ethical aspects !efore, during and after the stud # As 'iles C 0u!erman F,??6G recommended, "e e&plained to the respondents a!out the advantages and disadvantages "hen the participate in the stud # $ntervie"s allo" participants to consider the su!ject and Duestions could give them a "ide reflection a!out those challenges# This stud is going to !e ver useful, as "e hope, not just for the respondents, !ut also for other people "ho "ould li+e to get advantages from understanding such research# Before the intervie"s start off, an approval of participation should !e ta+en FAvale, ,??<E 'iles C 0u!erman, ,??6G# Therefore, "e did descri!e the stud , purpose of it for the respondentsE also "e descri!ed ho" the intervie" process "ill !e going and give an overvie" of "hat ideas "ill !e discussed# At the end "e as+ed the respondents for approval of using their names in the stud # 3uc+il , "e got approval from all intervie"ees to use their names in our stud #
4#,,#6#Bias
Bias in research are Ns stematic error that are deriving from a conscious or unconscious tendenc on the part of a researcher to produce data, andKor to interpret them, in a "a that inclines to"ards erroneous conclusions "hich are in line "ith his or her commitments F0ammersle C Gomm ,??=G# Bias can !e caused ! different recourses li+e the sampling of time, places, events, people, issues, availa!ilit and relia!ilit of sources, and researchers) preferences F%orris, ,??=G# $n this research, the literature revie"s that are used come from different sources in order to remove opinions that come from onl one author F0ammersle C Gomm ,??=E %orris, ,??=G# For the sampling of participants, "e intervie"ed people that "e did not +no" !efore# The "ere selected from their organi(ation as a !est person for our research o!jectives after visiting them on site, as a first step !efore conducting the intervie"s and after giving them a letter a!out the main purpose of this stud # 'oreover, this research
2=J 1 a g e
"as revie"ed ! us and a language chec+er in order to remove some !iases that "e did not notice#
4#,,#:#Generali(a!ilit
$t is ver comple& to come up "ith a generali(ed stud for the technical factors affecting the e-government "hich can !e useful for all situations of e-government adoption, !ecause that depends on $T infrastructures as "ell as the features of e-government adoption in the countr # This is !elieved to assist %igeria and other countries that have similar characteristics across +e varia!les in the upta+e and strategic planning for e-government# This stud is using the /%.ESA report 2B,2 to descri!e %igeria e-government in order to o!tain !enefits for other countries "hich have !een mentioned in that report# $t must !e emphasi(ed, ho"ever, that this is not a comparative stud "hich can generali(e for all of the e-government adoptions# Accordingl , those factors have !een discussed "ith a limited num!er of information s stem managers "ho have a technical e&perience in each of the chosen e- government projects "ithout intervie"ing all the technical staff in different levels, and that is also regardless of the limitation on the research time# To insure a!out the Dualit of the research, the +e $T managers have !een intervie"ed Fsee ta!le 4#2G#
2>J 1 a g e
6# %igeria case stud

This chapter starts ! introducing general information a!out %igeria !ecause it is ver important to +no" a!out the geographic and statistical information of the population and the total si(e of %igeria $T mar+et, this description is ver useful to understand later discussion a!out the technical factors in the ne&t chapter# 'oreover, it contains information a!out egovernment adoption in %igeria and its current stage to ma+e this research more useful for other governments "ho "ould li+e to gain e&perience from such case stud # Furthermore, this chapter introduces the government agencies "hich is involved in the stud , starting from the $nformation Technolog Authorit F$TAG, "hich is the main government unit ta+ing care of the e-government in %igeria, follo"ed ! another five government esta!lishments, 'inistr of Education F'oEG, 'inistr of 0igher Education F'o0EG, 'uscat 'unicipalit F''G, 'inistr of 'anpo"er F'o'G and %igeria Government Tender Board FTBG#
6#,# A!out the Sultanate of %igeria

The Sultanate of %igeria is located in South"est Asia, in the southeast part of the Ara!ian 1eninsula, near the /nited Ara! Emirates F/AEG, Saudi Ara!ia and 7emen, "ith the third largest land area in the Ara!ian 1eninsula, a!out 4B?#: thousand sDuare +ms, and a coastline of ,=BB +ms# $t is !ounded in the northeast ! the Gulf of %igeria and in the southeast ! the Ara!ian Sea# According to the 'inistr of %ational Econom , in 2B,,, %igeria had a population of 2#==4 million people F'inistr of %ational Econom - %igeria, 2B,,G# According to the N%igeria $nformation Technolog Report F2B,,G, the total si(e of %igeria $T mar+et in 2B,, "as forecasted ! B'$ to !e a!out /SW44?mn, raised from /SW4,6mn in 2B,B F1R3og, 2B,,G# B'$ e&pects there to !e a Compound Annual Gro"th Rate FCAGRG of =I for 2B,,- 2B,: in the Sultanate of %igeria Fi!idG#
6#2# E-government adoption progress

%igeria, li+e man developing countries, adopted e-government ever late in the earl t"entieth centur , i#e# onl nine ears ago and mainl it influenced ! the rapid development in $CT felid FAlEsmaeli, 2BB2E AlShihi, 2BB<E Ernst C 7oung, 2BB2E ESC;A, 2B,,G# The /nited %ations Economic and Social Commission for ;estern Asia FESC;A, 2B,,G descri!ed %igeria)s $CT policies and strategies as having clear $CT plans and o!jectives "hich has assigned a specific national entit to achieve its goals# Further, ESC;A commented that since 2BB4, the %igeriai government adopts a national digital strateg , +no"n as e-%igeria# The e-%igeria initiatives contain a "ide range of initiatives and services designed to electronicall transform the government and pave the "a for a +no"ledge-!ased econom # Toda , this strateg is supervised and implemented ! an independent government unit called $nformation Technolog Authorit F$TAG, "hich "as esta!lished in 'a 2BB< to complement %igeriaPs economic vision 2B2B F$nformation Technolog Authorit - %igeria, 2B,BE $TA-2G# $TA, as part of its o!jective, is to improve the efficienc of government services, enhance the activities of !usinesses, enrich individuals "ith competence and direct %igeria to"ards !ecoming a sustaina!le +no"ledge-!ased econom # A num!er of infrastructure projects have !een implemented to serve the purpose of e-%igeria as launching of the official e-government
2?J 1 a g e
services portal and %ational .ata Centre, esta!lishing e-pa ment gate"a , and connecting schools 9ia 9er Small Aperture Terminal FESC;A, 2B,,E $nformation Technolog Authorit - %igeria, 2B,BG# As an evaluation for the adoption of e-government for the countr ESC;A F2B,,G noticed %igeria)s government has allocated financial resources to $CT projects and e&hi!ited good political leadership in producing a clear $CT strateg , a clear $CT operational plan and strategies for !oth $CT technolog incu!ators and research facilities# $n addition, the /nited %ations !od in its last three reports illustrated there "ere opportunities for improvement in %igeria)s $CT infrastructure, including further development of research facilities, telecommunications, and the technolog incu!ator initiative FESC;A, 2BB=E ESC;A, 2BB?E ESC;A, 2B,,G# ESC;A Dualified %igeria for maturit level 4 in 2B,, out of four levels as one of ESC;A mem!er countr "hich loo+s li+e Eg pt, 8ordan, Au"ait, and Saudi Ara!ia# Regarding the speed of e-government adoption process in %igeria an official from $nformation Technolog Authorit indicated NThe speed of e-government adoption process is something in !et"een the slo" and medium and that is mostl influenced ! citi(ens) a"areness and interest F$TA-,2G# 'oreover, that "as supported ! other intervie"ees from t"o ministries, %igeria Government Tender Board and 'uscat 'unicipalit FTB-6E ''-,-:G# Therefore, as e&plained ! Spence F,??6G, the adoption process contains five seDuential steps starting "ith a"areness and interest, thus the adoption process in %igeria is struggling at those t"o steps#
6#4# Current e-government stages

%igeria)s rapid progress in the use of $CT is confirmed ! the /nited %ations !iannual egovernment surve F/nited %ations, 2B,2G that sho"s %igeria is ran+ed ,<th in the "orld on the /% e-participation inde& Fe-participation inde& is indicative on ho" governments create an environment in "hich citi(ens can !e more active and supportive of their governmentsG# An official from $TA illustrated NX###Y there is also good improvement in terms of online citi(en and !usiness services inde&, this accomplishment indicates $TA strategic plans are ielding results X###Y F$TA-4BG# The ran+ing for e-services in 2B,2 is at 4: compared to its position of :: in the 2B,B report F/nited %ations, 2B,BE /nited %ations, 2B,2G# $n the same "a , %igeria has improved its overall ran+ing on the /% e-government development inde&, moving from its last position >2nd to <6th out of ,?4 countries, a move ahead of ,> positions from 2B,B Fi!idG# %igeria e-government components in that report have !een evaluated from the points of eservices, e-participation, telecom infrastructure, and human capital F/nited %ations, 2B,2E $TA-4BG# Comprising the e-services inde&, four sections correspond to the four stages of egovernment development Femerging, enhanced, transactional, and connectedG# Ta!le 6#, sho"s the ran+ of %igeria e-government in those four stages as "ell as some of the countries "hich are near to %igeria stages# The Sultanate of %igeria attained ?2I in the emerging stage, <6I in the enhanced stage, 6>I in the transactional stage, and :=I in the connected stage F/nited %ations, 2B,2G# The /nited %ations e-government surve F2B,2G considered %igeria egovernment at :=I on stage four, la!elled connected, "hich represents the most sophisticated level in the online e-government initiatives F/nited %ations, 2B,2G#
4BJ 1 a g e
Ta!le 6#,* %igeria e-government stages in 2B,2 FSource* /nited %ations, 2B,2G#
Countr 5atar 'e&ico 3ithuania 3u&em!ourg 0ungar Bra(il El Salvador S"it(erland %igeria Slovenia Russian Federation 1ortugal Belgium Croatia 'alta Eg pt Georgia
-nline Service $nde& 9alue

B#=4>< B#B=42 B#<??4 B#B<??4 B#<><4 B#<=42 B#<=42 B#<=42 B#<<<= B#<<<= B#<<B, B#<:4< B#<6=, B#<6B: B#<,66 B#<B,4 B#<B,4
Stage $ I
>4I ,BBI >4I ,BBI ,BBI ,BBI ,BBI ,BBI ?2I ,BBI ,BBI ,BBI ,BBI ,BBI ,BBI ,BBI ,BBI
Stage $$ I
<6I <?I <=I <?I <?I <6I =,I >>I <6I =,I <=I =6I <6I =<I <2I <6I ::I
Stage $$$ I
<2I <2I :6I <2I :6I 6>I 4>I 6<I 6>I :<I 4:I 62I <:I 66I 6>I 2=I :>I
Stage $9 I
<6I :=I :?I 6?I :2I :=I :?I 64I :=I 6:I <2I :,I 4>I 6:I 6:I :=I 4?I
Total I
<:I <6I <2I <,I <BI :?I :?I :?I :>I :>I :>I :=I :=I :<I :6I :4I :4I
6#6# Government agencies involved in the stud

$n this research stud , si& e-government esta!lishments "ere involved# $TA as a supervision e-government unit in %igeria and another five ministries "hich implement the most sensitive egovernment projects in %igeria# $n the follo"ing lines "e "ill discuss the !ac+ground of each of those agencies, its role in the government, e-government project and the adoption process speed#
6#6#,# $nformation Technolog Authorit F$TAG

$TA is responsi!le for implementing national $T infrastructure projects and supervising all projects related to .igital %igeria Strateg implementation Fe-%igeriaG, "hile providing professional and technical leadership to a range of the Sultanate)s e-government initiatives F$nformation Technolog Authorit - %igeria, 2BB=G# $n general, the adopted approach of the strateg is that it includes e-government as "ell as %igeria digital societ issues# An intervie"ee from $TA said NXOY "e aim to create an effective government-communit -citi(en infrastructure that provides !etter pu!lic services to %igeriai people X###Y F$TA-2G# The $TA vision outlines the main goals as it continues to move to"ards reali(ing the strateg # $t can !e summari(ed in the follo"ing F$nformation Technolog Authorit - %igeria, 2BB=G* ,# Citi(ens have the +no"ledge, means and tools to interact digitall , access the $nternet and use e-Services efficientl and safel an "here and an time in %igeria# $n addition, the are made a"are of offered e-government services and prefer to interact "ith government services electronicall rather than manuall #
4,J 1 a g e
2# The %igeriai $T industr is supplied "ith the resources and tools to transform $T !usiness ideas into products and services that address mar+et needs of the government to moderni(e and enhance infrastructure, applications and services# 4# Government services "ill !e made more efficient, automated and offered online to citi(ens, !usinesses, emplo ees and other Government agencies# E-services shall !e integrated end-to-end across agencies and offered online "ith high level of availa!ilit , usa!ilit and securit # 6# Government infrastructure and applications "ill !e moderni(ed and made more compliant to common government standards pu!lished ! $TA and "ill !e geared to"ards achieving efficienc , service automation and the desired level of !usiness continuit # :# Government $T staff "ill !e highl trained and a!le to operate increasingl comple& infrastructures ! training and s+ills development programs associated "ith the utili(ed technolog and architecture standards#
6#6#2# %igeria Government Tender Board FTBG

The TB "as esta!lished in ,?=2 to manage and implement all tenders in various state government agencies# Since that time, all government tenders printed in %igeriai ne"spapers are to notif the !usiness communit in the Sultanate of %igeria FTender Board - %igeria, 2B,2G# The Sultanate of %igeria)s government launched a ne" e-government project called %igeria TB Fe-tenderingG, it "as started in 2BB< as part of e-%igeria initiative to have all government tenders and !idders online FTB-,G# The main purpose of e-tendering is to s stemati(e and simplif the process of the government authorities) tendering less than one centrali(ed s stem ! the TB F$nformation Technolog Authorit - %igeria, 2B,2E TB-,G# The adoption speed of the e-government is slo" FTB-6G, the reason !ehind that is the practice of several ears ago of tendering in TB, "hich needs more time, effort and slo"s the adoption speed of such e-government project "hich, step ! step, tries to reach the needed level of the adoption FTB-6G# The reasons "h "e selected this project, is that "e !elieve it to !e a national project# A professional from the TB stressed that ! sa ing NThis is a national project and $ thin+ definitel this is going to change the "a "e do tendering right no" FTB-,G# Another reason is that one of the !est e-government services "hich has G2G and G2B services, offers the government authorities to do the tendering as "ell as offering the private sector to do !idders# A third reason, TB "on the ,st pri(e in 2B,, as G2G project among >: projects at the Gulf Cooperation Council FGCCG e-government a"ards in %ovem!er ,4 th, 2B,, FTender Board %igeria, 2B,2G, GCC countries are* Au"ait, /nited Ara! Emirates, Aingdom of Saudi Ara!ia, 5atar, Bahrain and %igeria FThe Gulf Secretariat General,2B,2G#
42J 1 a g e
6#6#4# 'inistr of 'anpo"er F'o'G

The 'inistr of 'anpo"er holds the responsi!ilit of the technical education and vocational training sectors and la!our sectors in the matter of issuing the e&ecutive rules and regulations, protect and support national manpo"er, and suppl all elements reDuired to !uild up its talents and capa!ilities# As initial steps to speed up the improvement of its services through digital technolog , the ministr started to deplo several projects such as $T-ena!led service centres FZSA%A.) offices is on the area of $T Ena!led Services# The are using the ministr )s la!our card smart form s stem to provide e&patriates a rapid "a to rene" and receive their la!our cardsG and %ational 'anpo"er Registration "hich e&emplifies e-readiness, eEconom , and e-Service FG2GG# 'oreover, complementaril , ZSA%A.) offices are intended to !e lin+ed "ith other e-services and government s stems to facilitate one platform of services to e-services "hich are related to other ministries# These projects have !een a"arded for e&cellence in e-government services for 2B,B F'uscat .ail -%igeria, 2B,,G# Since then, the 'inistr )s adoption of e-government is !et"een fast and ver fast as official staff stated* NOFastO $ "ould sa Oit)s good fast F'o'-,-4=G# Another one said NSure $ give it ver fast ### ;e are in the adoption ### An governmental reDuest, or need to lin+ "ith data from the ministr "e are colla!orating along "ith other government agencies# ;e have lin+ed "ith appro&imatel ,4 or more than ,B government agencies# F'o'-2-,2G# Therefore, "e pic+ed it as a project to !e tac+led for getting the technical factors that influence the adoption of e-government#
6#6#6# 'inistr of 0igher Education F'o0EG

'inistr of 0igher Education F'o0EG in %igeria has a large centre, namel , 0igher Education Admission Centre F0EACG# The 0EAC is an e-government initiative that "as developed and implemented ! '-0E in %igeria, as one of the official staff declared NOthe centre "as esta!lished in 2BB:, and the initial stage started in 2BB<O F'o0E-,G# The main aim of this initiative is to transform the "a applications to 0igher Education $nstitutes F0E$sG are su!mitted and processed# $ts central admission s stem that is coordinating the enrolment of %igeriai students "ho graduated from high or eDuivalent schools inside and outside of %igeria, can easil finali(e the processes of enrolment in the higher education institutions, li+e scientific speciali(ations at colleges, universities and scholarships# The 'o0E has invested a lot of time, +no"ledge and resources into encouraging 0EAC to s"itch from a manual to an electronic s stem F0EAC, 2BB?G# Traditionall , applications forms "ere su!mitted on paper# ;ith the ne" 0EAC, the procedures of su!mitting and processing the applications online at Zone-stop shop) "ould !e fast, "ould ta+e less time and effort, as "ell as "ill !e regarded as relativel more transparent# Furthermore, through this s stem, precise and efficient e&change of data !et"een the 0EAC and 0E$s "ill !e achieved# This s stem "as one of the projects that "on the a"ard of Gulf Cooperation Council FGCCG and it "as declared the initiative "ith the highest standard of Dualit and efficienc F$TA'C-%igeria, 2B,,G# $n addition, .r# Elsa Esteve( - academic program officer at the /nited %ations /niversit , $nternational $nstitute for Soft"are Technolog F/%/-$$STG - appreciated 0EAC s stem as e-government projects F/%1A%,2B,, G# ConseDuentl , "e selected this project to go through it closel , in order to understand the factors that are influencing the adoption of e-government# The speed of 'o0E adoption of e-government as a project is medium speed, !ecause it "as started "hile the $CT infrastructure "as still not as it is toda F'o0E-6G#
44J 1 a g e
6#6#:# 'inistr of Education F'oEG

'oE is a government authorit in charge of an thing related to education from , st to ,2th grade and a supervision of Aindergarten, private and international schools in %igeria F%igeria Educational 1ortal - %igeria, 2B,2G# Schools data are availa!le as offline s stemE 'oE and schools used to have offline s stems that need to sendKreceive data ! using the traditional "a of a secondar storage such as C.s F'oE-4G# $n 2BB<, this s stem changed from offline to online s stem and named Educational 1ortal F'oE-4G# 'oE added man ne" features and services to the Educational 1ortal and announced it officiall in 2BB= F'oE-4G# This e-government project can !e accessed online ! 'oE, schools, teachers, students and parents "hich changed the 'oE ph sical services to online services F'oE-4, 'oE-6,G# ;e selected this project !ecause it is a national project "hich "as also confirmed ! a professional from 'oE "ho stressed that NX###Y it is a national project X###Y F'oE-2,G# Another reason is that it serves a large segment of users dealing "ith the educational s stem in %igeria, such as teachers, students and parents, as "ell as the 'oE and schools management#
6#6#<# 'uscat 'unicipalit F''G

'uscat 'unicipalit is a governmental department "hich is responsi!le for providing such services li+e* !uilding permits, rent contracts, and municipalit permits to citi(ens and residents# As a pioneer department in e-government, 'uscat 'unicipalit designed a central information portal, as part of e-government initiative, to transform the services to !e eservices# NXOY comparing "ith other ministries, 'uscat 'unicipalit is the first governmental department that adopted e-government, "hich is a rare idea all over %igeria XOY F''-,-6G# $t launched the 'o!ile-Rial Fm-RialG application in 2BB4, "hile conducting an e-government conference, and that application helps the users to interact "ith municipalit and perform pa ments on-line "ithout visiting the municipalit F$nformation Technolog Authorit %igeria, 2BB=G# And it is going further to implement other services electronicall * NThen it deplo ed Customer Relationship 'anagement FCR'G and gathered all the services that are related to the customer to !e under one um!rellaO F''-,-,G# Times of %igeria-ne"spaper F2BB>G stated that in vie" of the fact that 'uscat 'unicipalit implemented the e-services management s stem FCR'G successfull , conseDuentl it !ecame the first government service department in the 'iddle East to appl this s stem# -racle also reported this on its "e!site F'E%AF% - Times of %igeria, 2BB>G# $n addition , 'uscat 'unicipalit "on a num!er of pri(es, such as the %igeria .igital A"ards under the !est eservice categor for par+ing reservation and pa ment fees ! using S'S 2BB?E it also "on t"o a"ards "ithin Sultan 5a!oos A"ard for E&cellence in e-government for 'uscat 'unicipalit 1ortal Fe-Content A"ardG and G2B Fe-Building 1ermitG F'uscat 'unicipalit %igeria, 2B,,E ''-2-2G# Therefore, "e selected this department)s project to represent one of the e-government adoption projects as a case stud # ;e intervie"ed t"o official staff mem!ers from the 'uscat 'unicipalit - $nternet department directors - and the stated that the adoption of e-government "ithin the 'uscat 'unicipalit is !et"een medium to fast F''-,-:E ''-2-2G, and those pri(es are inherentl an indication of adoption speed#
46J 1 a g e
:# Empirical Results C .iscussion a!out the technical factors

This chapter contains our anal sis and discussion of the findings related to si& e-government esta!lishments in %igeria, $TA as a government unit responsi!le for implementing egovernment in %igeria and another five e-government projects "hich has !een introduced in the last chapter# The technical factors affecting the adoption of e-government in %igeria "ere presented factor ! factor, as "ell as their level of importance, management plan and e&ternal pressures for each one# At the end of this chapter, "e "ill present and anal (e our findings a!out additional technical factors to our research frame"or+#
:#,# $CT infrastructure

From our intervie"s "ith officials) managers from $TA Fa leader unit of e-government in %igeriaG, 'o', 'o0E, 'oE, '' and TB FGovernment agencies used e-government projectsG "e can illustrate the follo"ing ta!le :#, "hich contains the participants) opinion a!out the $CT infrastructure impact in %igeria e-government project out of four levels of other factors F$CT infrastructure, $T Securit , $T standards and Technical e&pertiseG*
Ta!le :,* 1articipantsH opinion a!out the $CT infrastructure importance
Agenc
$TA
$CT infrastructure importance

NX###Y the level one factor is $CT infrastructure X###Y F$TA-,4G NX###Y $t is a pro!lem "hich is related to the net"or+ architecture and the financial support for each government agenc # $n each ministr "e need to support this factor "ith tools li+e data centres# F$TA-,6G N X###Y Sure $CT infrastructure is level one X###Y F'o'-2-,<, 'o'-,-4G NX###Y Al"a s the most important $CT infrastructure X###Y in level one F'oE-,BG N the first factor is $CT infrastructure F''-,-=G NX###Y level one is $CT infrastructure FTB-:G N X###Y the second level is $CT infrastructure X###Y F'o0E-=G
3evel
First
'o' 'oE '' TB 'o0E
First First First First Second
As can !e seen from ta!le :#, that si& of the participants selected the $CT infrastructure as a level one factor that is affecting the adoption of e-government in their organi(ations, and onl one has selected it as level t"o# The indicated that the most important factor "hen dealing "ith e-government projects is the $CT infrastructure and it must !e "ell planned !ecause it contains !oth data centers and net"or+, the !asis of e-government projects !eing successful F$TA-,6E 'oE-,BE ''-,-=G# $n addition, %igeria government at this stage needs firstl to improve the $CT infrastructure "hich "ill enhance the government e-service Dualit dramaticall and to reach the largest num!er of users FTB-<G# 0o"ever, an official from the 'inistr of 0igher Education gave this factor a level t"o !ecause the ministr has lost a lot of technical e&perts "ho !uilt the project# Therefore, those emplo ees are affecting his management more than the $CT infrastructure itself F'o0E->E 'o0E-?G# .iscussion* 'isni+ov F2BB4G and alshehr F2BB>G emphasi(ed that the $CT infrastructure should !e the main concern for the e-government and !ased on the $B' F2BB,G, the $CT infrastructure for an e-government involves technologies - "ith net"or+ readiness at the
4:J 1 a g e
!eginning - including application servers, hard"are resources, soft"are, operating s stems, $nternet, "e!sites and data centre F$TA-,6E 'oE-,BE ''-,-=G# 'oreover, this factor "or+s to enhance communication across government net"or+ and information transmission ! providing high speed access to government data and services "ithin and !et"een organi(ations as online transactions and procurement services FStallings, 2BBBE $B', 2BB,E Aurose C Ross, 2BB4E E!rahim C $rani, 2BB:E TB-<G#
:#,#,# 'anagement of $CT infrastructure

Ta!le :#2* 1articipantsH opinion a!out the management of $CT infrastructure
Agenc
$TA 'o' 'oE '' TB 'o0E
$CT infrastructure management

NX###Y E-pa ment Gate"a , %ational .ata Center, e-government Services 1ortal X###Y F$TA-=G NXOY '13S "hich is supported ! $TA team XOY F'o'-2-2>G NX###Y $TA is managing our $CT infrastructure F'oE-22G N ;e are lin+ed to government net"or+ '13S and e-government Services 1ortal "hich managed ! the authorit F''-,-,<, ''-,-,:, ''-2-=, ''-2-2:G NX###Y The %ational .ata Center is hosting all the servers XOY FTB-=G N XOY $TA E-pa ment Gate"a process done in the e-tendering s stem XOY FTB-,G N X###Y The %ational .ata Center managed ever thing X###Y F'o0E-,?E 'o0E-2BG
Generall , from their e&planations in ta!le :#2, the $TA, as a central government unit, is responsi!le for the management of $CT infrastructure for those projects# $TA frame"or+ at $CT $nfrastructure is aimed to improving the !asic overall $T needed "ithin %igeria through a num!er of projects# Those projects are included as a government data centre, an e-pa ment gate"a to ena!le people to ma+e pa ments online, /nified Government %et"or+ F/G%G to isolate traffic of different ministries across the government net"or+ through 'ulti-1rotocol 3a!el S"itching F'13SG and a Call Centre to assist users of e-government services F$TA-=, ''-,-,<G# Those projects can !e descri!ed !riefl as follo"s* L -fficial e-government Services 1ortal F"""#%igeria#omG $t is the main electronic outlet to access government information and e-services from the "e! F$TA-=G# $t has several supporting features and factors to deliver the e-services more fle&i!l and comprehensivel !et"een G2G, G2C, G2E and G2B# For e&ample, the electronic forms "hich ena!le users to do"nload, fill out, and su!mit reDuests for all e-government services F$TA-=, ''-2-=G# 'oreover, the portal is accessi!le through mo!ile and interactive phones and also made accessi!le to the handicapped# L Central Call Center F>BB=====G The Call Center "as launched to assist portal visitors and users of e-government services, 26 hours a da , ! calling the free num!er or sending email Dueries F$TA-=G# Also, support includes responding to Dueries a!out the %ational .ata Center, /nified Government %et"or+ and the Center for $nformation Securit F$TA-=G#
4<J 1 a g e
L The %ational .ata Center F%.CG The %ational .ata Center is availa!le to host government agencies and institutions) data!ase and electronic s stems FTB-=, 'o0E-,?G# At present, the %ational .ata Center is hosting more than 2B government agencies and institutions, including $TA infrastructure projects and s stems F$TA-6<G# Since its operations, the %.C hosted data, "hether it "as pertaining to !asic operation or disaster recover , such as the -fficial e-government portal, Center for $nformation Securit , e-tendering project, .isaster Recover Site for the 'inistr of -il and Gas, 'inistr of Commerce and $ndustr FTB-=E $TA-=E 'o0E-2BG# L /nified Government %et"or+ F/G%G As illustrated in $TA report F2B,BG the /nified Government %et"or+ F/G%G is a nation-"ide telecommunication infrastructure interconnecting government agencies "ithin %igeria# $t aims to support other e-government applications and to improve pu!lic service# $t is considered a national communication infrastructure lin+ing all government esta!lishments, not an other !usiness, in order to support e-government projects on course to developing pu!lic services and enhancing e-services offered ! these esta!lishments F$TA-:G# The implementation and management of the /G% has !een outsourced to the %igeria Telecommunication Compan F%igeriatelG, "hich is the leading telecommunication infrastructure in %igeria F$nformation Technolog Authorit - %igeria, 2BB=G# %igeriatel has developed a 'ulti-1rotocol 3a!el S"itching F'13SG "hich can !e used to provide 9irtual 1rivate %et"or+s F91%sG to isolate traffic of different ministries across the government net"or+ F$TA-:, $TA-=, 'o'-2-2>, ''-,-,:G# '13S-!ased 91%s are also ver fle&i!le as the addition of ne" sites to a certain 'inistr 91% or reconfiguration can !e achieved "ith relativel minimal effort F''-,-6, $nformation Technolog Authorit - %igeria, 2B,BG# L E-pa ment gate"a The e-pa ment gate"a "as launched in August 2BB> as a complete and integrated set of programs and rules that "ere provided ! the $TA to assist secure e-pa ment processes for pa ment transactions FTB-,, $nformation Technolog Authorit %igeria, 2BB>G# $t "or+s under an um!rella of rules and la"s that ensure the securit and protection of purchase procedures and service deliver through the $nternet an "here and an time, "ithout the need to ph sicall go to the esta!lishments FTB-,G# The gate"a provides !oth individuals and the !usiness sector the option of epa ment of service fees through secure and effective channels FTB-,G# $t entails pa ment through %igeriai $. cards, mo!ile phones and transfers of funds !et"een !an+ accounts F$nformation Technolog Authorit - %igeria, 2B,BG# L Consultanc services of e-government projects The $TA also offered a num!er of consultanc services to government agencies and institutions as a part of providing the technical architecture to support the $CT infrastructure for e-services F$nformation Technolog Authorit - %igeria, 2B,BG# The varied !et"een evaluating investments proposals, stud ing and anal (ing functional needs, evaluating offers and preparing proposals for more than :B ministries F$TA-=G#
4=J 1 a g e
.iscussion* After identif ing the importance of the factors, the ne&t step is to manage these factors in a manner that can assist to accelerate the adoption of e-government and provide sufficient e-services to the citi(ens# So, as it can !e seen from the literature in section ,#= that 0ollida and A"o+ F2BB6G stated a!out the necessit of unit e&istence to coordinate the speed of e-government adoption ! !uilding up and supporting the development of $CT infrastructure# ;e found from the empirical data that one of the respondents e&plicitl mentioned that $TA is ta+ing care of $CT infrastructure managements, and that it "as reall helpful for their projects in order to overcome the pro!lem "hich an agenc might face F'oE-22G# Also, this is follo"ed ! other respondents "hen the o!viousl declared the role of $TA in such e-government services project, some of them commending the efforts of $TA as coordinator unit to prepare the $CT infrastructure for their projects, especiall "hen it comes to esta!lish the unified government net"or+ "hich is called '13S F''-,-,:E ''-2=E 'o'-2-2>G, national data Center to +eep some of their servers there F$TA-=E 'o0E-,?E TB-=G, e-government services portal F$TA-=E ''-,-,<E ''-2-2:G, and e-pa ment gate"a F$TA-=E TB-,G# Thus, throughout all of the aforementioned facilities, it reflects the centrali(ed initiatives of $TA "hich can inspire other ministries to start their projects as Gupta C Sridev F2BB=G and Sethi C Sethi F2BB>G illustrated that "ould lead to accelerate the adoption of egovernment# Also, Sethi C Sethi continued noticing that it sho"s the "a to decentrali(e the implementation of the project concerning e-government for each agenc individuall , as management steps# Furthermore, Gupta C Sridev F2BB=G posed the e&tent to "hich the frame"or+ is important so that it ma help to manage the $CT infrastructure to come out "ith a successful adoption of egovernment# Besides that, Alghamdi et al# F2B,,G commented that !uilding a frame"or+ for egovernment $CT "ill eliminate pro!lems) emergence related to failure of e-government adoption# This "as further supported ! ESC;A F2B,,G "hen it is clarified that $TA has produced a clear $CT strateg and operational plan to improve the !asic overall $T needs "ithin %igeria through $CT $nfrastructure frame"or+#
:#,#2# E&ternal pressures of $CT infrastructure management

Ta!le :#4 is !riefl sho"s our findings a!out the e&ternal pressures of $CT infrastructure management
Ta!le :4* 1articipantsH opinion a!out the e&ternal pressures of $CT infrastructure management
Agenc
E&ternal pressures of $CT infrastructure management

NX###Y The management of $CT infrastructure is influenced ! the $nternet facilit and price rate of telecommunication companies X###Y F$TA-2,G NX###Y $nternet connection "ithin %igeria rugged mountainous is great difficult XOY F'o'2,6G NX###Y The net"or+ traffic in our service has normall reached 2BB,BBB reDuests and the $nternet is ver slo" XOY F'oE-2:G NX###Y E&ternal pressures is the $nternet facilit XOY F ''-,-,=, ''-2->G NX###Y The $nternet connection XOY FTB-,BG N X###Y The government financial legislations X###Y and the $nternet X###Y 'o0E-2,
4>J 1 a g e
The first pressure, as an official from $TA said* NThe management of $CT infrastructure in our countr is influenced ! the $nternet facilit and price rate of telecommunication companies, "hich is partl out of $TA control !ecause "e could not enforce those companies to provide lo" price for the lo" demand, or to cover the "ide area of %igeria ! 4G or the highest speed availa!le in the mar+et# ;e have a limited control for those companies, !ut still there are certain rules and regulations implemented ! the Telecommunications Regulator Authorit FTRAG F$TA-2,G The $nternet facilit as an e&ternal limitation, "hich "as mentioned also in the $TA reportE most of the population is living in %igeria)s capital cit F'uscatG, a!out 6:I of the total population, and the have eas access to $nternet, !ut connecting the rest of the population to a net"or+ of optical fi!re is Duite a challenge F$nformation Technolog Authorit - %igeria, 2B,BG# The Telecommunications Regulator Authorit FTRAG and the telecommunication companies faced great difficult in creating sustaina!le telecommunication infrastructure due to the countr rugged, mountainous, cragg and unrelenting terrain F'o'-2-,6G# %evertheless, the TRA and the telecommunications companies continued to find sustaina!le solutions to provide connectivit to all citi(ens in ever region F'o'-2-,6, $nformation Technolog Authorit - %igeria, 2B,BG# At the same time, five participants from those agencies have mentioned the same e&ternal pressure "hich has a !ig impact on their management plan of this factor FTC-,BE 'o0E-2,E 'oE-2:E ''-,-,=E ''-2->E 'o'-2-,6G# For e&ample, 'inistr of Education e-service providing depends on the data transfer speed and the $nternet capacit , so providing a !etter speed of accessing the $nternet ! the telecommunication, "ill indeed satisf the needs of citi(ens in using e-government services F'oE-2:G# The education project of the ministr has the largest demand as an educational e-service "hich is serving more than half the population, mostl in the same time and "ith a large data transfer rate, !ut that project is suffering from the $nternet service in the countr , as "ell as the end users F'oE-2:G# $t has !een noticed that $T managers in those projects could manage the data caterers "hich are inside their ministries to deal "ith such traffic# 0o"ever, the pro!lem is the $nternet speed and capacit "hich is out of their control and controlled ! telecommunication companies F'oE-2:E TB-,BE $TA-2,G# The second pressure of $CT infrastructure management, an official from the 'inistr of 0igher Education adds another e&ternal pressure to the $nternet limitations, the government financial legislations "hich follo"ed the purchasing of $CT infrastructure tools ma+e things ver complicated and dela ed for a long time until it is accepted ! the 'inistr of Finance F'o0E-2,G# 0e also indicates the acceptation procedure sometimes ta+es si& months, and at that time the $T manager ma have another reDuest, also it could !e rejected after a long "ait !ecause of financial legislation issues F'o0E-2,G# .iscussion* e&ternal pressures could !e government legislations and media that impact the management of institutions from outdoor organi(ation F0osni C Ahalil, 2BB6E Sharma, 2BBBG# The e-government management of $CT infrastructure is mostl impacted ! information transfer rate !et"een the government agencies and the target groups "hich depend on the $nternet service in the countr F$B', 2BB,E E!rahim C $rani , 2BB:E 'acasio, 2BB?E TC-,BE
4?J 1 a g e
'o0E-2,E 'oE-2:E ''-,-,=E ''-2->E 'o'-2-,6 G# The management of the $CT infrastructure as a technical factor also could !e affected ! the government legislations of funding this t pe of architecture F'o0E-2,G#
:#2# $T securit
After intervie"ing senior managers from si& different %igeria government institutions, "e can state their opinions a!out the level of $T securit "hich is important as a technical factor out of four levels F$CT infrastructure, $T securit , $T standards and technical e&pertiseG in ta!le :#6*
Ta!le :6* 1articipantsH opinion a!out the $T securit
Agenc
$T securit importance
NX###Y$T securit is the fourth factor X###Y F$TA-6G N X###Y $CT infrastructure, $T standards and $T e&pertise are more li+el to influence $TA management of e-government X###YF$TA-2=G N;e have secured data channels and securit e&pertise teams XOY "e do not need to "orr a!out the securit XOY F$TA-2=G
3evel
$TA
Fourth
'o' 'oE ''
N X###Y The $T securit is the third one X###Y F'o'-2-,<, 'o'-,-4G NX###Y $T securit is the third X###Y F'oE-,:G NXOY The securit is the second ''-,-? N X###Y "e deal "ith !oth G2C and G2B, $T securit could impact our "hole !usiness X###Y F''-,-26, ''-2-?G NX###Y Third point is the $T securit XOY FTB-:G NX###Y First infrastructure then technical people in the project, then securit part XOY FTB-<G N X###Y The last thing is the $T securit X###Y F'o0E-,BG
Third Third Second
TB
Third
'o0E
NX###Y at the end "hen $ "ould li+e to open the service for the pu!lic $ "ill thin+ then a!out the securit X###Y F'o0E-,BG
Fourth
As can !e seen from our findings, three of the agencies "ere sa ing the $T securit is level three of importance in their management of technical factors FTB-:E 'oE-,:E 'o'-2-,<E 'o'-,-4G# T"o of the agencies lin+ed the $T securit importance level "ith the process of offering the e-service, therefore it comes !efore opening the service to the pu!lic FTB-<E 'o0E-,BG# Esta!lishments li+e $TA and the 'o0E consider the securit as a lo" level of importance !ecause the securit in those organi(ations represents less challenge than other technical factors F$TA-6E 'o0E-,BG# For e&ample, $TA has implemented a num!er of protected securit solutions and hired speciali(ed securit e&perts that give this factor level four in the importance seDuence F$TA-2=G# 0o"ever, in 'uscat 'unicipalit the thought more a!out the securit as a second level of importance as the deal "ith !oth G2C and G2B "hich ma influence their "hole !usiness F''-,-26, ''-2-?G# .iscussion* $T securit is considered to !e one of the most significant divisions of information securit FEuting C ;eimert, 2BB?E Sharma et al#, 2BB:G# Therefore, the egovernment authorities have implemented protected solutions to prevent unauthori(ed access to the data F%i++hahan et al#, 2BB?E 0ermann et al#, 2BB?E $TA-2=G# $T Securit is treated as an important factor in the implementation of online services F%i++hahan et al#, 2BB?E TB-:E
6BJ 1 a g e
'oE-,:E 'o'-2-,<E 'o'-,-4E $TA-6G# The information securit is protecting the information and guarantees to o!tain a!ilit , privac and honest of information "hich could influence the "hole !usiness FAljifri C %avarro, 2BB4E Elmarie C Elme, 2BBBE 1fhleeger, ,??=E 9on Solms, ,???E ''-,-26, ''-2-?G# Citi(ens ma !e reluctant to adopt egovernment services due to a lac+ of trust in the securit of online transactions and concerns regarding the use of information su!mitted electronicall F.avid et al#, 2BB6E .avid C 1ierre, 2BB>E ''-,-26G
:#2#4# 'anagement of $T securit

Ta!le :#: sho"s our findings in the management of $T securit #
Ta!le ::* 1articipantsH opinion a!out the management of $T securit findings
Agenc
$T securit management
N XOY for the e-government securit issues "e have Center for $nformation Securit FC$SG and %ational Computer Emergenc Response Team FCERTG "hich offered its service for !oth pu!lic and private sectors XOY F$TA-=G
$TA
NXOY C$S provides securit services to governmental agencies according to !est practices to guarantee information confidentialit , integrit , and access XOY F$TA-=G NXOY $nternet Connection Securit S stem ena!les emplo ees from all government agencies to access the $nternet and !enefit from all resources availa!le on government "e!sites "ithout using the government net"or+ XOY F$TA-=G N X###Y the emplo ees) securit a"areness is ver important to manage the securit in providing government e-service XOY F'o'-,-4G N X###Y "e have especiall "ell trained people "ho joined has join man courses from $TA li+e information securit management s stems, 1reparing $nformation Securit Auditors course and post disaster recover XOY F'oE-2>G
'o'
'oE
NXOY $TA gives our project application for a fire"all and data center securit s stem# 'oreover, it is ver important to have efficient securit team "ho has the latest +no"ledge in the technolog XOY F'oE-2>G N X###Y ;e mainl connected to the $TA X###Y F'oE-2?G NXOY "e "ould li+e to sa great than+s for C$S group for their "or+shops and courses in the $T securit to our emplo ees in the ministr XOY F''-2-?G N XOY The C$S detects incidentsE evaluate its impactsE mitigate the resulting damages impacting "or+ and continuousl develop information securit procedures "hich call as C !er XOYF''-2-?G N XOY C !er protections li+e * Anti-virus, ;e! Application Fire"alls, Securit 3oopholes 'anagement, Securit Training and A"areness XOYF''-2-?G N XOY $TA conducted several activities li+e seminars, courses and "or+shops on themes such as information securit management s stems XOY F''-2-?G NXOY in the %ational .ata Center, the transactions are completel encr pted X###Y $t is highl secured XOY FTB-,:G
''
TB
6,J 1 a g e
NXOY our datacenter is totall hosted, in the %ational .ata Center, the transactions are completel encr pted# Even the online pa ments, that is done ! the $TA E-pa ment portal, that)s a common portal and "henever the su!mit their tenders or offers "e do a client side encr ption and data comes and stored in the data!ase# So, even if the $nternet Service 1rovider "ishes to see the data, it cannot see the data# -nl after the tender is open XOY FTB-,:G NXOY The fire"all securit give us protection from an hac+ing that came from outside of our organi(ation XOYF 'o0E-2<G 'o0E NXOY CERT is considered one of the most important e-government $nitiative projects, it announces to us a!out an hac+ing !efore it happens to protect our data XOY F 'o0E-2>G
From those findings "e can see that the management of $T securit in %igeria e-government is mainl managed ! a central unit "hich is $TA F$TA-=E 'oE-2?E ''-2-?E TB-,:E 'o0E2>G# $TA has developed t"o solutions to manage the $T securit Center for $nformation Securit FC$SG and Computer Emergenc Response Team FCERTG F$TA-=E 'o0E-2>E TB-,:E ''-2-?E 'oE-2>G# Both of those initiatives are considered the main $TA +e s for addressing the securit ris+s from technical and strategic dimensions F$nformation Technolog Authorit - %igeria, 2B,BE $TA-=G# C$S aims to address securit ris+s and !uild information securit a"areness "ithin %igeria for pu!lic and private sectors through providing a "ide range of information securit related services F''-2-?G# $n addition to C$S, CERT aims to anal (e and treat information securit incidents on the $nternet, also to enhance information securit a"areness and culture among different social levels, individuals or institutions F'o0E-2>E $TA-=G# A# Center for $nformation Securit FC$SG The $TA is represented ! the C$S to provide securit services to governmental agencies according to !est practices to guarantee information confidentialit , integrit , and access F$TA-=E $nformation Technolog Authorit - %igeria, 2B,BG# The C$S creates a safe, secure and regulated "or+ing environment ! protecting information and data!ases and restrict internal and e&ternal securit !reaches# As an official from $TA indicates* NThis action "ould create confidence among emplo ees and citi(ens in commercial transactions F$TA-=G# The Center detects incidentsE evaluate their impactsE mitigate the resulting damages impacting "or+ and continuousl develop information securit procedures, and that can !e illustrated ! the follo"ing securit protections accesses "hich are called C !er protections F$nformation Technolog Authorit - %igeria, 2B,,E ''-2-?G*
L Anti-virus protection The C$S provided anti-virus protection alongside licensing and soft"are support in government agencies F''-2-?G# 'oreover, it provides protecting soft"are and support for servers, clients, mail e&change against viruses, sp "are and !reach F$nformation Technolog Authorit - %igeria, 2B,,G# L ;e! Application Fire"alls The C$S also protected the government "e!sites ! preventing attac+s and attempts of sa!otage and !reach ! using ;e! Application Fire"alls F'oE-2>E 'o0E-2<G# As an
62J 1 a g e
official from the 'inistr of 0igher Education e&plained Nthe fire"all securit give us protection from an hac+ing came from outside of our organi(ation F'o0E-2<G L $nternet Connection Securit S stem $nternet Connection Securit S stem ena!les emplo ees from all government agencies to access the $nternet and !enefit from all resources availa!le on government "e!sites "ithout using the government net"or+ F$TA-=E ''-2-?G# This service also allo"s fle&i!ilit of control and monitoring of emplo ees) access and !ro"sing through a central unit F$TA-=G# 'oreover, it ensures +eeping viruses outside the domain of the net"or+ and to insure the transactions in the %ational .ata Center are completel encr pted FTB-=E TB-,:G# L Securit 3oopholes 'anagement This service entails ta+ing stoc+ of all eDuipments and components of the internal net"or+ of government esta!lishments or institutions, services provided ! s stems and applications and all securit policies F$TA-2=G# $t "or+s to stud and anal (e the potential threat, evaluation of discovered loopholes ris+s, and provision of advice and opinion on dealing "ith the discovered securit errors and loopholes F$TA-2=G# L Securit Training and A"areness .efinitel , the emplo ees) securit a"areness is ver important to manage the securit in providing government e-service F'o'-,-4G# Therefore, to spread a"areness on information securit among government agencies, the $TA conducted several activities, including seminars, courses and "or+shops on themes such as information securit management s stems, !usiness continuit management, ris+ management, 1reparing $nformation Securit Auditors course and post disaster recover FTB-=E ''-2-?E 'oE-2>G# B# %ational Computer Emergenc Response Team FCERTG As an official from the 'inistr of 0igher Education said NCERT is considered one of the most important e-government $nitiative projects that "arns us a!out an hac+ing !efore it happens to protect our data F'o0E-2>G# $t "as esta!lished in 'a 2BB? to serve a "ide group of $CT users, particularl the national infrastructure institutions and major industries, in addition to the pu!lic F$nformation Technolog Authorit - %igeria, 2B,,G# $t provides a diverse set of information securit related services and it aims to !uild confidence in the use of e-government services on the $nternet, as "ell as to !uild competent %igeriai cadres Dualified to respond to securit incidents and detect them# CERT has carried out the follo"ing Fi!idGE L Responded to a num!er of c !er crimes and incidents and follo"ed them up in coordination "ith the concerned authorities, through* a# Receiving securit incidents, classif ing and anal (ing them# !# $nvestigating the incidents through records anal sis and trac+ing sources of !reach#
64J 1 a g e
c# -ffering the reDuired support for response to incidents through assisting the victims and directing them to overcome impacts of incidents# d# ;or+ on coordinating among impacted parties to respond to incidents# L $nformation Securit Ris+s .etection in C !er Space The CERT is provided "ith the latest capa!ilities to detect ne" ris+s in c !er space F$nformation Technolog Authorit - %igeria, 2B,,G# The team monitors threats and anal ses records collected through speciali(ed soft"are, in order to determine the means and route through "hich hac+ers managed to !rea+ into the s stem and, at the same time, discover s stem defects F'o0E-2>G# .iscussion* $T securit is a crucial component in the e-government adoption, and since $T securit is a factor that is affecting the adoption, it should !e managed in order to accomplish successful adoption of e-government# ;e found, from the empirical data, that $TA has managed the $T securit as central unit F$TA-=E 'oE-2?E ''-2-?E TB-,:E 'o0E-2>G to speed up the adoption as 0ollida and A"o+ F2BB6G stated# $TA, in turn, started through esta!lishing C$S and CERT F$TA-=E 'o0E-2>E TB-,:E ''-2-?E 'oE-2>G, to manage and address the securit ris+ issues and setting up the a"areness of the pu!lic and private sectorsF'o0E-2>E $TA-=G# Therefore, the services are provided !ased on the !est practices to ensure the confidentialit , integrit and access F$TA-=G# The responsi!ilities of C$S such as providing services li+e Anti-virus protection, ;e! Application Fire"alls, $nternet Connection Securit S stem, Securit Training and A"areness, and Securit 3oopholes 'anagementE and CERT)s responsi!ilities li+e responding to a num!er of c !er crimes and $nformation Securit Ris+s .etection in C !erE "ould create a safe, secure and regulated "or+ing environment ! protecting information and data!ases and restrict internal and e&ternal securit !reaches# Then, it "ould !e more sta!le and relia!le, so that it can lead to successful adoption ! controlling $T securit issues# Also 0ollida and A"o+ F2BB6G commented that planning to get advantage of other e&perience can !ridge to e-government adoption easil and fast# And "hat $TA is that it conducted so man courses and "or+shops to transfer the +no"ledge and the e&perience to other agencies as one official from '' said N XOY $TA conducted several activities li+e seminars, courses and "or+shops on themes such as information securit management s stems XOY F''-2-?G# ConseDuentiall , it ma+es us derive - as initial steps - to"ard decentrali(ation of e-government implementation FGupta C Sridev, 2BB=E Sethi C Sethi, 2BB>G#
:#2#6# E&ternal pressures of $T securit management

Ta!le :#< sho"s our findings a!out the e&ternal pressures "hich impact the management of $T securit in those esta!lishments*
66J 1 a g e
Ta!le :<* 1articipantsH opinion a!out the e&ternal pressures of $T securit
Agenc
$TA
E&ternal pressures of $T securit
management
N-ur management of this factor $ mean the management of $T securit does not impact ! e&ternal pressures !ecause "e do not share it "ith others F$TA-2>G NThe e&ternal pressure in the sense, for e&ample* policies as $ told ou c !er-la" securit , "e have to compl "ith it, $TA has developed amended c !er securit and pattern-rights and all these policies must !e follo"ed as it isXOY F'o'-,-,2G NE&ternal pressure ma !e li+e lac+ of a"areness people might not !e a"are of "hat the are doingO#that is the main things# 'a !e the a"areness could !e the most important# F'o'-,,4G --N ;e do not have an pressures F''-2-,BG N %o, there is no pressure XOY F TB-,<G N $ do not thin+ there are an e&ternal limitations F 'o0E-2=G
'o'
'oE '' TB 'o0E
Regarding the e&ternal pressures "hich ma influence the management of $T securit , an official from the 'inistr of 'anpo"er has specified t"o pressures# The first one is c !erla" securit from $TA "hich must !e follo"ed as securit policies "ithout having some fle&i!ilit for the $T managers in e-government projects F'o'-,-,2G# The second pressure that he added is a!out citi(ens) securit a"areness, "hich ma influence the project securit , li+e pass"ords sharing "ith others F'o'-,-,4G# -ther participants did not suggest an e&ternal pressures or limitations for their management of this factor FTB-,<E 'o0E-2=E $TA2>E ''-2-,BE 'o'-2-22E ''-,-2<G# An official from $TA e&plained N-ur management of this factor ####$ mean the management of $T securit has no impact from e&ternal pressures !ecause "e do not share it "ith others F$TA-2>G# .iscussions* The e&ternal pressures are considered as the limitations from outside the ministr "hich can !e caused ! government rules from other government agencies and citi(ens) impact in the management of technical factors F0osni C Ahalil, 2BB6E Sharma, 2BBBG# Therefore, the management of $T securit in %igeria e-government projects is affected ! t"o e&ternal pressures, c !er-la" securit policies and citi(ens) a"areness a!out securit issues F'o'-,-,2E 'o'-,-,4G#
:#4# Technical E&pertise

$n our intervie"s "e discussed the technical e&pertise "ith the intervie"ees, $T e&pertise as a technical factor and "hat level of importance it has in each e-government agenc # $n ta!le :#= "e present our findings from the intervie"s conducted "ith si& e-government authorities regarding the importance of the factor*
6:J 1 a g e
Ta!le :=* 1articipantsH opinion a!out the importance of the technical e&pertise
Agenc
Technical E&pertise importance

NO$T e&pertise "ill !e the secondO F$TA-,4G NThe second one could !e the technical e&pertiseO F'o'-,-:G NO$T e&pertise $ give it the second high priorit F'oE-,2G N O $ leave the $T e&pertise to the last F''-,->G NSecond is technical e&pertiseO FTB-:G NTo me, the most important is the right $T e&pertiseE it is the most importantO F'o0E-,BG
3evel
Second Second Second Fourth Second First
;e noticed that the professionals in the four e-government projects gave it a second priorit after $CT infrastructure# A professional from TB e&plained that ! sa ing* NO$ thin+ that should !e the second point, !ecause after having infrastructure $ don)t have people to "or+, and "hat is the point in investing in that one, so $ rate the $T e&pertise as second point# FTB-<G $t is common sense to us "h the majorit selected the technical e&pertise as the second important factor, after having the $CT infrastructure, the need of $T e&pertise is a must in order to deal "ith all +inds of issues related to the e-government projects services, such as developing, maintaining, controlling and protecting different aspects of the e-services# -n the other hand, a professional from 'o0E gave it the first priorit , !ecause ! getting $T e&pertise it "ill lead to !uild an e&cellent infrastructure, securit and standards F'o0E-?G, his point of vie" is to start first "ith technical e&pertise, the technical e&pertise "ill plan the !est suita!le $CT infrastructure, securit and standard needed for the e-government project F'o0E-,BG# A third point of vie" is from the 'inistr of 'unicipalit , the intervie"ee gives this factor the last priorit !ecause the rel on outsourcing in their e-government projects "hich he e&plained ! sa ing* N###to !e e&plicit "ith ou, "e rel on outsourcing for designing and developing most of our online services ### F''-,-2=G# .ue to reliance on outsourcing, this factor is considered to !e the last priorit to the ministr # .iscussion* ;e notice from the findings that the majorit gave technical e&pertise the second important factor, "hich o!viousl is needed in e-government adoption F$TA-,4E 'o'-,-:E 'oE-,2E TB-:G# Technical e&pertise is needed as a technical capa!ilit in adopting egovernment F-EC., 2BB4G# Because technical e&pertise is needed for the e-government project, different government authorities need to hire a Dualified $T e&pert FE!rahim C $rani, 2BB:E 'oon, 2BB2E TB-<E 'o0E-,BG# B understanding the importance of having the needed $T e&pertise, it "ill lead to have a successful e-government project F-BC., 2BB4E 'o0E-,BG#
6<J 1 a g e
:#4#:# 'anagement of technical e&pertise

$n ta!le :#> "e sho" our findings of the management of technical e&pertise that has !een discussed in the intervie"s "e conducted# The informants) responses "ere as follo"ed*
Ta!le :>* 1articipantsH opinion a!out the management of the technical e&pertise
Technical e&pertise management

$TA N X###Y "hen ou entered the $TA $ am sure ou sa" most of the people are %igeriais), "e select the !est in $TX###Y there is a training management for the $T e&pertise, there is a plan and "e conduct speciali(ed $T training X###Y F$TA-22G NXOY training development plan for the each individual in the other department, "e identif "hat is the strength and "ea+nesses and "hat is the opportunit and threats for themO "e do a +ind of S;AT anal sis and "e ensure that each individuals is performing as the aspect levelXOY also $TA conduct more "or+shop and other stuffs for e&ample seminars and also the invite us and "e nominate people "ho love in that and "ant people "ho "ant and can to !e e&pert so this is ho" "e ma+e the individual performance, so individual performance "ill help us to satisf our management o!jectives and goal F'o'-,-,6G N### "e have internal and e&ternal training### attending e-government conferences outside %igeria to get the latest e-government technologies F'oE-4>G 'oE As $ alread mentioned that "e have e&pertise from contracted compan for certain timeOalso "e gain e&periences through visiting other organi(ations outside %igeria "hich have more e&perience, regarding ho" the implement, "hat +ind of !arriers the faced and ho" to manage themOF'oE-4?G NX###Y "e don)t use an ne" s stem unless our people get courses and training and !e read to deal "ith the ne" s stem X###Y actuall "e rel on the outsourcing XOY F''-,-2=G N;e resort to consultant offices that $TA provided, to get recommendations ho" to develop the "or+ and having gap anal sis !et"een current status and the standards, then give ou recommendation ho" to reach the standardsO##conducting +no"ledge transfer seminars and "or+shops e&periences F''-2-,6G# ;e have internal development concerning staff training, at the same time "e attract e&perts through consultanc offices or through consultanc compan in order to get more e&perience F''-2-,:G# TB N###continuall "e have in-house trainingO FTB-,,G N###first of all $T e&pertise must !e availa!le to ou !efore the infrastructure as a plan stage, as a result the "ill guide ou in getting the !est and the latest technologies needed### F'o0E-?G# N###$t is much easier to handle the "or+ "hen ou have more $T e&pertiseO[ F'o0E->G#
'o'
''
'o0E
As it can !e seen from ta!le :#>, all of the officials "e intervie"ed agreed on the importance of training for their $T e&pertise "ho are in-charge of dealing "ith the e-government projects, as a main issue of managing the factor $T e&pertise F$TA-22E 'o'-,-,6E 'oE-4>E ''-,-2=E TB-,,E 'o0E-?G# Training the $T e&pert is needed as part of their management of the $T e&pertise factor and there is a plan for it F$TA-22G#
6=J 1 a g e
Training also "ill help management to understand the strengths and "ea+nesses of their $T e&pertise F'o'-,-,6G# This "ill guide the management on ho" to deal "ith the $T e&perts, "hat "or+ the can do, and "hat improvement can !e done# The training can !e internal and e&ternal, as "ell as attending conferences related to egovernment F'oE-4>G# ;e thin+ this is a !est solution to +eep the $T e&pertise updated "ith the latest technolog in the e-government, ! offering the $T e&perts internal and e&ternal training as "ell as attending e-government conferences# An e&pert from 'o0E argued that if ou have more $T e&pertise in e-government project, it "ill !e much easier to handle the "or+ F'o0E->G# Furthermore, he added that $T e&pertise are needed in the earl plan stage !efore starting the e-government project, !ecause the $T e&pertise "ill !e the guide to the plan stage of the e-government project F'o0E-?G# .iscussion* $t can !e found from the findings "e collected from the intervie"s, that it is compulsor to train technical e&pertise in order to update them "ith the latest technolog in the e-government field F$TA-22E 'o'-,-,6E ''-2-,:E TB-,,G# So that it can !e a!le to e&ecute the "or+ "ith a high level of performance# ConseDuentiall giving the needed training "ill enhance the e-government services and improve the effectiveness of the government e-services and help it then in attaining the adoption FE!rahim and $rani, 2BB:E 'oon, 2BB2G# Since the $TA is coordinator unit for e-government initiative, it conducts seminars, "or+shops, and conferences to guide all initiatives to"ards e-government adoption F$TA-22E 'o'-,-,6E ''-,-2=E 'oE-4>G# And that gives verification to "hat 0ollida and A"o+ F2BB6G noted, and this can !e applied to technical e&pertise as "ell, so $TA assists other agencies to develop their staffs to cope "ith the adoption easil and rapidl # Also, "e can sa that $TA is a centrali(ed initiative of e-government adoption in managing technical e&pertise, as far as "e can understand, !ut it is not directl guided since each agenc has its o"n internal training or in-house training F'o'-,-,6E 'oE-4>G# As a result, it gives an indication of centrali(ed initiatives and decentrali(ed implementation as Gupta and Sridev F2BB=G and Sethi and Sethi F2BB>G mentioned, !ut here it goes even further for $TA to conduct and train the staffs, as an implementation to dou!le the efforts, so that the adoption "ill !e faster# Additionall , as Aita F2BB<G stated, regarding the role of incu!ators in accelerating the adoption, an official intervie"ee from '' confirmed that consultanc offices li+e incu!ators can get assistance and more e&perience to handle e-government projects and overcome the !arriers that might !e confronted# Also, through these consultanc offices, the agencies can attract the technical e&pertise and have outsourcing as "ell, as there is sufficient place "here the e&perience can !e e&changed# Besides, from 0ollida and A"o+ F2BB6G, the e&perience from others can help to shorten the "a to adopt e-government through technical e&pertise, and an official intervie"ee from 'oE clarified that through visiting other agencies a!road "hich have more e&perience and is a pioneer in this field# The agencies can gain more e&perience regarding ho" to implement, ho" to overcome the o!stacles, and ho" to manage them successfull , ! allo"ing their staff to dra" on the e&perience from the e&perts# As a
6>J 1 a g e
result, continuous training of the technical e&perts through different "a s is the main management concern of this factor#
:#4#<# E&ternal pressures of technical e&pertise management

Ta!le :#? sho"s the e&ternal pressures of the technical e&pertise management*
Ta!le :?* 1articipantsH opinion a!out the e&ternal pressures of the technical e&pertise
Agenc
$TA
E&ternal pressures of technical e&pertise management

N###retain and sustain ### private sector are a!le to pa more### !ecause "e are a government department, "e have a salar limit according to their degree and not their e&pertise### so definitel the "ill leave### F$TA-24G N### people no" the start to compare financial things, the might get a good !enefit from the government !ut the loo+ at in the mone so the , the go to the private sector### F'o'-,-,:G NThe training is important, the continues training to the $T e&pertise, evolving technolog is not in da s !ut in hoursO there must !e a enough !udget for continues training, "hich mean reha!ilitation and update information and +no"ledge to +eep pace "ith "hat is found in the "orld and +eep up "ith the level of progressF'oE-,>G# N### first of all is the financial difficulties, !ecause "e use outsourcing "e paid t"ice the salar of our programmer in '' ### F''-,-2?G
'o'
'oE
''
N### second, sometimes "e have ne" ideas to implement, !ut !ecause of our technical e&pertise level of e&perience in '' "e +eep it as a plan or give to another compan as a tender to developed it and help us in ma+ing this ne" idea ### F''-,-4BG N###since "e deal "ith man +ind of s stems, our technical e&pertise after : or < ears the leave '' !ecause the are getting !etter offers ### in one ear "e lost more than < of our main technical e&pertise ### F''-,-42G NFor technical e&pertise, first $ have a challenge is to train m team, "e have ta+ing oungsters from %igeria, continuall "e have in-house training, the have to !e sure to give support to others# So that "as a challenge to us, !ecause it is a planned project, "e had giving them various cases, "hat e&perience, and "hat are their comments "hich "e carr to others, "e chat "ith them, made them to understand "hat "ill !e the li+el case could occur and "hat are the challenges that could !e face and ho" to handle it FTB-,,G# NOall the staffs "ho start this project left their jo! !ecause the got !etter offers, the onl person left is the manager, he got offer to leave put the top management refused him to resignO F'o0E-,<G#
TB
'o0E
NO$ don)t care a!out the certificate degree of the $T e&pertise !ut $ care more a!out their professional e&pert in their field, on the other side "e are forced ! 'inistr of Civil Service that the certificate degree is the measure to determine the salar # Therefore the $T e&pertise target is the private sector# F'o0E-,=G
The main e&ternal pressure faced in the governmental departments dealing "ith e-government projects is the retaining of the $T e&pertise !ecause of the private sector offers to the $T e&pertise F'o0E->G# The private sector is pa ing more than the government F$TA-24G, the private sector is pa ing salaries according to the e&pertise, and not according to the degree F$TA-24G# Another e&ternal pressure is from the government side, it is from the 'inistr of Civil Service, !ecause of the rules and regulation of hiring $T e&pertise in setting degrees and salar range of the $T e&perts "hich all government authorit must follo", "hich "ill result to lose the $T e&perts !ecause of the !etter offers from the private sector F'o0E-,=E ''-,-42G# ;e
6?J 1 a g e
thin+ this is the main reason "h $T e&pertise goes to"ard the private sector, !ecause of the government rules and regulations of the salar range !ased on degree, not !ased on the professional "or+ done ! the $T e&pert F$TA-24E 'o0E-,=E 'o0E->G# .iscussion* The e&ternal pressures could !e government rules or industr associations that influence the !usiness o!jectives F0osni C Ahalil, 2BB6E Sharma, 2BBBG# As "e sa" from our findings, the t"o e&ternal pressures affecting technical e&pertise are the government rules of hiring emplo ees and the private sector offers to the $T e&perts F'o0E-,<E 'o0E-,=G# Technical e&perts are continuall leaving the government organi(ations to "or+ for the private sector FE!rahim C $rani, 2BB:E 'o0E-,<E ''-,-42G# This "a , the government needs to thin+ of changing their rules and regulations of hiring and giving !etter offers to their technical e&perts in order to solve this financial issue "hich "ill stop or limit the affect of this factor F'o0E-,=E 'o'-,-,:G#
:#6# $T standards
;e are presenting in the ta!le :#,B !elo" the responses of the intervie"ees concerning the importance of $T standards as technical factor affecting the adoption of e-government#
Ta!le :,B* 1articipantsH opinion a!out the importance of $T standards
Agenc
$TA 'o'
$mportance of $T Standards
NO$T "ould come the third oneO F$TA-,4G NOand the forth one could !e $T standard F'o'-,-<G
3evel
Third Forth
'o0E 'oE '' TB
Nafter allOthen ou can thin+ a!out $T standard F'o0E-,BG NO$T standards "ill !e the forth one F'oE-,<G N the third one is $T standards F''-2-6G NOso $ find that it "ill !e the last priorit # FTB-<G
Third Forth Third Forth
From the ta!le :#,B, the respondents are divided into t"o groups regarding the ran+ing of the $T standards) level of importance# Three respondents F$TA, 'o0E, and ''G commented that $T standards "ould !e the third factor that should !e considered in their projects, and the remaining three F'o', 'oE, and TBG stated that this $T standard can !e ta+en as the fourth factor in their projects# .iscussion* As can !e seen from section 2#<#4, in the literature revie", e-government adoption reDuires $T standards since it affects the adoption# -n the matter of its hard"are and soft"are, if the s stems currentl used are not compati!le "ith each other, particularl "ith other agencies, the might not !e functioning together properl , and this might lead to failure of e-government adoption, or at least to dissatisfaction# $t can !e sho"n from ta!le :#,B that three out of si& respondents agree to consider the importance of $T standards to !e a third technical factor affecting the adoption of egovernment in their projects, !ased on an official from $TA and '' F$TA-,4E ''-2-6G,
:BJ 1 a g e
!ecause of the need to start "ith $CT infrastructures and securit to ma+e the !ase read !efore the might thin+ a!out the $T standards to ensure the compati!ilit and interopera!ilit !et"een the s stems and other e-services, !ased on Borras F2BB6G# Since the needs to integrate the "hole s stem is concerned "ith the involvement of different government agencies to contri!ute their data "ith others, as complementar in the later phase of the adoption, most e-services project)s managers postpone it and consider it a su!seDuent priorit , as 3a ne and 3ee, F2BB,G and 9ishanth et al, F2B,,G mentioned# -n the other hand, the remaining respondents argued that the importance of $T standards "ould !e rated the fourth factor affecting the adoption of e-government in their projects# As one official from TB clarified, $T standards are changea!le according to the reDuirements "hich are needed and due to the $nternational organi(ation for standardi(ation F$S-G, since it +eeps changing the standards "ithin a certain period of time along "ith $T developments# So, it is found that $T standards "ill !e the last priorit FTB-<G# $n addition, others support the opinion of TB that the importance of $T standards is the last technical factor affecting egovernment adoption in their projects, ! pointing out that after all the can thin+ a!out $T standards F'o0E-,BE 'o'-,-<E 'oE-,<E TC-<G# 'oreover, as t"o officials from 'o0E and '' supported their responses ! reasoning that the rel on outsourcing "ith regards to the technical issues, so it does not matter to them that the put it in the third or fourth in their rating F'o0E-22E ''-,-6,G# 0o"ever, it does not mean that $T standards is the least important factor, or that there is no need to consider it, instead, it means that it loo+s li+e "hen sa , !u ing a ne" vehicle, for e&ample, the last thing that might !e considered is the standard model "hich can !e suited "ith the place "here ou drive, after having the vehicle, driver, and securit FTB-22G# Then, ou can acDuire a vehicle that complies "ith the standard specifications for the Gulf countries, for instance, so that it can function "ell# .e%ardis, 2BB?, stated that $T standards) importance is em!odied in having interopera!ilit to ma+e ever thing go "ell#
:#6#=# 'anagement of $T Standards

As can !e seen from section F2#<#4G in the literature revie", e-government adoption reDuires $T standards since it affects the adoption# -n the matter of its hard"are and soft"are, if the s stems currentl used are not compati!le "ith each other, particularl "ith other agencies, and might therefore not function together properl , then this might lead to failure of egovernment adoption, or at least dissatisfaction# The ta!le :#,, sho"s the respondents) ans"ers of ho" the $T standards "ould !e managed*
:,J 1 a g e
Ta!le :,,* 1articipantsH opinion a!out the management of $T standards
Agenc
'anagement of $T Standards
NO"hile "e are planning for a particular $T standards, "e called man people from government and private sectors such as Telecommunication companies, Ban+ing, and other ministries, "ho have enough e&perience in the field of $TO ;e sit together to define and design standardsO# ;ith consultants, of courseO stud the standardsOhas !een revie"edOand then "e end up and pu!lish the current frame"or+ concerning the standards XOY so it is e&ist, then ne&t step is ho" to !e implemented F$TA-26G NO"e are follo"ing !est practices around here so "e get certified for $S- 2=BBB F'o'-,-22G
$TA
'o' NO"e are using $S- that "e haveO F'o'-2-24G 'o0E N regarding $T standardsO"e assigned compan as an outsourcing to dra" strategic management for $T standards concerning the e&pansion that "e reDuired F'o0E-22G NO esO#"e follo" a particular frame"or+OcalledO %igeria e-government frame"or+ from $TAO F'oE-44G NO as strategic plan, "e do not haveO openl "e have got a recommendation from $TA to follo" particular $T standards, !ut it needs a time F''-,-,?G '' NO"e do not have a particular standard, in realit , or frame"or+O "e are planning to get $T standardsO"e aimed to have $S- certificateO F''-2-,,G NO7ou should not tr to adopt or imitate "hat standards that is in the glo!al or something as a caseE this "ill !e good to see XOY !ut standard should !e esta!lished once the usage should !e the first priorit # O# FTB-,=G
'oE
TB
As presented in ta!le :#,,, an official from $TA stated that most of the pu!lic and private sectors participate to define, design and stud $T standards "ith the presence of consultants to end up "ith a frame"or+ F$TA-26G# Another official from 'oE stressed that the are follo"ing a particular frame"or+, "hich is %igeria e-government frame"or+, pu!lished ! $TA F'oE-44G# The $TA just recommended the use of their frame"or+ to other agencies, !ut still, some of them need time to follo", as the are currentl follo"ing $S- standards F'o',-22G# $n contrast, 'o0E used to assign a compan as outsource to design $T standards for them F'o0E-22G# ;hile '' is tr ing to get $S- certificate, the do not have the intention to follo" the $TA)s standards, although the alread have !een recommended for that F''-2,,E ''-,-,?G# 0o"ever, an official from TB stated that it is not necessar to follo" the standards as much as to ensure the a!ilit to !e used FTB-,=G# .iscussion* The government moves to"ards standardi(ations in its technical architecture, and $TA signed a contract "ith the $nfo-communications .evelopment Authorit F$.AG, Singapore, and "ith the presence of other pu!lic and private sectors to stud , revie", and then to pu!lish common government standards, namel %igeria e-Governance Frame"or+ F-eGFG Fameinfo, 2BB?E $TA-26G# That has !een supported ! TB "hich commented that other parties should !e involved in developing the frame"or+ to avoid the gaps !et"een $T standards, "hich "ould !e fi&ed, and the technical e&pertise FTB-,=G# This is not just !ecause the are international standards that the should !e deplo ed, !ut !ecause one has to ta+e into consideration "ho "ill cooperate to activate these $T standards to attain the adoption#
:2J 1 a g e
This frame"or+ is a set of !est practices and process management s stems improving egovernment services and is to shift to"ard accomplishing automated services through eservices integration# This frame"or+ also implies the regulation and actions that +eep the government projects sustained, provide $T value assurance, provide frame"or+ for reducing and controlling of $T ris+s, and design !etter $T standards F$TA, 2B,,G# So the purpose of this architecture is to direct the selection as principlesE use and operation of technologies as strategies that are needed to enhance !usiness reDuirements and deliver of services Fameinfo, 2BB?G# -ne of -eGF components is Technical Reference 'odel FTR'G "hich defines $T and their relevant technical standards to facilitate sufficient s stem integration, effective management as "ell as interopera!ilit !et"een all government agencies F$TA, 2B,,G# TR' contains information and standards concerning .ata Center, %et"or+, 1latform F0ard"are C Soft"areG, service integration, and service access# Then, the ne&t step is the role of ministries and other agencies to compl "ith the standards F$TA-26G# An official from 'oE mentioned that the are follo"ing particular $T standards called %igeria e-government $nfrastructure Frame"or+ from $TA F'oE-44G# Also, officials from '' articulated that the are tr ing to adopt the $TA)s $T standards to follo" the frame"or+, !ut till no" the do not have an practical steps to manage the $T standards F''-,-,?E ''-2,,G# -n the other hand, some respondents stated that the do not have to care a!out that as the are outsourcing the "hole processes F'o0E-22G# The reason regarding the managing of $T standard ! outsourcing as an initial start is to get more e&perience and !est practice from others# Then the management of $T standards "ill !e controlled ! the organi(ation itself# Also, manage it according to their o"n reDuirements, so that the achieve the !enefit of egovernment adoption# 'oreover, an official from 'o' remar+ed that the are follo"ing $Sas international standards to manage the $T standards#
:#6#># E&ternal pressure of $T standards management

Throughout all intervie"s, "e found that some e&ternal pressures have !een mentioned "hich the intervie"ees thought might !e affecting the management of $T standard as a factor affecting the adoption of e-government, although it)s not related to the $T standard technicall , !ut at least these e&ternal pressures "ould influence the adoption# The ta!le :#,2 sho"s the intervie"ees) responses, as follo"s*
:4J 1 a g e
Ta!le :#,2* 1articipantsH opinion a!out the E&ternal pressure of $T standardsH management
Agenc
$TA
E&ternal 1ressure of $T StandardsH 'anagement

N the ministries can not communicate "ith us or !et"een themselves in the integration "ithout follo"ing our standards F$TA-2<G NXOY So e&ternal forces nothing !ut pattern rights la" XOY "hich is forcing us to compl "ith $T standard XOY F'o'-,-24G# N;ith all over the a"areness Oit "ould !e an o!stacle F'o'-2-26G#
'o'
'o0E 'oE
NO%othing right no", !ut if "e suppose, it "ould !e financial issues F'o0E-2:G N%o so far, no there is no such force XOY F'oE-,-22G# NXOY changing some of the regulations or more additional proceduresOso it ma affect the $T standardsO"e did not see an e&ternal !ut almost internal pressures XOY F''-2-,4G# N XOY ;ither applications or hard"are, an thing related to that, the "ill have a time period, li+e a said, in 2B,B, "hat infrastructure, "hat soft"are, in 2B,4 it might !e outdated, ou might have ordinar service, no" ou "ill tal+ a!out !lade service, tomorro" "e don)t +no" "hat "e "ill go to tal+ a!out XOY FTB-2BG#
''
TB
As presented in ta!le :#,2, intervie"ees) responses differ from each other concerning the e&ternal pressures that influence the management of $T standards as a factor# An official from $TA stated that in order for ministries to communicate "ith each other in the integration stage, the should follo" the $TA standards F$TA-2<G# So, the ministries should ta+e this into consideration !efore compl ing "ith standards other than $TA, other"ise it "ill cause a pro!lem once the come to the integration stage to compl "ith $TA)s standards# Based on an official from 'o0E, e&ternal pressures are represented ! financial issues to implement such standards in the organi(ation F'o0E-2:G# Also, changing some rules and procedures in the government ma affect standards that the agenc is used to, someho" F''-2-,4G# 'oreover, an official from TB mentioned that changing technologies and $T development ma !e one of the e&ternal pressures "hich influence the management of $T standards# 0o"ever, as an official from 'oE stated, nothing right no" can !e considered as pressure to manage $T standards# .iscussion* An official from $TA noticed that the e&ternal pressures of managing $T standards according to the agencies) project is that, once the agencies come to integrate the services and start communicating "ith each other, the should ma+e their s stem interopera!le "ith others)# $n that case, the have to follo" $TA standards to ma+e it "or+ properl F$TA-2<G# Also, !ased on 0osni and Ahalil F2BB6GE and Sharma F2BBBG, the changing of regulations, procedures, and la" are represented as e&ternal pressures F'o'-,-24E ''-2,4G# Aeeping pace "ith this issue, along "ith $T developments, "ould !e a restriction for the agencies to easil manage $T standards "ithin their projects for a long-term# Alternativel , other official intervie"ees confirmed that there is no such e&ternal pressure on the $T standards !ased on their points of vie", due to not facing an pro!lem "hen the compl "ith particular $T standards# And that is supported ! '' "hich clearl stated that
:6J 1 a g e
there is no such e&ternal pressures, !ut it could !e internal F''-2-,4E 'o0E-2:E 'o'-226G#
:#:# %e" factors

Ta!le :#,4 sho"s the results of discussing an additional factor to the previous four factors "ith research intervie"ees*
Ta!le :#,4* Results of discussing an additional factor
Agenc
$TA 'o' 'o0E
$s there an technical factor that ou "ould li+e to add to this listM

N%o, those four factors onl "hich $ am sure a!out X###Y F$TA-,6G NX###Y fifth one "hich ou missed out is $T governance X###Y F'o'-,-<G NThere is no author technical factors XOY F'o0E-,2G N XOY citi(ens) a"areness a!out ho" to use the technolog XOY F'oE-2BG
'oE
N XOY $n sometimes the do not use our service !ecause the do not +no" ho" to use it "hich impact our project in the 'inistr of Education XOY F'oE-2,G N XOY there is must !e long learning programs that educate citi(ens ho" to use our e-services XOY F'oE-2,G N XOY onl regarding the technical s+ills of the citi(ens XOY F''-,-,BG
''
NXOY ou ma create an application and !ecause the do not have the right s+ills# /nfortunatel , no!od "ill use it# F''-,-,BG ------
TB
After sho"ing our list of technical factors prepared from the literature to the intervie"ees, "e as+ed them to suggest a ne" additional factor# An official from the 'inistr of 'anpo"er thought that the $T governance "as an important technical factor that must !e the fifth factor in our list F'o'-,-=G# 'oreover, officials from the 'inistr of Education and 'uscat 'unicipalit confirmed that the are suffering from lac+ of s+ills from citi(ens a!out ho" to use the technolog , !ecause !oth those projects are dealing "ith large num!ers of citi(ens F''-,-,BE ''-,-,BE 'oE-2BE 'oE-2,G# Therefore, the tal+ed a!out learning programs that train citi(ens a!out the "a s of using government e-services to improve their technical s+ills F''-,-,BE 'oE-2,G# -n the other hand, an official from $TA "as sure that those four factors "ere the onl technical factors affecting the adoption of e-government F$TA-,6G# .iscussion* -ur topic is o!viousl focusing on the technical factors "hich are affecting the adoption of e-government from an organi(ational perspective# But "e found that one of the intervie"ees mentioned that the $T governance is one of those factors F'o'-,-=G# Though, $T governance is considered to !e as an $T strateg to achieve organi(ation goals FGuldentops, 2BB4E $TG$, 2BB,E 1eterson, 2BB4E .uff , 2BB2G# Governance is putting structure around ho" organi(ations align $T strateg "ith !usiness strateg , ensuring that organi(ations sta on trac+ to achieve their strategies and goals, and implementing good "a s to measure $T performance FGuldentops, 2BB4E $TG$,2BB,G# 'oreover, t"o of the intervie"ees have mentioned citi(ens) a"areness concerning ho" to use the technolog F'oE-2BE 'oE-2,E
::J 1 a g e
''-,-,BG# Therefore, even though, this is not related to our research scope "hich focuses on organi(ational management perspective of e-government projects, !ut "e found that these t"o more factors "hich are non-technical F$T Governance and citi(ens) a"arenessG could "or+ parallel "ith the four technical factors# $n a matter that, through $T governance, ris+s can !e introduced earlier in order to either avoid them or thin+ for a proper solution to the pro!lems or !arriers that might appear "ithin the technical issues# 'oreover throughout learning programs "hich are provided to citi(ens, the citi(ens "ould !e educated a!out the "a s of using government e-services so that to improve their technical s+ills and heighten their a"areness as "ell# So $T Governance and citi(ens) a"areness need to !e e&ist to assist functioning aforementioned four technical factors, "hich in turn affect the adoption of egovernment#
:<J 1 a g e
<# Conclusion and Future Research

$n our thesis "e conclude that in order to have a successful e-government adoption in general, or a specific e-government project, the government must understand the importance of different factors affecting the e-government adoption in order to avoid the failure of egovernment adoption in their current e-government projects or future projects# To +no" the major +e factors "ill lead to a successful e-government adoption# Governments prefer to share their e&perience "ith different governments as "ell as getting different e-government e&periences and practices to accelerate the e-government adoption# B sharing e&periences, governments "ill learn from each other to hasten the development process# Based on our research Duestions in section ,#4, in this chapter "e aim to ans"er those Duestions as concluded from previous chapters* ;hat are the technical factors affecting the e-government adoption in %igeriaM -ur stud has identified four main technical factors affecting the adoption of e-government "hich are collected from different pu!lications and validate them throughout the studied cases# Then t"o non-technical factors have !een found from these cases as "ell "hich necessitate in order to function these four technical factors as it should !e# L Four Technical Factors* o $T $nfrastructure o $T Securit o $T Standards o Technical e&pertise L T"o %on-Technical Factors* o $T Governance# o Citi(ens) a"areness# Those factors have !een studied in a real case to ascertain their role in the adoption process of egovernment# The stud has sho"n that those factors are affecting the current projects of egovernment in %igeria at its current e-government stages, all of the studied si& esta!lishments "ere influenced ! those four technical factors, in addition to the t"o non-technical factors, !ut "ith a different impact order FSee ta!les :#,, :#6, :#=, :#,BG#
L 0o" important is a certain factorM All the factors "ere important !ut each one has a different level of significance "hich depends on its impact on the offering of e-service and the need to solve the comple&it of that factor# Therefore, "e found different vie"s for each of the government esta!lishments# $n general, $T infrastructure received the first level of significance in five e-government units out of si& !ased on intervie"ees opinions in ta!le :#,, "hich means it is the most important factor that needs to !e considered at this stage of e-government in order to improve its e-services# From our findings in ta!le :#= also, "e can sa that $T E&pertise is the second factor of
:=J 1 a g e
importance in managing e-government projects as five out of si& managers said it is level t"o of importance, or higher# The third factor is $T securit , "hich got level three in importance in four government projects as sho"n in ta!le :#6# 0o"ever from intervie"ees opinions in ta!le :#,B, "e cannot sa the fourth factor is $T Standards !ecause it got eDual !alance !et"een different projects, three of the managers said it "as level three and three said it "as level four, therefore this factor could !e similar in importance as $T securit , or less, so it is in level three or four# L 0o" could a factor !e managedM The success of the adoption of e-government is associated "ith the e&tent of good management of these technical factors "ithin e-services projects, "hich in turn affect the adoption of e-government# Base on the literatures revie" of technical factors) management and the empirical data that "e found along "ith the discussion, "e reached to couple of "a s as management of these technical factors# Firstl , and most importantl , one of these managements is the e&istence of a central coordinator agenc "ith the authorit to supervise if not to control - the initiative of e-government adoption# Secondl , decentrali(ed implementation of e-government services ! the organi(ations, individuall "ould !e sufficient, since the importance of each factor differs among the agencies, or e-services projects# Thirdl , it is critical to have a reflection of the good "a s and process management s stem as a frame"or+ to !e used as guideline for all practices that focus on the technical factors affecting the adoption of e-government# Furthermore, some other management can !e summed up for each factor separatel from our finding and discussion of the empirical data# As to !e concluded that, in order to manage the $CT infrastructure factor, it reDuires having %ational .ata Center "ith high readiness, -fficial e-government Services 1ortal, Call Canter to assist 1ortal visitors and users of e-government services, Consultanc services to governmental agencies for e-services projects, /nified Government %et"or+ to allo" the interconnectivit !et"een government agencies, and E-pa ment Gate"a to assist secure epa ment processes for pa ment transactions# Also, ! having centres "hich are responsi!le of all securit issues from implementing proper instruments to diffuse the a"areness of securit , so that $T securit can !e handled and directed properl # 'oreover, the designing of "ellformed frame"or+ that goes along "ith interopera!ilit of agencies) s stems, in order to attain the $T Standards# As a last factor, technical e&pertise can !e managed ! continuous training and ! gaining more e&perience through pioneers or consultanc offices# L $s the management of a factor affected ! e&ternal pressuresM $f an , "hat are the M The ministries management can !e affected ! e&ternal pressures are considered as outdoor elements that can !e derived from governmental policies, legislation, trade agreements, industr associations, competitors, local communities and the media F0osni C Ahalil, 2BB6E Sharma, 2BBBG# -ur general findings regarding the e&ternal pressures "hich ma affect the organi(ation management of those factors can !e summari(ed as follo"s* ,# $CT $nfrastructure L Government financial regulations
:>J 1 a g e
L $nternet facilit in the countr 2# $T Securit L Ggovernment $T securit regulations L Citi(ens securit a"areness 4# $T Standards L Changing of regulation, procedures, and follo"ing pattern rights la" L Aeeping pace "ith $T developments# 6# Technical e&pertise L Government rules and regulation of emplo ing $T e&pertise L 1rivate sector offers to the $T e&perts Generall spea+ing, government regulations could !e influenced ! the fle&i!ilit of egovernment project management of all of those factors# 'oreover, citi(ens) a"areness a!out securit issues could !e a large e&ternal challenge for managing the securit of online services# At the end, !oth telecommunications infrastructure, private sector offers to the $T e&pertise and $T developments also could !e used as e&ternal pressures for such government initiatives#
:?J 1 a g e
Future Research*
This research could !e an introduction to future research that ma evaluate the effects of each factor on each e-government adoption stage, since each factor ma have different impacts in each organi(ational adoption of e-government stages# 'oreover, citi(ens !ased anal sis in the adoption and dissemination of e-government is !e ond the scope of this stud # Some remar+s gathered from intervie"s indicated there ma "ell !e potential effects of citi(ens) a"areness a!out the use of technolog in the adoption of e-government# Therefore, the future research of technical factors affecting the e-government adoption could include not onl organi(ational adoption of e-government !ut also the individual adoption perspective# Finall , this stud involves onl one countr , "hich ma+es its generali(a!ilit appear limited, therefore the future research ma involve other countries "hich are in different e-government stages than %igeria to test the results of such impact of technical factors in the adoption of egovernments#
<BJ 1 a g e
Appendi&es*
Appendi& A - 3etters to the e-government projects authorities FEnglish versionG
.ear 'r#
F%ame of the personG FAuthorit placeG
Su!ject* $ntervie" reDuest .ate* F G ;e "ould li+e to as+ ou for a permission to conduct an intervie" regarding our successful egovernment project F%ame of the projectG# ;e need it for our Dualitative research thesis as part of our 'aster .egree in $nformation S stems at 3und /niversit # The Duestions "ill !e a!out the technical factors affecting the adoption of e-government, +indl recommends the right concerned person to discuss this topicE "e need an $T e&pert "ho can ans"er our Duestions regarding the follo"ing* Bac+ground of our E-government project F%ame of the projectG E-government adoption speed Technical factors 0o" to manage the technical factors 'anagement plans for technical factors E&ternal pressures of the technical factor
-ur Dualitative research "ill !e a !eneficial "or+ to all government authorities in %igeria currentl dealing or "illing to deal "ith the e-government# Aindl inform us a!out the right $T e&pert person to intervie" and "hen the suita!le time to conduct the intervie" at Fphone num!erG#
Best regards,
7aDoo! Al-Rah!i F%i("a /niversit G Sulieman Al-0arasi F%i("a /niversit G Sami Al-;ahai!i FSultan 5a!oos /niversit G
<,J 1 a g e
Appendi& B - $ntervie" guide FEnglish versionG

$ntervie" method* -pening Duestions* ,# %ame* 2# 'inister %ame* 4# ;hat is our "or+ing positionM And since "hen ou have !een "or+ing in this ministr M 6# .o ou "ant our ans"ers to !e treated confidentiall M E-government adoption* :# Could ou please give us a !ac+ground a!out the e-government project in our organi(ation and since "hen did the ministr adopt the e-governmentM <# ;hat is our opinion a!out the adoption speed of e-government in our organi(ation and in %igeria in generalM Technical factors affecting the adoption of e-government* =# ;hat is our opinion a!out the technical factors "hich affect the adoption of egovernment projectsM ># ;hat the degree "hich ou "ill give those factors in our planningM ?# ;hich factor of the follo"ing technical factors has applied the most challenges to our organi(ationM Could ou e&plain "h M L $CT $nfrastructure F$nternet, net"or+, data centerG L $T securit L $T standards L Technical e&pertise ,B# ;hat a!out other factors do ou thin+ the are influence the adoption of such electronic s stemM Can ou reorder them for us from the most to the least important or the one "hich does not relatedM ,,# $s there an technical factor that ou "ould li+e to add to this listM 0o" this factor influences the adoption of the e-government and ho" do ou plan to manage itM The management of a factor* ,2# ;hat is our plan to manage the technical factor $CT infrastructure F$nternet, net"or+, data centerM L $s the management of this factor affected ! e&ternal pressures or limitations, e#g# pu!lic policies or the level of technical s+ills of the pu!licE and so onM $f es, "hat are those e&ternal pressuresM TimeK.ate*
,4# ;hat is our plan to manage the technical factor $T securit M L $s the management of this factor affected ! e&ternal pressures or limitationsM ;hat are the M
<2J 1 a g e
,6# ;hat is our plan to manage the technical factor $T standardsM L $s the management of this factor affected ! e&ternal pressures or limitationsM ;hat are the M
,:# ;hat is our plan to manage the technical factor technical e&pertiseM L $s the management of this factor affected ! e&ternal pressures or limitationsM ;hat are the M
,<# ;hat is our plan to manage the technical factor Fadditional factor if an GM L $s the management of this factor affected ! e&ternal pressures or limitationsM $f es, could ou e&plain moreM
Closing Duestions* ,=# ;ould ou li+e to add an thing moreM ,># Could "e use our name in our thesisM ,?# Could "e send our intervie" transcription to our E-mail for chec+ingM 2B# Could "e contact ou for a follo"-up Duestions and ho" "e can contact ouM
<4J 1 a g e
Appendi& C - $ntervie" protocols

$ntervie" Government authorit e-government project $ntervie"ee position $ntervie"ee name* .ate* Time duration* Area coding Code 1#$ A#S -#F %#F '#$nfr '#Sec '#Sta '#E&p E#1#$nfr E#1#Se c E#1#Sta E#1#E& p $nde& TB-, Area 1roject $nformation Adoption speed -rdering Factors %e" factors 'anaging $CT $nfrastructure 'anaging Securit 'anaging $T Standard 'anaging Technical E&pertise E&ternal 1ressure affect $nfrastructure E&ternal 1ressure affect securit E&ternal 1ressure affect $T standards E&ternal 1ressure affect Theme Transcript ;e* 'r# .eepa+, than+ ou so much for giving us this chance to conduct the intervie" "ith ou, as ou +no" "e are students form 3und /niversit , "e are conducting intervie" for our master thesis and our topic is a!out the technical factors affecting the adoption of e-government# First of all "e "ould li+e ou to give us a !ac+ground a!out this project, and tell us "hen the initial start of it too+ placeU# 'R# .EE1AA* This project is part of an e-governance initiative ! the Sultanate and "as initiated in 2BB< ! a tender !oard, after an international tender, and it "as finali(ed in 2BB>, on Septem!er ,: th , so after that the project started on,, th %ovem!er 2BB># This project is !asicall to meet the needs of all ministries including tender !oard, to streamline the processes, to implement the processes, maintain the fle&i!ilit given fle&i!ilit to ministr users on the usage of the s stem, so that ever thing is in an organi(ed manner and an incrimination of polic procedures is incriminated in central "a # /ntil no" there is no central plate form governing or lin+ing all ministries for this tendering purpose, so comment on that, it is the right time to initiate this process, "here is "e are this electronic tendering and electronic procurements under the e-government has !een initiated in the other parts of the countries, in other countries around more than ,B ears !ac+, so "hat happen this project is having 4 faces, there are five ministries identif , !ig ministries li+e ministr of 0ealth, Education, housing, $TA and Tender !oard# So these ministries are suppose to do a pilot stud of these ministries to find the reDuirement and develop the application accordingl and get them used that one and then to !e flo"ed ! the ,: ministries and then follo" the operation, maintains face so total the project is five ears, t"o ears is in the stud and three ears is for the operations# This is ho" the project starts# The scope of the project, coming to scope of project, start from tender creation, so "hen the tender document is read after the internal approval and all, then the documents are created in the online "e! service and it is posted in the portal the companies go to their <6J 1 a g e $CT TB Tender Board e-tendering 1roject 'anager 'r# .eepa+ 'o+a 2B,2KB6K,6 :6*B:
1#$
respective login, vie" there tender and ma+e an online pa ment to purchase the tender document and then the processed for the !it su!mission electronicall , there is no manuall interaction or an thing# $f the "ant an Duires or generation ever thing is done electronicall to interfacing "ith the ministries and companies# So after the !iding process completed, after the su!mission the need not come to ministr or tender !oard# -nline trac+ing is there, the can see the opening of their !its and their completed as per the procedure and policies and the can follo"ed "ith the ministr accordingl as a plan of provision, all this data e&change file management is handled electorall and s stem gives ou a trac+ "here the files are, "ith "hom, "hich user also it give the top management to revie" the files suppose it is stac+ "ith one person or to avoid the dela s, the can relocate this file to someone else to speed enough this process# So li+e that it faster the s stem and complete monitoring, electronic monitoring at each point, each ever da , each second, "here it is, "ith "hom it is, so "hat action !een done and alread trac+ is there# So "hat comments are !een raised, "hat is the clarification, if there is there in one snap shot, in the on'oE-clic+ of !utton# That is the advantage and putt of this s stem# Another specific feature is li+e as a said earlier, the integrated "ith online pa ment, so there is cash less transactions, earl the used, people used to come to the tender !oard or ministr to purchase the tender document, pa the mone , so this is "asting in coming all the "a and the have to !ring the stationar , +eep one resource engaged, so all this thing eliminated# Completed it is there from an "here in the "orld, no need to come in person to su!mit and put the tenders in the tender !o& along Dueue "aiting, the tension, there could !e dela in the flight, all this things e&clusive# So ever thing gives a total fle&i!ilit to !oth parties of the s stem, to the ministr users as "ell as to the companies, and one more thing is this freDuent visits to the ministries, the compan "e see normall the come for one tender, the come for ,B times, the concern person might not !e there# Again the +eep on lot of "asting the time of the ministr resource as "ell as their valua!le time# So "hen the post an clarification or an thing, "e have given interactive online communication tools# So that !oth the companies and the ministries can interact, to !e, clarified their dou!ts for small things even if there is clarification or an thing and one more thing for each an action "hether the person involved or not for him if purchase sometime the document alerts, 'oE-mail alerts "ill !e triggered, so that he is a"are that some changes have !een done in the tender, so carried out, the companies are alerted on this changes# 0e cannot told that he is not a"are of that, so that the s stem is automaticall triggering that# There is also S'S integrations for this, S'S alerts "ill go to him, some changes, and modification triggering that# For this varius stage of the tender# -r the tender has !een a"arded# Actions or "hatever action that are happing !ac+ to the companies, so this one# Another !enefits a!out this, "hether !idders do a profiling, until no" there is no tender related or the "or+ e&perience related, central s stem availa!le, data!ase availa!le# This is not a plain s stem for registering li+e just give a contact details, it is not li+e that# This 'oE-tendering s stem covers as a contracted data!ase information s stem, C.B$S, so complete information of the vendor compan from da one "hat is "or+ e&perience, ho" man persons are there, "hat is the %igeriai(ation rate, ever thing is trac+ed in the data!ase "hile registering in the s stem# There is t"o ear validit , ever t"o ears he has to update his profile, or additional information, that is reDuired# -ne more advantage of this, there is documents storage files, allocated for each compan , each compan has 2B'B space for a regular documents, li+e "hen he "ants to !id for a tender# 'anuall , have to ta+e "hole set of documents, ma+e three copies manuall and each time to the ministries# $f ou see realisticall , the information "hich is provided ! companies is so huge or e&pensive might !e, "hich it is totall diverted from the core element "hich is reDuired in assessing the companies eligi!ilit # $f $ as+ for a profit in last statement, the give ou "hole annual report, "hich is reDuired for the ministr to do an assessment of the compan , the need one single sheet "hich is signed, auditor sheet, "hich is sho" the profit and !alance account# For that the send us <BB pages document and give it to the ministr , so li+e that, "hat "e accept is, this s stem "ill stream line, "hat is the reDuired information and "hat the !u er can provide against that, so it "ill reduce the evaluation time# Secondl , the evaluation, "e have given a d namic comparison tool, li+e suppose one compan su!mitting one price, no" manuall , the have to open each price !ids, have to ma+e summar on that, the have to repair e&cel sheet on that one manuall , "hole time have to "or+ on that one and then rechec+ "ither the values are proper, then the
<:J 1 a g e
TB-2 A#S
TB-4
TB-6 TB-:
A#S
-#F
TB-<
-#F
have to su!mit to the higher management for decision# So suppose the higher management the "ant a specific report in a specific field, li+e suppose for e&ample, one A item is there ABC. are the ta&es, landed cost is the final value, the "ant onl the landed cost, again the e&ercise run again, !id come !ac+ to us, manuall again the have to prepare one more e&cel sheet or report, again the have onl to prepare the landed cost and as per the reDuirements the have to prepare, all these things are eliminated# Completel there is a d namic tools, "here the can select the fields and parameters "hich the "ould li+e to generate a report for them apart from the graphical representations# Another putt of that report is the online trac+ing# 3i+e the companies, suppose it is a"arded toad , immediatel the report is updated on run time, not in the end of the da # So suppose the compan @ is having more "or+, even that gives an opportunit for the decision comit or !oard to see "hiter this tender could !e a"arded to them, the have the time or recourses to spare for this project and the can ma+e a suita!le decision if there is a time and commitment is there to a"arded to other companies also, so those t pe of ho" much their success ratio, ho" much the participated, "hat tender the participated, ever thing is trac+ed completel # This is a integrated s sem, since all ministries "hich "ill !e using for internal tenders and even the tender !oard, so there "ill !e one stop shop for the tenders across sultanate# This is a national project and $ thin+ defiantl this going to changed the "a ho" "e do tendering right no", this is a!out the project# And coming to securit and other things a!out this project, it is highl secured project, it is having a 1A integrated and digital certificates complied applications, !ut since digital certificate are not there in %igeria, right no" the are esta!lishing a setup for that it "ill !e incorporated# ;e* 'r# .eepa+, no" "hat do ou thin+ a!out the adoption of this project, "hat scale ou "ill give itM 'R# .EE1AA* it is slo", !ut it is doing studl , !ecause there is so much of "or+ is there, the changed impact is much in this project, !ecause first, technical ever one used to paper "or+, no" mindset should !e there, it is going electronic# 7ou see less paper, less document ever "here, so ou have to get people use electronic "a of communicating, electronic "a of doing !usiness on their dail "or+, that is one !ig changed in the mindset# Second thing, is polic and procedures that have to !e done properl , !ecause this is all electronic transactions# Third thing is a!out the convenience, people have to get used to this, "e have to educate lot of participants apart from ministr users, compan also have to get adopted to this "a of doing thing, !ecause last 4B ears "e are doing the same manner# %o" this is a changed management coming# ;hen ou are "al+ing and giving a le&us car, ou have to get familiar "ith ou driving, ou have to find "here the gear is, "here the accelerator, so it "ill ta+e time for the common person to adjust to this thing, "e e&pecting slo" progress !ut "e are e&pecting studl progress on this# ;e* "hat a!out e-government in %igeria in general, "hat do ou thin+ of it 'R# .EE1AA* e-government initiative focus is ver much no"ada s a lot of projects are there, the e-government initiative, hope that ever thing "ill !e successful# ;e* "hat scale "ill ou give itM 'R# .EE1AA* it is slo" ;e* $f "e tal+ a!out the four technical factors "e have in this intervie", "e have infrastructure "hich consists of $nternet, net"or+ and data-center# Another technical factor is $T securit # A third one is $T standards and the final one is Technical e&pertise# %o" if "e as+ to order this, "hich one "ould ou give the first priorit , or sa is the most important technical factorM 'R# .EE1AA* first thing $ "ill !e giving ou is infrastructure, !ecause "ithout infrastructure "e cannot do an thing# Second is technical e&pertise, third is $T securit and fourth is the $T standards ;e* no" if "e as+ "h ou chose $CT infrastructure as the most important one# 'R# .EE1AA* "e have resources or "e can outsource resources, no" "e no" that in %igeria "e can get or e&patriate or domain e&perts from other countries and "e can do that, !ut to do the "or+ "e should have a proper infrastructure at least for them to get it done# $f not internal, through e&ternall to ma+e it done, "e have to have infrastructure setup to start off# That "e !e the first preference for me, "ithout infrastructure even if ou have resource "hiter it is internal or e&ternal, it doesnHt mater to us, it doesnHt add value to us# Secondl , having infrastructure it give the sense of accounta!ilit and commitment to go for"arded, so "e have invested capital, no automaticall that "ill trigger the
<<J 1 a g e
continues process of identif ing the resource, improving the resources and other related activates on that one# That $ feel strongl the first preference should !e the infrastructure# Even if ou have Dualified people here, resource or from outside, the are not a!le to "or+ if proper infrastructure is not there# Second thing is $T e&pertise, li+e "e have no" in %igeria lot of oungsters are there "ho are $T professional and other professionals, "hen $ go to $TA seeing a lot oungsters, not onl oungsters, there is a changed coming to all the persons, $ found in tender !oard one person, senior around 6: ears old, he is going to computer class to learn, that set the curiosit , "hat is this, ages no !ar, this e&pertise, this technical thing is not a !ig thing "e are demanding the should no" simple operation of a s stem and "e! applications# That $ thin+ "e are achieving, "e are doing the progress as far as %igeria channels are concern and $ thin+ that should !e the second point, !ecause after having infrastructure $ donHt have people to "or+, and "hat is the point in investing in that one, so $ rate the $t e&pertise as second point# Third point is the $T securit # After these t"o thing are esta!lished, ne&t come the concern, $ do a transaction, li+e a common !asic common man, "hen $ do electronic transactions li+e a pa ment, $ am reall "orried "hither m transaction is securel done, $ donHt no" "hether m !ids are secured, "hether m offered are secured, so $ rate this as a third thing, !ecause first functionall application should "or+, then "e "hether "e "ant to loc+ the door "ith 2 +e s, : loc+s, ,B loc+s# Then the securit handle come# First infrastructure then people in that, then securit part# Then coming to the $T standards, standards are iterative# -ne da , toda "e have $S--?BBB, tomorro" "e have $S--,2BBB, $S-- 2=BBB it +eeps on, there is no upper limit for the standards as such# $n 2BB, "e have one standards "hich ma !e void in 2BB:# $n 2BB: "hat the esta!lishment has a standards "ill !e su! standards "hen "e move on to 2B,B# So theses are iterated annuall or earl or a period of time, these are !enchmar+s fi&ed ! man for a Dualit iteration, so $ find that it "ill !e the last priorit # ;e* "e "ill move to management of each technical factor, if "e tal+ a!out the most important one "hich is the $CT infrastructure, ho" ou manage it and also "hat e&ternal pressures and difficultiesM 'R# .EE1AA* as far as infrastructure is concern, "e donHt have right no" an major issues or technical issues as such# Because "e are maintaining our things in the national datacenter, so that the national datacenter is hosting all the servers and 'oE-governance projects, it is under the governance of $TA and it is managed in a third part location# So that "a it is not a pro!lem, $ donHt find an major pro!lem in the infrastructure, that is one part it, esta!lishing the project hard"are, "hen it is coming to users, li+e end-user of the application, "e need !asicall $nternet and a computer# So $ thin+ that in %igeria it is not a difficult thing, $ thin+ it is an afforda!le price are there and this is !asic eDuipment# Because in school curriculum also, $ thin+ this computer is included# And ever house hold, is having one computer and $nternet, $ am not leaving apart the mo!ile $nternet and other things also availa!le ver free, onl the cost is slightl e&pensive, that "ill come do"n as per usage cross# ThatHs the glo!al trend happing, so $ find that infrastructure "ise, "e are read , %igeria is read # ;e* so is that li+e strategic plan to manage this technical factor, the infrastructureM 'R# .EE1AA* for m project, ever thing is handled proper plan, hard"are it is alread it has finali(ed, ta+ing into account the ne&t : ears, ho" man users, the gro"th and other things, factoring all these point, ever thing is design and planed in that manner# ;e* so for the infrastructure, it is rel on the government, li+e the $TA 'R# .EE1AA* no, infrastructure, actuall this project !elongs to the Tender Board, the contract itself, infrastructure is one part, hard"are is one part, soft"are is the other part# 0ard"are alread discussed "ith technical mem!ers from all the participants, their forcing plan and e&ecuted in proper manner, "hat eDuipments should !e there# -nl it is hosted in the %ational .atacenter !ecause of the $nternet connectivit and continuit of the service, it has to !e put in a datacenter, "hich is availa!le there in the %ational .atacenter# ;e* do ou face an e&ternal pressures in the management of this factorM 'R# .EE1AA* small issues are there, small issues in the sense li+e sometimes
TB-= '#$nfr
TB-> '#$nfr
TB-?
'#$nfr
TB,B
<=J 1 a g e
E#1#$nfr
TB,, '#E&p
TB,2
E#1#E&p
TB,4
TB,6
TB,:
'#Sec
the planning, multiple participant there, no" there are giving for management of that data to one part , %igeriatel is handling the $nternet connection, so ever start up or ever change "e have this miner issues not major issues, ! time it "ill !e a !etter planning# ;e* if "e move to the second one, "hich ou chose the technical e&pertise, ho" ou mange it, and "hat is the e&ternal pressures or difficulties 'R# .EE1AA* for technical e&pertise, first $ have a challenge is to train m team, "e have ta+ing oungsters from %igeria, continuall "e have in-house training, the have to !e sure to give support to others# So that "as a challenge to us, !ecause it is a planned project, "e had giving them various cases, "hat e&perience, and "hat are their comments "hich "e carr to others, "e chat "ith them, made them to understand "hat "ill !e the li+el case could occur and "hat are the challenges that could !e face and ho" to handle it# For e&ample, $ "ill give ou one small e&ample, li+e suppose one person calling from Salalah or some other inertial region, "here he might have the $nternet and a computer !ut he might not !e a"are of the application, either he come in person here or, so ho" "e "ill give support to him# At least "e can ta+e them ! the team vie"er, using technicalities, li+e using the team vie"er sessions "e can guide them ho" to do this# Secondl , he can do"nload, "e have put the training +its in the form of screen, not a "ritten te&t, so the end-user "ill relate to him in the process "ith graphical representations, "hat the ne&t and so on# ;e adopted this strateg to overcome this thing, "e have not put li+e just one document and ou read it to interpret "hat "ords, steps, it is not li+e that# Ever screen "ise, "hat steps and "hat is the e&planation the have to do, it is graphical representation, so ma+e it easier, then "e are using team vie"er session to help them, guide them, suppose he cannot come in person# Apart from that, suppose the 6th grade or 4rd grade categor , contractures are there, ho" are "ea+er, the donHt have a huge !usiness esta!lishment li+e e&alt or ,st grade, so for those t pe of people "e as+ them if the need our support, the "ill come in person# So ma+e them, help them, "e educate them, parallel "e ma+e them learn their "or+ also# $t is t"o, li+e hand holding, not specific lin+ing each individual li+e ou are coming "ith ou documents, ou guide them, register them, guide them ho" to do their "or+, ma+e them set "ith us, so that "e donHt do their "or+# So "e educated them together and this result "ill come later, "e have to "ait# Al"a s as "e sa that the policies, need is the mother of invention# And until his tender is there, or unless ou ma+e it necessar , ou "ill not get certificate unless ou "rite this e&am, ou "ill "rite, other"ise ou "ill not "rite# So same thing it is driving ! that, so hopefull this change "ill come faster# ;e* $s there an e&ternal pressures in the management of this factorM 'R# .EE1AA* "hen "e go to ministries, there "ill !e not !e some infrastructure related li+e !and"idth is less, or ;i-Fi connection, !ut in %igeria, the ministries "ise coming faster# 3ot of infrastructure has !een provide, sufficient infrastructure is provide, funds are there, ne" technolog is there and government is also helping the ministries in giving the training, providing them a products of "indo"s or latest -S and other thing also# ;e* "hat a!out the $T people "ho suppose to ta+e care of this project, do ou have difficulties 'R# .EE1AA* $ donHt find difficulties, $ find ever one is corporative and ver friendl , as $ told ou, $TA is a consultant for this project and the team or "ho is involved their the are ver corporative and friendl ;e* "e meat a vie" project, the successful e-government project in %igeria, Tender Board is one of the successful project, the told us "hen the hiring $T e&pertise after sometime the "ill leave to"ered the private sector# 'R# .EE1AA* here "e donHt have that issue, as $ told, this project done ! e&pertise in $ndia, "ho is having ,B ears e&perience# ;e "on /%BS a"ard, "e "on the second GCC a"ard also# So "hat happen, the core management team, the top management team, the e&pertise is carried ! this people# This is a small team, it is in a p ramid level, the !ase level, the help dis+, second level, middle level totall managed ! %igeriai, local people "ith local talent# So defiantl all the time "hat happens, iteration is the correct term, li+e people leaving after learning or something# Till no", this issue does not happen, and hopefull "e retain that people# ;e* if "e move to the third technical factor, $T securit , ho" do ou manage itM 'R# .EE1AA* 7eah, as $ told ou, this project is alread esta!lished project in full operation, "here the people ma+e an assessment of this and the have adopted
<>J 1 a g e
TB,<
E#1#Sec
TB,=
'#Sta
TB,>
'#Sta
TB,?
TB-
it# So $T securit , there is no compromise in this, $nternet transaction securit is main point# 3i+e $ have the $nternet, $ do the application and $ have the application !ut "hat a!out ho" securit , li+e "hen $ do online pa ment or "hen $ su!mit m transaction it should !e secured# -ther"ise the end-user "ill not !e confident or "ill not use the s stem# $t is a private thing# Even the datacenter is totall hosted, in the %ational .atacenter, the transactions are completel encr pted# Even the online pa ments, that is done ! the $TA 'oE-pa ment portal, thatHs a common portal and "henever the su!mit their tenders or offers "e do a client side encr ption and data comes and stored in the data!ase# So even the service provider if he "ishes to see the date, the cannot see the data# -nl after the tender is open, !its are open then this data is decr pted ! the person "ho is assigned to the decr ption# This is the same car loc+ and +e s stem# So "e are further ta+ing it to the ne&t level "ith the introduction digital certificates, so the securit as such is, "e can sa , "e are on part "ith a glo!al standard# ;e* so there is no e&ternal pressure to manage the $T securit 'R# .EE1AA* %o, there is no pressures, "hen "e have is audits "ill !e there conduct periodic audit, that a government appointed the team, and this project is alread ! a third part , that ever thing has !een tid ing up, ever thing "ill !e scrutini(e "ell# Then "e onl open it for the pu!lic# Because of the customi(ed solution periodic audit "ill +eep on happening# ;e* "e "ill move to the last technical factor "hich is the $T stands, "hat is our management plan to deal "ith the $T standards 'R# .EE1AA* $ +ept the infrastructure read , $ +ept the application read , no" resources are read , no" ho" do ou !enchmar+ this standards, first our goal and o!jective in %igeria case scenario people should use the s stem# That should !e the first target, if ou +eep the !enchmar+ level high, and if ou said this standards or that standards# The standards are esta!lished ! the users# 7ou should not tr to adopt or imitate "hat standards that is in the glo!al or something as a caseE this "ill !e good to see# $ am not sa ing the standards should not !e there, !ut standards should !e esta!lished once the usage should !e the first priorit # -nce people start using the s stem then it gives us the freedom to fi& the standards, it should !e done in a face manner# The mista+e, "hat $ feel no" is happing in %igeria is "e fi& the standards and the gap !et"een the standards and technical e&pertise is ver huge, it should !e !ridged# ;e are focusing on standards !ecause of international standards, !ut first our users are ne", and users are not te&t heav , ou cannot educate them across the ta!le, it needs time for them to learn the e&perience and get that e&pert, it has to !e acDuired and acDuiring ta+es time# ;hen the are read , then ou !enchmar+ him, o+a , ou fi& 4: mar+s# 4:I as a pass and let them achieve that, then ou fi& :B, then ou fi& =B# That should !e the standards that should !e ho" the standards is defined# $t is li+e a !a! , it has to gro"# That evolution "ill has to decide the standards in a face manner# $t should not !e li+e $ had !enchmar+ this one and ever thing ou compl "ith this, "here the "ill go# For e&ample, $ "ill tell ou a practical e&ample, there are digital certificates, !ecause it is li+e a to+en that is given, digital certificate stored there, if ou straight da one ou sa ou have to use digital certificate ou have do to encr ption, decr ption , if ou tal+ to a common man, he cannot relate that# Standard should !e esta!lished in relation to the user, onl then it "ill !e successful# AC is not "or+ing !ut ou are enforced to "ear a tie, means ou "ill suffer, so the standards that AC should !e "or+ing properl , onl then ou are insist on "earing a tie, so this is m opinion, this m personal thing# ;e* "hat a!out the government side or the $TA 'R# .EE1AA* government side, ever standards is there, all the standards are there in !oo+s and the are tr ing to implement in some projects !ut "hat again $ "ould li+e to tell each project is evolving one period of time "ith different reDuirements, no" "hat the are tr ing to do is to !ring them in one !as+et ;e* as an open $T standards 'R# .EE1AA* eah, the have some technical $T standards, ever thing is esta!lished, even $TA is ne" !a! , onl from last 6 ear it is active thing, earl "e donHt have an thing, so the project, all the project "hich is out of their domain, the tr to !ring it under one thing, there are some conflicts, conflicts in esta!lished standards, !ecause each s stem it is having it is o"n !enchmar+ing standards esta!lished# $f ou !ring it to the s stem, ou have some five pre reDuirements then $ "ill not come to the s stem, so these t pe of issues are there, "hich $ thin+ hopefull the "ill reali(e it and sort it out# ;e* so !asicall the $TA, "ill not li+e enforce or reDuired our project to use a
<?J 1 a g e
2B
'#Sta
TB2,
TB22
'# $nfr
TB24
specific standards 'R# .EE1AA* eah, there has !een some conflict li+e suppose there is one C$S portal, C$S, central information securit some !ig project, the "ant ver am!itious that all traffic !et"een the ministries and ever traffic should !e encr pted, not to !e a plain traffic, !ut that is a ver !ig project "hich has to !e done over time, !ut ou cannot do it "ith a !enchmar+ millstone "ithin a time period, !ecause there are a lot of issues on participants, a ministr portal should !e read "ith their eDuipment, infrastructure should !e in their proper thing, !ecause it is for different time period# $n $T, this time period ma+e lot of difference# ;ither applications or hard"are, an thing related to that, the "ill have a time period, li+e a said, in 2B,B, "hat infrastructure, "hat soft"are, in 2B,4 it might !e outdated, ou might have ordinar service, no" ou "ill tal+ a!out !lade service, tomorro" "e donHt +no" "hat "e "ill go to tal+ a!out# First have a common point, select a minimum, suppose there are ,B parameters that have to !e reDuired to full feel to complete it, letHs start "ith one, t"o, then that strateg has to !e evolved !ased on current practical situation, ou should not im!ues a strateg , ou have to adopt a strateg , thatHs ma+e a lot of difference# The "a "e approach to the pro!lem, the strateg has to !e adopted, "hat is !est suiting for us, then onl this "ill !e a successful# 7ou start to im!ues a strateg "hich is fi&ed one, that "ill !e rigged# This is ho" current approach or scenario is li+e, "hat $ feel# ;e* since "e have four stages in order to implement the e-government, so ho" "e can distri!ute these factors among these stages, for e&ample the first one is emerging or static and the second one is interaction, the third one is transactional, and the fourth one is integration, ho" "e can distri!ute these factors among these stages, ho" much important $ mean, the factor num!er , is it important just in stages , and 2 and once "e go further in stages 4 and 6 "e cannot consider it as a successful factor 'R# .EE1AA* integration should !e the last one, so first ou have to group then to see ho" to integrate, !ecause ou "ill !e "ith full fle& s stems, "ith a full fle& s stem then "e can see ho" it has !e done# Suppose ou are initiating something ne" it is !etter to have ta+ing into account all these factors into mind# 3i+e ou should have a road map, first a road map, this s stems are there are there ou have to find "hich are the critical s stem, the critical path "hich are follo"ing in line "ith that, suppose an thing coming or an thing gap, that those thing should !e lined or part "ith e&isting esta!lished project, not in its o"n# ;e have to have a total control or product line# $ thin+ the responsi!ilit of $TA and other### ;e* in our point of vie", is the infrastructure is more highl important in stage ,M 'R# .EE1AA* see infrastructure, for e&ample, first ou should have a vehicle to drive, it is li+e a vehicle, !asic common related to common life, first "e need a vehicle to drive, "ithout vehicle a driver cannot drive# So car is li+e infrastructure, first infrastructure should !e there# $f the infrastructure there, then it is a lia!ilit on us to trained the drivers# Then ho" to loc+ our car, !ecause then comes the thought of "hiter someone steeling ou car "ill come, "ither ou "ant electronic loc+ ou "ant a manual loc+ or ho" ou "ant it or ou "ant totall laser control, sensor, that ou "ill decide, that it second, then comes the standards, li+e ou "ant to go to "hich model# ;e* the last Duestion "e "ould li+e to as+ ou if ou li+e to add an thing else 'R# .EE1AA* $ "ish ou all the !est to ou gu s and $ thin+ our research "ill should !e useful ou "ill contri!uting more to it since ou are %igeriai $ thin+ ou "ill understand other aspects of it# $ thin+ "e are doing ver good in %igeria, the sultanate actuall the initiatives and other thing "hich is undergoing "hich $ have seen personall , as an e&pert, $ am telling, "e are coming from a place "here alread $T in full chrome, !ut still "e can do much more here, the scope is al"a s there, much advertising, and sho"ing, lunching the e-government project, rather than non-clarit in implementing the project, implementation "hich is a need for technicall "e have to ma+e that relate that to a common man# Suppose 'oE%igeria is there for e&ample, +ios+s is there, other things are there, !ut ho" man people are using that, "hat steps ma+ing them to use that# $ thin+ more focus should !e on ho" to get it reach to users# 1a utilit is open center, in $ndia, "e have similar s stem "e call it 'oE-saver, 'oE-saver mean electronic help, "hat the do, ou can go there, it is a single stop for our electricit !ills, li+e "hat "e have here, "e have -$FC, again it is incorporated entit sort of thing, separatel the have given, it is a pu!lic interest, ou can do an thing there, ou can !oo+ our tic+ets there, ou can !oo+ our !us tic+et, ever thing in centrali(ed one +ios+, one hu!, li+e a shop, all government utilit are listed there, in distance
=BJ 1 a g e
places also, !ecause people coming all the "a to pa or something, first the role side, "e have to ta+e care of that, that t pe of esta!lish center are there, ou charge for it, one transaction ou charge ,BB Baisa, that is more than enough to operate this center independentl # 7ou have to give emplo ment for 2 or 4 people, it creates emplo ment for oungsters, capital has to invested ! the government, it "ill !e a fantastic thing, it "ill !e under one thing, and people feel o+a to go, no" $ can see that $ can pa m all !ills in single point and then ou donHt go to some other places li+e R-1, -$FC, Tender Board to pa the fee# $s should !e one stop# $ donHt "ant run around ,B places, all the revenues of "hole %igeria going to '-F# ;e have no" open ,B-2B collections centers, all the mone routed to government to 'inistr of Finance, "h "e donHt open this collection center "ith one stop# ;e should have something li+e that in %igeria, "hatever ou do, ou spend millions, ou spend trillions, "hatever ou do, ultimatel for "hom ou are spending, it is spending to the common person, that person should relate himself to this advancement of the technolog , he should see the !enefits, onl then "e "ill succeed# $ thin+ there are some void there# TB26 ;e* so "hat a!out it, do "e need to create or !uild something in order to educate the users and go to this stage 'R# .EE1AA* see here "e have t pical $T pro!lem is, education doesnHt come voluntar , or learning doesnHt come voluntar , !ecause, thatHs "hat $ told ou the missing lin+ is the relationship, "h $ should learn, "hat is the purpose, o!jective, see for a compan he "ill learn, suppose 'oE-tendering, the "ill learn, !ecause for them do a !usiness, so defiantl even if he doesnHt have a people or he doesnHt have $nternet or he doesnHt have a computer, "hatever might !e, he "ill see to that he is eDuipped and has to do it to conduct !usiness thatHs different, those project drive is there mone is there "ith a contractor, !ecause "e are not dealing "ith individuals, "e are dela ing "ith companies, minimum companies a!le to spend ,:B Ri al, he doesnHt mind, !ecause a tender !oard fees accept 2BB Ri al, there are "illing to spend that much of mone , even if he is not having a computer or not having $nternet, it doesnHt mind, !ut for individual, "h should $ spent, "h $ should learn, there are learning programs, there are education program are there, it is not ne" in %igeria, "e are having it for the last ,B,,: ears "e are having that one# There are giving merit, the are giving scholarships, so "hat is our !enefit, ou "ill as+ this Duestion as a common man, "hen $ someone sa s, ou please use this, portal, or go to this thing and ou can, "h $ should $ go, for this $ should go there as "ell as $ can pa here, these are mine !loc+, !ecause ou donHt find it related, ou find it un"anted, this relationship once it is esta!lished, this training, ever thing ma+e sense# 7our foot is !ig, "ithout salt ou cannot taste it, the salt is this training, to top it up, to ma+e ou complete a"areness a!out this# Training, if $ give training after one da ou "ill forget it, it is not li+e that, ou should feel the need# The need should !e created for each person and this project "hich are there, e-government project, should have a segment group, "hat the "ant, o!jective, "hom the users, it is not li+e that pu!lic# $t should not !e a !lan+ gutter to o!jective, it should !e to "hom the segment ou are targeting, is it fulfilled the o!jective, these t pe of stuff the have to revie" and revaluate themselves and restructure the strategies accordingl , people "ant to e&plore this application, li+e that, give some innovativeness and target "hat ou "ant to achieve, thatHs ho" ou can ma+e an project successful, "ithout relating it "ill +eep on going, it should not !e that case#
=,J 1 a g e
Appendi& . - $ntervie" protocols

$ntervie" Government authorit e-government project $ntervie"ee position $ntervie"ee name* .ate* Time duration* 'o'-, 'inistr of 'anpo"er 'anpo"er $T manager securit consultant 'r# Rajesh Ramomeni 2B,2KB6K,: 42*,=
Area coding
Code 1#$ A#S -#F %#F '#$nfr '#Sec '#Sta '#E&p E#1#$nfr E#1#Sec E#1#Sta E#1#E&p Area 1roject $nformation Adoption speed -rdering Factors %e" factors 'anaging $CT $nfrastructure 'anaging Securit 'anaging $T Standard 'anaging Technical E&pertise E&ternal 1ressure affect $CT $nfrastructure E&ternal 1ressure affect securit E&ternal 1ressure affect $T standards E&ternal 1ressure affect
$nde& 'o',-,
Theme
Transcript ;e* 'r# Rajesh "e)d li+e to than+ ou for giving us this chance to conduct the intervie" "ith ou, "e are students from 3und universit "hich is in S"eden, "e are doing master degree, our thesis is a!out technical factors affecting the adoption of e-government, tell us a!out our name and our position here# 'r# Rajesh* ' name is Rajesh Ramomeni, m "or+ here from last t"o ears and $ "or+ as $T manager securit consultant
'o',-2 1#$
;e* so "e)d li+e to start "ith our first DuestionO please tell us a!out e-government portal ou have "ith the services and "hen it "as the initial startO## 'r# Rajesh*$ joined here actuall 2 ears !efore $ guess it "as started from 2BB2 the started "ith the small project identif ing "here the citi(en getting more pro!lem or the are coming cro"ded out of that, then the started pioneer of automated things# The are started as "e are as using +ios+, "here the people can go and clarif their dou!t on their o"n and the have automated call log-in so if ou have an clarification if ou "ant to +no" through the agent or an one ou can call them the have the toll-fre'oE-num!er, then the can go and get clarif on their o"n if the cannot ta+e it, then the can come directl to the ministr and then the can get the clarification, so "e are the pioneer of implementing that automated s stem in %igeria, it)s the first ministr and the started actuall as $ understand it from the needs of citi(en as "ell as other agencies li+e other
=2J 1 a g e
ministries, the might verif the manpo"er details or something so "e provide some secured details for them and "e collect our, getting feed!ac+ from them and the can use our data at the same time "e also use their data for the mutual understanding !et"een the agencies, government agencies, and also "e do the services for the !usiness people for e&ample "ho have sponsors data!ase here so if the ta&ation department or ministr of finance reDuired data a!out the sponsor compan "e give them the details, so "e are in the middle of helping the !usiness as "ell as the citi(ens as "ell as other agencies# 'o',-4 ;e* -+a in our research "e found four technical factors the first one is the infrastructure Fpart of it is $nternet, net"or+, datacenterG an other one is $T securit the third one is $T standards and the fourth one is technical e&pertise so from our vie" of point from our opinion "hich one ou thin+ is the most important technical factor from the fourth# -#F 'r# Rajesh* -f course the infrastructure "ill !e the first, second "ill !e the e&pertise, third "ill !e the securit , and finall is $T standards# Since $)m dealing "ith securit , $ "ill tal+ a!out it as one of the most important issues, so $ $T securit , !ecause "ithout !rea+, For hornG its harm and ou neither can nor drive the car# ;ith those ou ma !e have lu&ur vehicle !ut if ou do not have !rea+ and horn Fits harmG to use on immediate or urgent situation, !ecause the a"areness here, its no", "e are generating a"areness "e have created more a"areness session to people here and the idea is to helping us in term of secured a"areness to the pu!lic ;e* "h do ou thin+ the $T securit is important factorM -#F 'r# Rajesh* Securit is important !ecause net"or+ and $nternet gives fle&i!ilit to us !ut the fle&i!ilit people treated as the are accessing, if ou "ant to connect to the $nternet ou are at the ris+ that ou need to ta+e an action ;e* So "hich one ou thin+ is the second one# -#F 'r# Rajesh* The second one could !e the technical e&pertise, !ecause $ ver "ell remem!er a full "ith the tool still a fool O# 7ou might !e having un-num!er of securit devices and "hatever ou have !ut if ou do not configure properl or "ell then ou are under the determent# ;e* the third oneM -#F %F %F 'r# Rajesh* The third one could !e the securit and the forth one could !e $T standardsOand fifth one "hich ou missed out is $T governance ;e* $T governanceOour purpose research is to search a!out technical factors# Could ou e&plain more a!out itM 'r# Rajesh* Even technical factors come into $T governanceOseeOm top management is pa ing for "hat the "ant itOif ou are not planning "ell and if ou are not +eeping enough data to "ithout management then "e are lac+ing somethingOthe understand something and "e are doing something so there is a !ig gap $ seeO this $T governance integrate Fmissed-"ordG 'o',-> 'o',-? ;e* An other factors that ou "ant to add to this other than $T governanceM 'r# Rajesh* For me $ thin+ that $T governance is missing as $ said no"# ;e* %ice Sir "e "ill more search a!out it, as a ne" technical factor O shell "e discuss a!out our management of each factor one-! -one, if "e tal+ a!out $T securit , can ou tell us more a!out itM 'r# Rajesh* Because of the e&ternal pressure coming on, for e&ample no" c !er-la" has come and pattern-la" has come and the are going to amend intellectual propert right ver soon and pro!a!l the protection or privac might come in the future, so these are
'o',-6
'o',-:
'o',-<
'o',-=
'#Sec
=4J 1 a g e
e&ternal pressures ma+es ever government ever entit to getting into $T securit # 'o',-,B '#Sec ;e* .o ou thin+, ho" do ou manage the $T securit M $s there li+e a plan for itM 'r# Rajesh* 7eah, "e have a plan, "e have a strategic plan, ho" "e are going to handle the e, it starts from user reDuests to fulfilling the returner, and "e are, "e are using some other mode li+e net"or+ and $nternet for helping the users and our citi(ens in that "a secured connection, secured authentication, secured data transfer and secured storage this all record as adjust tools# ;e* $s there an difficulties to manage this technical factors as e&ternal pressures from outside of our organi(ationM 'r# Rajesh* Can ou give an e&ampleM 'o',-,2 E#1#Sec ;e* 3i+e for e&ample no" ou are managing $T securit in the ministr , is there an e&ternal pressure from outside the ministr M 'r# Rajesh* The e&ternal pressure in the sense for e&ample* policies as $ told ou c !erla" securit , "e have to complain "ith it, $TA has developed amended c !er securit and pattern-rights and all these policies are amended ! ro al decree# ;e have to adhere to the polices and follo" "hat the are sa ing, and if ou not complained then "e "ill !e in the lost# ;e* $s there an other difficulties as e&ternalO# E#1#Sec 'r# Rajesh* E&ternal pressure ma !e li+e lac+ of a"areness people might not !e a"are of "hat the are doingO#that is the main things# 'a !e the a"areness could !e the most important# ;e* $f "e move to the second factor* technical e&pertise, ho" do ou manage itM 'r# Rajesh* Sure "e have the strategic plan, the do individual development planOtraining development plan for the each individual in the other department, "e identif "hat is the strength and "ea+nesses and "hat is the opportunit and threats for themO "e do a +ind of S;AT anal sis and "e ensure that each individuals is performing as the aspect level## $f## ifO for e&ample if one person does not possess e&perience in the programming orOthus he is doing a programming jo! !ut he might reDuire more stuff more +no"ledge on the programming for that "e send them for a course and "e "ill see the improvement after coming !ac+ from the course "e "ill assign him individual project or some +ind of model to verif that he did understood the course "ell or an thing reDuired furthermore# So individual attention is happening also $T conduct more "or+shop and other stuffs for e&ample seminars and also the invite us and "e nominate people "ho love in that and "ant people "ho "ant and can to !e e&pert so this is ho" "e ma+e the individual performance, so individual performance "ill help us to satisf our management o!jectives and goal ;e* second part of the Duestion "hat are the e&ternal pressure or difficulties in managing $T e&pertiseM E#1#E&p 'r# Rajesh* 'anaging $T e&pertise is the salar in government the - off no" the record people no" the start to compare financial things, the might get a good !enefit from the government !ut the loo+ at in the mone so the , the go to the private sector, private concern also private compan the are coming up no", "hatever the e&pertise level "hat the are getting here and the use it for their personal, in the other "a , it)s good for %igeria, people are serving for the countr # ;e* So "hat do ou do to manage this situation, for e&ample that ou have the technical e&pertise "or+ing and suddenl the are leavingM 'r# Rajesh* 7es, "e have auto of handover and ta+eover, the person "e tr to convince
'o',-,,
'o',-,4
'o',-,6 '#E&p
'o',-,:
'o',-,<
=6J 1 a g e
E#1#E&p
"ith clear of meeting if it does not appl and "or+ out then "e have the handover ta+eover, he has to handover all the responsi!ilities and "hatever he has to transfer to the other person and then !oth of people should ac+no"ledge it that "hatever the transfer he got it and the person "ho getting the +no"ledge he has to accept, and he has to give concern to us# N7es $ have got all "hat $ "ant# ;e* The third technical factor that ou did select is the infrastructure, ho" do ou manage it , "hat is our plan to manage itM
'o',-,= '#Sta
'r# Rajesh* 7es, "e are aiming to get $TA to complain to the datacenter standards, "e are still tr ing to, so far ph sicall and logicall and ever thing is secured and still "e are going toOfor more strengthen securit on the datacenter net"or+ and $nternet# For the ph sical securit $ do not "ant to e&plain the "a that ou have seen the ph sical securit for thatO logical securit , it)s there# ;e* $s there an e&ternal pressures and difficulties in managing thatM
'o',-,>
E#1#$nfr
'r# Rajesh* E&ternal pressure for the +eeping the datacenter up and right is, "e are providing 26! = service to the citi(ens and for the other entit also during the "or+ hours so "e have to +eep our servers and net"or+ eDuipments up and running ;e* an other difficulties from outside the organi(ationM
'o',-,?
E#1#$nf
'r# Rajesh* The manpo"er might face the electricit issues, "e have alternative for it !ut sometime it goes !e ond our e&pertise, the alternative that "e have is to satisf ing for some certain time, !ut the electricit , in %igeria the onl have one there is no alternative electricit suppl providerOthat is the issue# ;e* The last technical factors that ou selected is $T standards, ho" do ou manage itM 'r# Rajesh* 7apO "e have standards, the standards come from the !est practicesO# ;e also create our o"n standards on our mode, !ecause "e have a good !est practice in the team follo" and the also invent some other practices here and pro!a!l "ho +no"s "hatever "e follo" can !e given to some other ministries to follo"# $TA has come recentl the did a surve and the too+ some of the practices from us to suggest to other ministries ;e* $s there an difficulties or e&ternal pressures for managing $T standardsM 'r# Rajesh* There is no such pressure !ut if ou start complain to the standards o!viousl the performance level "ill !e increased and the management also getting satisfied# ;e* So for e&ample, from the government side or $TA, are the enforcing for e&ample our ministr to use specific standards orM 'r# Rajesh* %o so far, no there is no force from them !ut !eingO"e are follo"ing !est practices around here so "e get certified for $S- 2=BBB for the information securit management s stem, and "e also get more a"ards from other "ell-+no"n agencies
'o',-2B '#Sta
'o',-2,
'o',-22
'o',-24
;e* "e +no" that, this is "h "e are selecting our project E#1#Sta 'r# Rajesh* So e&ternal forces nothing !ut pattern rights la" and c !er la" "hich are forcing us to complain "ith $T standards and $T securit standardsO#an thing elseMMM### ;e* "hat do ou thin+ a!out these four factors, starting from $T infrastructure, securit , and so on, ho" can ou distri!ute these factors among the four stages concerning egovernment adoptionOfor e&ample* the first stage is concerning e-government is emergence, the second one is interaction, the third one is transaction and the forth one is integrationO so ho" "ould ou distri!ute these factors in such stagesM So "hich one is important in stage num!er one
'o',-26
=:J 1 a g e
'r#Rajesh * can ou list do"n the stages## please 'o',-2: ;e* $ntegration, transaction, interaction and emergence Fstatic, information for e&ample the static "e!site G 'r# Rajesh* So in that case the infrastructure could !e the first one in that case to satisf our Duestion, the infrastructure "ould !e the first one !ecause then "e need to interact and doing transactions and then to integrating "ith other ministries or integrating "ith their data!ase or "hatever, so the infrastructure is the most reDuiredO# For e&ample* first "e have to design a car as simple as parts and create the car and then after that the securit come, "e have to have a !rea+ and horn and the seat-!elt and "hatever for the securit OO the third thing is ou can name it as an one of the model of the car, ou can name it the seat li+e this "heel si(e and the "indo" si(e as "ell and ever thing that !ecome as $T standardsO## and just putting ou to understand and finall the technical e&pertise# $f some pro!lem "ould occur in the car, ou need to have some!od to help ou on-time, the should not ta+e the research and development, the should easil trou!leshooting "hat is the e&act pro!lem# So the order is as ou transfer our Duestion is# O !ut if ou as+ me personall "ithout getting the e-government things $ "ill choose start from securit O# 'o',-2< ;e* ;hat a!out open source, do ou thin+ that this open source "ill affect the use of $t standards for e&ampleM 'r# Rajesh* 1urel it depends on "hat ou are loo+ing it## "hat +ind of open source to use 'o',-2= ;e* For e&ample the applications 'r# Rajesh* Still open source does not have intellectual propert right, ou can use it and ou can fire it !ut no!od "ould do code revie" as part of it on that no!od is certif ing itOthis is authentic open source and ou can use it, no!od can come for"ard to tell this, so according to me, for the ministr , for a good sac+, $ "ould not recommend for the open sourcesO pro!a!l for the private concern this is cost-factors involvesO if $ "ould li+e to purchase something the license have to !e## That matters, so private concern the can go for open sources and government to not go for according to me as a securit person## Because no!od does the code revie" and no!od does the validation part as "ell# ;e* And this one fine if it goes "ith the organi(ation 'r# Rajesh* Even "ithin the organi(ation "hen the connect the net"or+ automaticall something goes and no!od authenticate and no!od sa s that this is a secured applicationO so that "here "e have a pro!lem## $f ou as+ the programmers, the "ould sa es it)s good for them !ecause it is hand for them !ut if ou as+ the securit person $ "ould sa that there is no securit "ith it# $ am loo+ing from the securit perspective and the loo+ing to it from comfort perspective ;e* $s our servers part of the national datacenterM 'r# Rajesh* 7es ;e* So ou handle our servers here or thereO 'r# Rajesh* 0ere and there# ;e* BothO "h !othM 'r# Rajesh* 0ere to "e need to have some !ac+ upO ;e* so the main server is here or 'r# Rajesh* %o this is the primar and there is act as a secondar if something happen to the primar no" and that "ould !ecome the primar until "e recover the normal status
'o',-2>
'o',-2? 'o',-4B 'o',-4, 'o',-42
=<J 1 a g e
'o',-44
;e* .o ou thin+ that open standards "ill push the adoption of e-government fore"ord or it "ill eliminate itM 'r# Rajesh* Actuall it depends on the government and the people "ho are going to use the application
'o',-46
;e* So do "e have to create a closed-standards to for e&ample encourage the ministries to enhance the adoption of e-government or just ma+e an open standards for application and hard"are side 'r# Rajesh* Can ou rephrase itOpleaseM
'o',-4:
;e* ;e have here t"o t pe of standards, "e have open-standards an open list for man policies for man t pes of soft"are and "e have here closed-standards, so "hich one is !etter in order to accelerate the e-government adoptionM 'r# Rajesh* 1urel it depends on the management and $T governance, $ tell ou "h governance come into the picture close standards ou must to follo" !ut the open standards "hatever ou "ant ou can ta+e it and adopt, so that our s stem "ill !e most, ou ma sa ing some open suggestion and ou are sa ing strictl ou have to do itOo+a O $ have to do "hat ou sa and also $ give his suggestion and $ "ill implement it here, so $T governance the "ill suggest, if ou corporate $T governance pro!a!l "hatever suggestion ou are giving, ever thing "ill !ecome complete and full-secured s stem "e "ant, so ans"er to our Duestion is !othO purel it depends on, there is no compulsor thing in that case, here there is a compulsor
'o',-4<
;e* ;hen "e come to the last stage of e-government adoption "hich is integration some of the standards does not "or+ compati!ilit "ith others so here, do "e have to force start using the closed standards or ma+e it as its 'r# Rajesh* 1urel it depends on the usage and the !usinesses## Again it)s the senior management has to decide on "hat the "ant to and "hat are the organi(ation o!jectives### if the standards is going to satisf our o!jective pro!a!l "e can go
'o',-4= A#S 'o',-4>
;e* .o ou thin+ the adoption of our organi(ation if "e give it a scale ver slo", slo", medium, fast, or ver fastO"hat scale ou "ould giveM 'r# Rajesh* Fast ;e* ;hat a!out %igeria in general the adoption of e-governmentM A#S 'r# Rajesh* $ "ould sa , its good fast## recentl do ou here a!out 6,,,, 'uscat municipalit have also implemented the all ta+e from us, "e have toll-fre'oE-num!er, $B'S s stem, and no" the have started, its full automated, it)s +ind of on'oE-to-one services, if ou have po"erful pro!lem ou can call ,,, our call "ill !e recorded and ou "ill !e given immediate attention on, so this is one e&ample of improving egovernmentO if ou "ant to get more information a!out ministr or an clarification pleaseOcall the toll-fre'oE-num!er and ou can find it in our "e!site, ou can call and then ou can get the clarification for an dou!t related to our pro!lem ;e* $s there an thing ou "ant to add for the intervie" regarding the factor affecting the adoption of e-governmentM 'r# Rajesh* ;hatever "e do in the ministr of manpo"er, "e understand the need of these thic+-"all and "e understand the o!jective of the ministr of manpo"er "hatever initiative and "hatever ne" project "e ta+e is that aligned "ith the o!jectives, in that "a "e are a good in $T governance as "ell as e-government# This "ill help us in the strategic plan
'o',-4?
'o'-
;e* An thing else ou "ant to add
==J 1 a g e
,-6B 'o',-6, ;e* Than+ ou ver much# And "e appreciate our time 'r# Rajesh* Than+ ou#
=>J 1 a g e
Appendi& E - 'inistr of 0igher Education Ara!ic intervie" summar

$ntervie" Government authorit e-government project $ntervie"ee position $ntervie"ee name* .ate* Time duration* 'o0E 'inistr of 0igher Education 0igher Education portal .eput .irector 'r# TariD Al-Balushi 2B,2KB6K,: 24*:6
;e intervie"ed 'r# TariD Al-Balushi, a deput director from 'inistr of 0igher Education regarding the technical factors affecting the adoption of e-government# Firstl , he tal+ed in !rief a!out their e-government project "hich is 0igher Education 1ortal and the adoption speed of e-government adoption in their project and in %igeria# Secondl he ordered the four technical factors effecting the adoption of e-government as follo"s* ,# Technical e&pertise 2# $CT infrastructure 4# $T standard 6# $T securit Thirdl , 'r# TariD e&plained in details the reasons !ehind the order selection he chosen# Fourthl , he e&plained the management as "ell as the e&ternal pressures of each factor# Finall , 'r# TariD, did not add an ne" factors# %ote* the Ara!ic intervie" is availa!le at http*KK"""#%igeriaisouD#comKmohe#doc or ! e-mail infocenter\sDu#edu#om
=?J 1 a g e
Appendi& F - 'inistr of Education Ara!ic intervie" summar

$ntervie" Government authorit e-government project $ntervie"ee position $ntervie"ee name* .ate* Time duration* 'oE 'inistr of Education Education portal S stem Supervisor 'r# 'ohammed Al-A!ra"i 2B,2KB6K,2 6<*B?
;e intervie"ed 'r# 'ohammed Al-A!ra"i, a s stem supervisor from 'inistr of Education regarding the technical factors affecting the adoption of e-government# Firstl , he tal+ed in !rief a!out their e-government project "hich is Education 1ortal and the adoption speed of egovernment adoption in their project and in %igeria# Secondl he ordered the four technical factors effecting the adoption of e-government as follo"s* ,# $CT infrastructure 2# Technical e&pertise 4# $T securit 6# $T standard Thirdl , 'r# 'ohammed e&plained in details the reasons !ehind the order selection he chosen# Fourthl , he e&plained the management as "ell as the e&ternal pressures of each factor# Finall , 'r# 'ohammed, did not add an ne" factors# %ote* the Ara!ic intervie" is availa!le at http*KK"""#%igeriaisouD#comKmoe#doc or ! e-mail infocenter\sDu#edu#om
>BJ 1 a g e
Appendi& G - $nformation Technolog Authorit Ara!ic intervie" summar

$ntervie" Government authorit $ntervie"ee position $ntervie"ee name* .ate* Time duration* $TA $nformation Technolog Authorit Application and e-services 'anager 'r# .hahi Al-'ashifari 2B,2KB6K,6 =B*42
;e intervie"ed 'r# .hahi Al-'ashifari, application and e-services manger in the $nformation Technolog Authorit regarding the technical factors affecting the adoption of egovernment# Firstl , he tal+ed in !rief a!out the $nformation Technolog Authorit , egovernment in %igeria, and the adoption speed of e-government adoption in %igeria# Secondl he ordered the four technical factors effecting the adoption of e-government as follo"s* ,# $CT infrastructure 2# Technical e&pertise 4# $T standard 6# $T securit Thirdl , 'r# .hahi e&plained in details the reasons !ehind the order selection he chosen# Fourthl , he e&plained the management as "ell as the e&ternal pressures of each factor# Finall , 'r# .hahi, did not add an ne" factors# %ote* the Ara!ic intervie" is availa!le at http*KK"""#%igeriaisouD#comKita#doc or ! e-mail infocenter\sDu#edu#om
>,J 1 a g e
Appendi& 0 - 'uscat 'uniciplit -, Ara!ic intervie" summar

$ntervie" Government authorit e-government project $ntervie"ee position $ntervie"ee name* .ate* Time duration* ''-, 'uscat 'unicipalit 'uscat 'unicipalit e-services 0-.-$nternet 'r# A!dullah Al-Sa"ai 2B,2KB6K,< ::*BB
;e intervie"ed 'r# A!dullah Al-Sa"ai, 0-.-$nternet in 'uscat 'unicipalit regarding the technical factors affecting the adoption of e-government# Firstl , he tal+ed in !rief a!out their e-government project "hich is 'uscat 'unicipalit e-services and the adoption speed of egovernment adoption in their project and in %igeria# Secondl he ordered the four technical factors effecting the adoption of e-government as follo"s* ,# $CT infrastructure 2# $T securit 4# $T standard 6# Technical e&pertise Thirdl , 'r# A!dullah e&plained in details the reasons !ehind the order selection he chosen# Fourthl , he e&plained the management as "ell as the e&ternal pressures of each factor# Finall , 'r# A!dullah did not add an ne" factors# %ote* the Ara!ic intervie" is availa!le at http*KK"""#%igeriaisouD#comKmm,#doc or ! e-mail infocenter\sDu#edu#om
>2J 1 a g e
Appendi& $ - 'uscat 'unicipalit -2 Ara!ic intervie" summar

$ntervie" Government authorit e-government project $ntervie"ee position $ntervie"ee name* .ate* Time duration* ''-2 'uscat 'unicipalit 'uscat 'unicipalit e-services 1roject Senior 'anager 'r# Salem Al-Aal!ani 2B,2KB6K,< 4<*,?
;e intervie"ed 'r# Salem Al-Aal!ani, project senior manager in 'uscat 'unicipalit regarding the technical factors affecting the adoption of e-government# Firstl , he tal+ed in !rief a!out their e-government project "hich is 'uscat 'unicipalit e-services and the adoption speed of e-government adoption in their project and in %igeria# Secondl he ordered the four technical factors effecting the adoption of e-government as follo"s* ,# $CT infrastructure 2# $T securit 4# $T standard 6# Technical e&pertise Thirdl , 'r# Salem e&plained in details the reasons !ehind the order selection he chosen# Fourthl , he e&plained the management as "ell as the e&ternal pressures of each factor# Finall , 'r# Salem adds a"areness, e-government mar+eting and digital literac as ne" factors# %ote* the Ara!ic intervie" is availa!le at http*KK"""#%igeriaisouD#comKmm2#doc or ! e-mail infocenter\sDu#edu#om
>4J 1 a g e
Appendi& 8 - 'inistr of 'anpo"er Ara!ic intervie" summar

$ntervie" Government authorit e-government project $ntervie"ee position $ntervie"ee name* .ate* Time duration* 'o'-2 'inistr of 'anpo"er 'inistr e-services 0-.- .esign and .evelopment of internal s stems 's# S+ina Al-Shahi 2B,2KB6K,: ,=*BB
;e intervie"ed 's# S+ina Al-Shahi, 0-.-.esign and .evelopment of internal s stems in 'inistr of 'anpo"er regarding the technical factors affecting the adoption of e-government# Firstl , he tal+ed in !rief a!out their e-government project "hich is 'inistr of 'anpo"er eservices and the adoption speed of e-government adoption in their project and in %igeria# Secondl she ordered the four technical factors effecting the adoption of e-government as follo"s* ,# $CT infrastructure 2# $T standard 4# $T securit 6# Technical e&pertise Thirdl , 's# S+ina e&plained in details the reasons !ehind the order selection he chosen# Fourthl , she e&plained the management as "ell as the e&ternal pressures of each factor# Finall , 's# S+ina did not add an ne" factors# %ote* the Ara!ic intervie" is availa!le at http*KK"""#%igeriaisouD#comKmom#doc or ! e-mail infocenter\sDu#edu#om
>6J 1 a g e
Bi!liograph
A3-Tur+i, S#' and Tang, %#A#0#, F,??>G# $nformation technolog environment in Saudi Ara!ia* a revie"# ;or+ing report, 3eicester /niversit 'anagement Center# /A# Alad"ani, A#'#, F2BB4G# Ae $nternet characteristics and e-commerce issues in Ara! countries# $nformation Technolog and 1eople, 9ol ,<, pp ?-2B# AlEsmaeli, S#, F2BB2G# %igeria e-government Strateg # $n* 0igher 3eadership S mposium on egovernment* $nnovation and Challenges to the 2,st Centur 'anagers, 'uscat, %igeria# Alghamdi et al#, F2B,,G# Ne-government Readiness Assessment for Government -rgani(ations in .eveloping Countries# Computer and $nformation Science, 9ol# 6, %o# 4# Aljifri 0, %avarro .S, F2BB4G# $nternational legal aspects of cr ptograph # Computers C Securit E 22F4G*,?<-2B4 Alshehr , '#, F2BB>G# NTransformation to"ards e-government in Aingdom of Saudi Ara!ia* Technological and -rganisational 1erspectives, Academic, the School of Comuting,CCSR, .e 'ontfort /niversit AlShihi, 0 F2BB<G# Critical Factors in the Adoption and .iffusion of e-government $nitiatives in %igeria# 9ictoria* 9ictoria /niversit # p?= - ,B:# Ameinfo - %igeria# F2BB?G# [%igeriaPs EGovernment Architecture Frame"or+ to Be .eveloped ! $.A $nternational Singapore#[ A'Einfo#com, ,: 'ar# 2BB?# ;e!# B, 'a 2B,2# ]http*KK"""#ameinfo#comK,>>:<=#html^# Andersen, R#, F2BB?G# The .iffusion of Content 'anagement Technologies in Technical Communication ;or+ Groups# 'il"au+ee* The /niversit of ;isconsin#pp =B -=: Anita)s, F2BB<G#Anal (ing $CT 1olicies and Strategies in the ESC;A Region#XpdfY#Economic and Social Commission for ;estern Asia ESC;A#/R3* Australian %ational Auditing -ffice, F,???G, Electronic Service .eliver , including $nternet use ! Common"ealth Government Agencies, A%A-, Can!erra Beh(adi, 0#, $sfand ari-'oghaddam, A#, Sanji, '# F2B,2G# e-government portals* a +no"ledge management stud [, Electronic 3i!rar , The, 9ol# 4B $ss* ,, pp#>? - ,B2 Be non-.avies, 1# F2BB=G# 'odels for e-government, Transforming Government* 1eople, 1rocess and 1olic , 9ol# , $ss* ,, pp#= - 2> Blum!erg, B#, Cooper, .#R# and Schindler, 1#S# F2BB:G# Business Research 'ethods# 'cGra"-0ill, Ber+shire# $SB%-,B* BB==,B=62@# Borras, 8# F2BB6G $nternational Technical Standards for e-government, Electronic 8ournal of egovernment, 9ol# 2, 1p# =:->B# Bourne, E# 8#, 0utson, .# 0# C ;eigel, 0# F,?:?G# Chem#C $nd# p# ,B6=# Br man, A# F,??=G 5uantit and 5ualit in Social Science Research# Studentlitteratur, 3und
>:J 1 a g e
B"al a A# 8# and 0eal , '# F2B,BG# 0arnessing e-government Adoption in the SA.C Region* a Conceptual /nderpinning# Electronic 8ournal of e-government 9olume > $ssue ,# B"al a, A# 8#E 1lessis, T# .# C Rensleigh, C# F2B,,G# 'ulti-.imensional Factors $mpacting on egovernment Adoption in Bots"ana, 'o(am!iDue and 'ala"i, $8EA 4 F4G , 2B-42 # Castellano, '#, %# 1astore, F# Arcieri, 9# Summo and G# Bellone de Grecis F2BB:G NAn egovernment Cooperative Frame"or+ for Government Agencies, 1roceedings of the 4>th 0a"aii $nternational Conference on S stem Sciences# Chan, C#'#3# and S#3# 1an F2BB4G N'anaging Sta+eholder Relationships in an E-Government 1roject, %inth Americas Conference on $nformation S stems, =>4-=?,# Chen, 7#%#, Chen, 0#'#, 0uang, ;# and Ching, R#A#0#, F2BB<G# e-government strategies in developed and developing countries* an important frame"or+ and case stud # 8ournel of glo!al information management, ,6F,G#pp# 24-6<# Chun, S#A#, 3una-Re es, 3#F#, Sandoval-Alma(_n, R# F2B,2G [Colla!orative e-government[, Transforming Government* 1eople, 1rocess and 1olic , 9ol# < $ss* ,, pp#: - ,2 Common"ealth Telecommunications -rganisation F2BB>G e-government for .evelopment $nformation E&change 1roject ;e!site X$nternetY, Availa!le from* ]http*KK"""#egov6dev#org^ XAccessed 'arch 2Bth 2BB4Y Cres"ell, 8# ;#, F2BB=G# 5ualitative inDuir and research design* choosing among five traditions# 2nd ed# SAGE 1u!lications, 3ondon# Gil!ert .#, Balestrini 1#, 3ittle!o .#, F2BB6G# Barriers and !enefits in the adoption of e-government, $nternational 8ournal of 1u!lic Sector 'anagement, 9ol# ,= $ss* 6, pp#2>< - 4B, Gil!ert .#, Balestrini 1#, F2BB>G# Trust and ris+ in e-government adoption # 8ournal of 1u!lic Sector 'anagement, 9olume ,= F$ssue 2G, pp# ,<:-,=<# .avison, R#'#, C# ;agner and 3#C#A# 'a F2BB:G NFrom government to e-government* a transition model, $nformation Technolog C 1eople, ,>F4G, 2>B-2??# .a"es, S# F,??<G, [$nteragenc $nformation Sharing* E&pected Benefits[, 'anagea!le Ris+s, 8ournal of 1olic Anal sis and 'anagement, 9ol# ,:, %o# 4, pp# 4==-4?6 .eloitte and Touche# F2BB,G# The citi(en as customer# C'A 'anagement, =6F,BG, :># .e%ardis, 3aura, [-pen Standards and Glo!al 1olitics[, $nternational 8ournal of Communications 3a" C1olic , $ssue ,4, ;inter 2BB?# .en(in, %#A#, C 3incoln, 7#S#, F2BB:G# The Sage hand!oo+ of Dualitative research# 4 rd ed# Thousand -a+s, CA* Sage# .ridi, F#, 1ernul, G# and /nger, 9# F2BB,G, Securit for the electronic government, 1roceedings of the European Conference on e-government Trinit College, .u!lin, $reland .uff , 8# F2BB2G# $TKBusiness alignment* is it an option or is it mandator M $.C document 2<>4,, $.C, Farmington, 'A# E!rahim, Q# and $rani, Q# F2BB:G, e-government adoption* architecture and !arriers, Business 1rocess 'anagement 8ournal, 9ol# ,, $ss* :, pp#:>? - <,,
><J 1 a g e
Elliman, T#, $rani, Q#, 8ac+son, 1# F2BB=G, Esta!lishing a frame"or+ for eGovernment research* project 9$EG-, Transforming Government* 1eople, 1rocess and 1olic , 9ol# , pp#4<6-=<# Elmarie A, Elme S, F2BBBG# $nformation securit management* An information securit retrieval and a"areness model for industr # Computers C Securit 2BB>E2=* 226-24, Ernst C 7oung, F2BB2G, E-Commerce Stud * E&ecutive Summar , Gulf Cooperation Council, R adh# ESC;A, F2BB=G, Regional 1rofile of the $nformation Societ in ;estern Asia, /nited %ations, %e" 7or+# ESC;A, F2BB?G, Regional 1rofile of the $nformation Societ in ;estern Asia, /nited %ations, %e" 7or+# ESC;A, F2B,,G, Regional 1rofile of the $nformation Societ in ;estern Asia, /nited %ations, %e" 7or+# E/T$%G, T# C ;E$'ERT, B#, F2BB?G# $nformation securit , $n* Bullinger, 0#-8#* Technolog guide* 1rinciples, applications, trends, Berlin* Springer, 2BB?, S#6?>-:B4 Evans, .#, C 7en, .# C#, F2BB<G# e-government* Evolving relationship of citi(ens and government, domestic, and international development# Government $nformation 5uarterl , 24F2G, 2B=`24:# Fagan, '# 0#, F2BB<G, E&ploring cit , count and state e-government initiatives* an East Te&as perspective, Business 1rocess 'anagement 8ournal, 9ol# ,2 $ss* ,, pp#,B, - ,,2 Freeman, 1# F2BBBG# Elements of effective Computer Science# $EEE, Computer Surve s# 'ar# ,??:, pp# 2=-2? Gefen, ., 1#A# 1avlou, '# ;ar+entin and '#R# Gregor F2BB2G NEgovernment Adoption, 1roceedings of the Eighth Americas Conference on $nformation S stems# Gil-GarcSa, 8# Raman, and Theresa A# 1ardo# F2BB:G# E-government Success Factors* 'apping 1ractical Tools to Theoretical Foundations# Government $nformation 5uarterl 22* ,>=-2,<# Gil Garcia, G# 8# R#, C 'artine(, '# $# 8#, F2BB=G# /nderstanding the evolution of e-government* The influence of s stems of rules on pu!lic sector d namics# Government $nformation 5uarterl , 26F2G, 2<<`2?B# Gilovich, T# F,??,G, 0o" "e +no" "hat isnHt so - The falli!ilit of human reason in ever da life# The Free 1ress, %e" 7or+ Gon(ale( R#, Gasco, 8#, 3lopis, 8# F2BB=G [e-government success* some principles from a Spanish case stud [, $ndustrial 'anagement C .ata S stems, 9ol# ,B= $ss* <, pp#>6: - ><, Guldentops, E# F2BB4G# 'aturit measurement- first the purpose, then the method# $nformation S stems Control 8ournal# 9ol# 6# pp# ,:-,<# Gupta, '#1# and 8ana, .# F2BB4G Ne-government evaluation* A frame"or+ and case stud , Government $nformation 5uarterl , 2B, 4<:-4>=# Gupta 1# and A# Sridevi, F2BB=G Ne-Governance Approach in $ndia The %ational e-Governance 1lanb %eG1, Compendium of e-Governance $nitiatives* pu!lished ! The $CFA$ /niversities 1ress F2BB=G, Chapter-4, page ,,#
>=J 1 a g e
0ammersle , '# C Gomm, R# F,??=G# Bias in Social Research, Sociological Research -nline# X-nlineY# Availa!le at* http*KK"""#socresonline#org#u+K2K,K2#html Xaccessed = April 2B,2Y 0ee+s, R# F2BB6G, e-Government as a Carrier of Conte&t, $-Government ;or+ing 1aper %o# ,:, $nstitute for .evelopment 1olic and 'anagement, /niversit of 'anchester, 'anchester, /-A 0ER'A%%, F#, E0R$G, 0# C ER'E3, C# F2BB?G# Transformation of T pe Graphs "ith $nheritance for Ensuring Securit in e-government %et"or+s Fundamental Approaches to Soft"are Engineering# $n* Chec+i+, '# C ;irsing, '# Feds#G# Springer Berlin K 0eidel!erg# 0iller, 8# C Belanger, F# F2BB,G# 1rivac strategies for electronic government# The 1rice"aterhousecoopers Endo"ment for the Business of Government# Retrieved Fe!ruar 2>, 2BB= from http*KK"""#!usinessofgovernment#orgKpdfsK0illerReport#pdf# 0ollida , $#, C A"o+, R# C# ;# F2BB6G, Governance in the $nformation Age* Building e-government in 0ong Aong# %e" 'edia and Societ <#6 F2BB6G* :6?-=B# 0osni 7#A#, Ahalil T#'# F2BB6G# 'anagement of Technolog $nternet Econom * -pportunities and Challenges for .eveloped and .eveloping Regions of the ;orld# s#l#*Elsevier, Amesterdam #p ::<# 0ussein, R#, 'ohamed, %#, Ahlan, A#R#, 'ahmud, '# F2B,,G [e-government application* an integrated model on G2C adoption of online ta&[, Transforming Government* 1eople, 1rocess and 1olic , 9ol# : $ss* 4, pp#22: - 26> $B'# F2B,,G# $CT $nfrastructure X-nlineY# $B'# Availa!le* """#i!m#com XAccessed ,B Fe!# 2B,,Y# $nfo.ev# F2BB2G# The e-government 0and!oo+ for .eveloping Countries# A project of $nfo.ev and the Center for .emocrac C Technolog # $nformation Technolog Authorit - %igeria, F2BB=G# [A%%/A3 RE1-RT 2BB<-2BB=#[ $nformation Technolog Authorit # ;e!# 2= Apr# 2B,2# ]http*KK"""#ita#gov#omK$TA1ortalK.ataK.oc3i!rar KF$.2BB>,,,2?,::6?>2K$TAenglish#pdf^# $nformation Technolog Authorit - %igeria, F2B,BG [A%%/A3 RE1-RT -F E#%$GER$A 2B,B#[ $TA 6th Annual Report 2B,B# ;e!# ,, Apr# 2B,2# http*KK"""#ita#gov#omK$TA1ortalK.ataK.oc3i!rar KF$.2B,24>,=2,4:>>Kitacannualcreportc2B,, cenglish#pdf $nformation Technolog Authorit - %igeria, F2B,,G# N%igeria %ational CERT# [ $nformation Technolog Authorit # %#p#, ,< Apr 2B,,# ;e!# 3ast visit 4B Apr# 2B,2# Availa!le at* ]http*KK"""#ita#gov#omK$TA1ortalK.ataK.oc3i!rar KF$.2B,,6,<>:,,:4:4K-CERTI2BBrochur eI2BEnglish#pdf^# $nformation Technolog Authorit - %igeria, F2B,2G %igeria)s eGovernment progress recognised internationall FB6 'ar 2B,2G, Availa!le* http*KKhttp*KK"""#ita#gov#omK$TA1ortalK'ediaCenterK%e"s.etail#asp&M%$.V6,, $rani, Q#, Al-Se!ie, '#, and Elliman, T# F2BB<G#Transaction Stage of e-government S stems* $dentification of its 3ocation C $mportance, 1roceedings of the 4?th 0a"aii $nternational Conference on S stem Science, 0a"aii# $srael, '# C 0a , $#, F2BB<G, Research Ethics for Social Scientists* Bet"een Ethical Conduct and regulator compliance* SAGE, $SB%*,6,2?B4?B6#
>>J 1 a g e
$TG$, F2BB4G# $T Governance $nstitute, Board !riefing on $T governance, 2nd edition, retrieved on ,> August, 2BB>, from """#itgi#org 8anssen, '#, Cress"ell, A#'# F2BB:G, An enterprise application integration methodolog for egovernment, 'anagement, 9ol# ,> pp#:4,-6=# 8oshi, 8#, Ghafoor, A#, Aref, ;# and Spafford, R# F2BB,G, Securit and privac challenges of a digital government, FCh# =, pp# ,2,-,4<G, $ n ;#8# 'c$ver and A# A# Elmagarmid F EdsG# , Advances in digital government Technolog , human factors and polic # %or"ell, 'A Alu"er Academic 1u!lisher# Aamal, '#'#, Themistocleous, '#, 'ora!ito, 9# F2BB?G, 8ustif ing the decisions for EA$ adoption in 3GAs* a validated proposition of factors, adoption lifec cle phases, mapping and prioritisation of factors, 1roceedings of the 62nd 0a"aii $nternational Conference on S stem Sciences, Big $sland, 0$, :-> 8anuar , $EEE Computer Societ , 1iscata"a , %8, # Aanaan, R# Aareem, F2BB?G, N'a+ing sense of e-government $mplementation in 8ordan* A Dualitative $nvestigation, availa!le at* https*KK"""#dora#dmu#ac#u+K!itstreamKhandleK2B><K26,:KThesis#pdf# Aa "orth, T# and Sam!amurth , 9# F,??=G, [The $mpact of Corporate $nformation Technolog $nfrastructure Standards on Enterprise and Business /nit $t /seP, 1roceeding of the ,> th international conference on information s stems, pp# 6<26<4 Aeen, 1#G#;# F,??,G, Shaping the Future* Business .esign through $nformation Technolog , 0arvard Business School 1ress, Cam!ridge, 'A# Ae , 8#1#, F,??=G# Research .esign in -ccupational Education* 'odule R,2 .escriptive Research# X-nlineY Availa!le at http*KK"""#o+state#eduKagKagedcm6hKacademicKaged:?>BaK:?>BKne"page,,B#htm XAccessed 24 'arch 2B,2Y Aumar, R# F,??<G, Research 'ethodolog * A Step-B -Step Guide For Beginners, 3ongman, South 'el!ourne# Aumar 9, 'u+erji B, Butt $ and 1ersaud A F2BB=G NFactors for Successful e-government Adoption* a Conceptual Frame"or+ The Electronic 8ournal of e-government 9olume : %o# ,, pp <4 - =<# Avale, S#, F,??<G# $ntervie"s* An $ntroduction to 5ualitative Research $ntervie"ing# California* SAGE# Avale, S# C Brin+mann, S#, F2BB?G# $ntervie"s* 3earning the Craft of 5ualitative Research $ntervie"ing, 2nd ed# SAGE 1u!lications, 3ondon# A"on, T# 0#E and Qmud, R# ;, F,?>=G# [/nif ing the Fragmented 'odels of $nformation S stems $mplementation#[ $n 8# R# Boland, and R# 0irshheim Feds#G, Critical $ssues in $nformation S stems Research, %e" 7or+* 8ohn ;ile , pp# 22=-2:,# 3ai, C, S, A, and 1ires, G# F2B,BG, Testing of a 'odel Evaluating e-government 1ortal Acceptance and Satisfaction, The Electronic 8ournal $nformation S stems Evaluation 9olume ,4 %o# ,# 3a ne, A#, 3ee, 8# F2BB,G, .eveloping full functional e-government* a four-stage model, Government $nformation 5uarterl , 9ol# ,> pp#,,2-,4#
>?J 1 a g e
3ee, 8#A#, S# Bra nov and 0#R# Rao F2BB:G Effects of a 1u!lic Emergenc on Citi(ensP /sage $ntention to"ard e-government* A Stud in the Conte&t of ;ar in $raD, 1roceedings of the Eleventh Americas Conference on $nformation S stems, -maha, %E, /SA# 3en+, A# C Traunmuller, R# F2BB,G# Broadening the concept of electronic government# $n 1rins, 8#E#8# FEdG, .esigning e-government# -n the crossroads of technological innovation and instituational change Fpp# <4-=4G# The 0ague* Alu"er 3a" $nternational# 'ACAS$-, 8# F2BB?G# $CT Services 'anagement 1ractitionerPs %ot E-enterprise Architecture X-nlineY# -neciti(en# Availa!le* """#oneciti(en#net XAccessed 24 Sep 2B,BY# 'ac+, %#, ;oodsong, C#, 'ac5ueen, A#, Guest, G#, C %ame , E# F2BB:G# 5ualitative Research 'ethods* A .ata Collector)s Field Guide# -nline# http*KK"""#fhi#orgKenKR0K1u!sK!oo+sReportsK5R'cdatacoll#htm 'arshall, C#, C Rossman, G# B# F2BB<G# .esigning 5ualitative Research F6 th EditionG# Thousand -a+s* Sage 1u!lications# 'cClure, Electronic government, F2BBBG* federal initiatives are evolving rapidl !ut the face significant challenges, 2BBB ]http*KK"""#gao#govKne"#itemsKa 2BB,=?,#pdf^, Xaccessed ,6KB4K2B,2 'ehrtens, 8#, Cragg, 1#B#, and 'ills, A#'# F2BB,G A 'odel of $nternet Adoption ! S'Es, $nformation and 'anagement, 4?, ,<:-,=< 'erriam, S# B# F,?>>G# Case stud research in education* A Dualitative approach# San Francisco, CA* 8osse -Bass# 'iles, '# B# C 0u!erman, A# '# F,??6G, 5ualitative data anal sis* an e&panded source!oo+# Sage 1u!lications, $nc#, Thousands -a+s 'inistr of 'anpo"er - %igeria# F2B,,G# [e-government A"ard ;inners 0onoured#[ 'inistr of 'anpo"er - %igeria, , 8an# 2B,,# ;e!# 2= Apr# 2B,2# ]http*KK"""#manpo"er#gov#omKenKne"scdetail#aspMidV,BB>^# 'inistr of %ational Econom - %igeria, F2B,,G# [The Statistical 7ear Boo+ 2B,, #[ 'inistr of %ational Econom # %#p#, 4B %ov# 2B,,# ;e!# 2, Apr# 2B,2# ]http*KK"""#mone#gov#omK!oo+KS7B2B,,K2-population#pdf^# 'isni+ov, 7# F2BB4G 0o" $CTs Can Serve Good Governance, /%.1, X-nlineY# Availa!le*http*KKlgi#osi#huKpu!licationsK2BB4K2,=Kenglish#pdf X2,#4#2BB4Y .ate visited* 4, 'arch 2B,2# '--%, '# 8#, F2BB2G# The Evolution of e-government among 'unicipalities* Rhetoric or Realit M 1u!lic Administration Revie", <2, 626-644# 'utula S ' F2BB:G NBridging the digital divide through e-governance* A proposal for Africa)s li!raries and information centers The Electronic 3i!rar 24F:G pp :?,-<B2 ' ers, B# 3#, Aappelman, 3# A#, C 1r !uto+, 9# R#, F,??>G# A comprehensive model for assessing the Dualit and productivit of the information s stems function* To"ard a theor for information s stems assessment# $n E# 8# Garrit ,CG# 3# Sanders FEds#G, $nformation s stems success measurement Fpp# ?6`,2,G# 0ershe , 1A* $dea Group#
?BJ 1 a g e
%ational $nstitute of Standards and Technolog E F2BBBG# An introduction to computer securit * the %$ST hand!oo+# Special pu!lication >BB->, %dou, 9#.# F2BB6G# e-government for .eveloping Countries* -pportunities and Challenges, The Electronic 8ournal on $nformation S stems in .eveloping Countries, 9olume l,>, pp ,-26 %orris, %# F,??=G# Error, !ias and validit in Dualitative research# Educational Action Research# : F,G, p# ,=2-,=<# % rhinen, '# F2BB<G, $T infrastructure* structure, properties and processes, ;or+ing 1aper on $nformation S stems <F22G, 0elsin+i School of Economics, 0elsin+i# -ates, B# 8#, F2BB<G# Researching information s stems and computing# Thousand -a+s, CA* Sage# -EC. F2BB4G, The e-government $mperative, -EC. 1u!lishing# doi* ,B#,=>=K?=>?2<6,B,,?=-en -EC., F2BB:G# e-government for Better Government# 1aris, France* -EC., $SB%* ?2-<6-B,>44-<# %igeria Educational 1ortal - %igeria, F2B,2G, Education s stem in %igeria FB6 'ar 2B,2G, Availa!le* http*KKhome#moe#gov#omKenglishKpages#phpMCat$.V,, 3ast accessed* ,,th April, 2B,2 1ardo, T# F2BBBG, [Reali(ing the promise of digital government* $tPs more than !uilding a ;e! site[, /npu!lished manuscript, Al!an , %7 at# Availa!le at """#netcaucus#orgK!oo+sKegov2BB,KpdfKreali(in#pdf 1ar+, 0#'# F2BB:G NA Cost-Benefit Anal sis of the Seoul -1E% S stem* 1olic 3essons for Electronic Government 1rojects, 1roceedings of the 4>th 0a"aii $nternational Conference on S stem Sciences# 1ascual, 1atricia# 8# F2BB4G# e-government# Asia-1acific e-1rimers Series# /nited %ations .evelopment 1rogramme - Asia-1acific .evelopment $nformation 1rogramme# Availa!le at http*KKeprimers#apdip#netKseriesK Accessed on 8ul ,,, 2BB:# 1atton, '# 5#, C 1atton, '# 5# F,??BG# 5ualitative evaluation and research methods F2 nd ed#G# %e"!ur 1ar+, CA* Sage 1ersson A# and Gold+uhl G# F2BB:G Stage-models for pu!lic e-services - investigating conceptual foundations, accepted to the 2nd Scandinavian ;or+shop on e-government, Adpenhamn# 1eterson, R#R# F2BB4G# $nformation strategies and tactics for information technolog governance# in Strategies for information technolog governance, ;# 9an Grem!ergen FedG# $dea Group 1u!lishing# 1fhleeger C1# Securit in computing# 2nd ed# /nited States of America* 1rentice 0allE ,??=# 1reece, 8#, Rogers, 7# C Sharp, 0#, F2BB2G# $nteraction .esign* Be ond 0uman-Computer $nteraction* %e" 7or+* 8ohn ;ile C Sons# 1R3og, F2B,,G# [%igeria $nformation Technolog Report 2B,,#[ 1R 3og# %#p#, 4B 8une 2B,, 1ulliam, .#, F2BB:G# E-gov Spending E&pected to Rise, .espite Congressional .issatisfaction# Retrieved 'arch =, 2B,2, from ]http*KK"""#gove&ec#comKdail fedK,2B6KB,B<B:p,#htmK ^# Ra!iah, A, and 9andijc+, E# F2BB?G# NA Strategic Frame"or+ of e-government* Generic and Best 1ractice Electronic 8ournal of e-government 9olume = $ssue 4 2BB?, Fpp26, - 2:>G#
?,J 1 a g e
Ra , .#, Gulla, /#, .ash, S#, Gupta, '#1# F2B,,G [A critical surve of selected government interopera!ilit frame"or+s[, Transforming Government* 1eople, 1rocess and 1olic , 9ol# : $ss* 2, pp#,,6 - ,62 Reddic+, C# G#, F2BB<G# $nformation resource managers and e-government effectiveness* A surve of Te&as state agencies# Government $nformation 5uarterl , 24, 26?`2<<# Re nolds, '# and Regio, '# F2BB,G, [e-government as a Catal st in the $nformation Age, 'icrosoft egovernment $nitiativeP, e-government 2BB,, retrieved from* """# netcaucuso# rgK!oo+sKegov2BBlK Ro!e , .# and S# Saha F,??<G NTransforming ;or+ through $nformation Technolog * A Comparative Case Stud of Geographic $nformation S stems in Count Government, $nformation S stems Research, =F,G, ?4-,,B# Sae+o", A# and Boonmee, C# F2BB?G, NA 1ragmatic Approach to $nteropera!ilit 1ractical $mplementation Support F$1$SG for e-government $nteropera!ilit # Electronic 8ournal of egovernment 9olume = $ssue 6 2BB?, Fpp6B4 - 6,6G, availa!le online at """#ejeg#com Scatolini, E# and A# Cordella F2BB:G NTechnological artifacts and sense ma+ing in an $talian 1u!lic Administration, 2,st European Group for -rganisational StudiesFEG-SG ColloDuium, Berlin# Schneider, G# 1# and 1err , 8# T# F2BBBG Electronic Commerce, Cam!ridge 'A, Course Technolog # Scholl, 0#8# F2BB:G, $nteropera!ilit in e-government* 'ore than 8ust Smart 'iddle"are, 1roceedings of the 4>th 0a"aii $nternational Conference on S stem Sciences# Sch"ester, R# ;, F2BB?G# E&amining the Barriers to e-government Adoption# Electronic 8ournal of egovernment 9olume = $ssue , 2BB?, pp# ,,4 - ,22# Seale, C#, F,???G# The Dualit of Dualitative research# California* SAGE 1u!lication# Seifert, 8#, and 1etersen, E, F2BB2G# The 1romise of all Things EM E&pectations and Challenges of Emergent E- Government, 1erspectives on Glo!al .evelopment and Technolog , F,*2G, 2BB2, pp# ,?4-2,4# Se+aran, /# F,??2G# Research 'ethods for Business - A s+ill !uilding approach# F2 nd EdG# /nited States of America* 8ohn ;ile C Sons, $nc# Sethi, %# C Sethi, 9#, F2BB>G# Ne-government $mplementation * A Case Stud of .u!ai e-government # $ntegration The 9lsi 8ournal, p#,>:-,?:# Shareef, '# et al#, F2B,BG# e-government Adoption 'odel FGA'G* .iffering service maturit levels# Government $nformation 5uarterl 2> F2B,,G ,=-4:# Sharifi, 0# and Qarei, B# F2BB6G, [An adaptive approach for implementing egovernment in $# R# $raifP, 8ounial of Government $nformation, 9ol# 4B, %o# :-<, pp# <BB-<,? Sharma, .#, 'a, ;# C Tran, .#F 2BB:G# -n an $T Securit Frame"or+ Ano"ledge-Based $ntelligent $nformation and Engineering S stems# $n* A0-S3A, R#, 0-;3ETT, R# C 8A$%, 3# Feds#G# Springer Berlin K 0eidel!erg# Sharma, S# F2BBBG# 'anagerial cognitions and organi(ational conte&t as predictors of firm choice of environmental strategies# Academ of 'anagement 8ournal, 64F6G* <>,-<?=#
?2J 1 a g e
Siau, A# and 7# 3ong F2BB6G NFactors $mpacting e-government .evelopment, T"ent - Fifth $nternational Conference on $nformation S stems# Siau, A#, 3ong, 7# F2BB:G, [S nthesi(ing e-government stage models - a meta-s nthesis !ased on the meta-ethnograph approach[, $ndustrial 'anagement C .ata S stems, 9ol# ,B: %o#6, pp#664-:># Spence, ;#R#, F,??6G# $nnovation* the communication of change in ideas, practices and products# 3ondonE %e" 7or+* Chapman C 0all Siau, A C 7uan , 3 F2BB?G FACT-RS $'1ACT$%G E-G-9ER%'E%T .E9E3-1'E%T# 8ournal of Computer $nformation S stems# :B F,G p?>-,B= Sprecher, '# 0#, F2BBBG# Racing to e-government* /sing the $nternet for citi(en service deliver # Government Finance Revie", ,<F:G, 2,`22# S"art(, %# F2BB4G British slo" to use e-government services# $nformation 'anagement 8ournal, 4=, =# Tan, B# C# C#, 1an S# 3#, and Cha, 9, F 2BB=G# The Evolution of SingaporePs Government $nfocomm 1lans-SingaporePs e-government 8ourne from ,?>B to 2BB=# Singapore e-government 3eadership Centre Report, %ational /niversit of Singapore# Technolog Guide# $n* B/33$%GER, 0#-8# Fed#G# Springer Berlin 0eidel!erg# Tender Board - %igeria, F2B,2G %igeria Tender Board F2= April 2B,2G, Availa!le* https*KKetendering#tender!oard#gov#om , 3ast accessed* 2= April 2B,2 The Gulf Secretariat General, F2B,2G# The Cooperation Council For The Ara! States of The Gulf Secretariat General# Retrieved April 2?, 2B,2# From The Gulf Secretariat General* http*KK"""#gcc-sg#orgKengKinde&#html The ;orld Ban+ Group, F2B,2G# e-government - .efinition of e-government# Retrieved 'arch =, 2B,2, from The ;orld Ban+ Group* http*KKgo#"orld!an+#orgK',80EBQ2>B Thong, 873# C 7ap, CS, F,??:G# CE- Characteristics, -rgani(ational Characteristics and $nformation Technolog Adoption in Small Businesses# -mega, 24F6G# pp# 62?-6<2# Tung 3# 3ai and Riec+, -#, F2BB:G, NAdoption of electronic government services among !usiness organi(ations in Singapore, 8ournal of Strategic $nformation S stems ,6 F2BB:G 6,=-66B# Tur!an, A#, Aing, .#, 3ee, 8#, ;ar+entin, '#, C Chung, 0# '# F2BB2G# Electronic Commerce 2BB2* A 'anagerial 1erspective# 1rentice 0all # /nited %ations and American Societ for 1u!lic Administration, F2BB4G# /% Glo!al Egovernment Surve # Retrieved Septem!er =, 2BB< from http*KKunpan,#un#orgKintradocKgroupsKpu!licKdocumentsKunKunpanB,<B<<#pdf# /nited %ations, F2BB>G# e-government Surve 2BB> From e-government to Connected Governance# %e" 7or+* .epartment of Economic and Social Affairs# Retrieved 'arch =, 2B,2 from* http*KKunpan,#un#orgKintradocKgroupsKpu!licKdocumentsKunKunpanB2><B=#pdf # /nited %ations, F2B,BG# e-government Surve 2B,B From e-government to Connected Governance# %e" 7or+* .epartment of Economic and Social Affairs# Retrieved 'arch =, 2B,2, from* http*KK"""2#unpan#orgKegov+!Kglo!alcreportsK,Breport#htm #
?4J 1 a g e
/nited %ations, F2B,2G# e-government Surve 2B,2 e-government for the 1eople# %e" 7or+* .epartment of Economic and Social Affairs# Retrieved 'arch =, 2B,2, from* http*KK"""2#unpan#orgKegov+!Kglo!alcreportsK,2report#htm # 9entura, S#8# F,??:G The /se of Geographic $nformation S stems in 3ocal Government, 1u!lic Administration Revie", ::F:G, 6<,-6<=# 9ishanth ;eera++od , Ram(i El-0addadeh, Shafi Al-Shafi, F2B,,G, E&ploring the comple&ities of egovernment implementation and diffusion in a developing countr * Some lessons from the State of 5atar, 8ournal of Enterprise $nformation 'anagement, 9ol# 26 $ss* 2, pp#,=2 - ,?< 9on Solms S0, F,???G# $nformation securit managment through measurement# $n* 1roceedings of the SEC?? conference, 8ohannes!urg, South Africa# ;agner, et al#, F2BB4G* Enhancing Egovernment in .eveloping Countries* 'anaging Ano"ledge through 9irtual Communities, Electronic 8ournal on $nformation S stems in .eveloping Countries, ,6 F6G,-2B# ;angler, B#, 1ersson, A# and Soderstrom, E# F2BB,G, [Conceptual 'odeling for ,,2,4 $ntegration[, $nternational Conference on Advances in $nfrastructure for Electronic Business, Science and Education on the $nternet FSSGRR 2BB,G, 9ADuila, $tal ;ar+entin, ', .# Gefen, 1#A# 1avlou and G#'# Rose F2BB2G NEncouraging Citi(en Adoption of eGovernement ! Building Trust, Electronic 'ar+ets# ,2F4G, ,:=-,<2# ;eera++od , 9#, and .hillon, G, F2BB>G# ['oving from e-government to T-Government* A Stud of 1rocess Reengineering Challenges in a /A 3ocal Authorit Conte&t,[ $nternational 8ournal of Electronic Government Research, F6*6G, 2BB>, pp# ,-,<# 7in, R# A# F2BB4G Case stud research* .esign and 'ethods# Sage, Thousand -a+s 7im!o, .# ;# F2B,,G, Anal (ing e-government in developing countries using a Stages 'odel approach* A case stud # 'innesota* /niversit of 'innesota# $SB%* ?=>,,26<B4<2? Q"eers A and 1lanDueP, A# F2BB,G, [Electronic Government, From the -rgani(ational Based 1erspective To"ards the Client -riented Approache P, $n* .esigning E Government, 1rins 8# E# 8#FEd#G, Alu"er 3a" international, pp# ?2
?6J 1 a g e

Egovuse Edited

Uploaded by

Document Information

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

Egovuse Edited

Uploaded by

Copyright:

Available Formats

Technical Factors Affecting the Adoption of E-Government

Technical Factors Affecting the Adoption of E-Government

7aDoo! Al-Rah!iE Suleiman Al-0arrasiE Sami Al-;ahai!i

Technical Factors Affecting the Adoption of E-Government

7aDoo! Al-Rah!iE Suleiman Al-0arrasiE Sami Al-;ahai!i

Technical Factors Affecting the Adoption of E-Government

7aDoo! Al-Rah!iE Suleiman Al-0arrasiE Sami Al-;ahai!i

Technical Factors Affecting the Adoption of E-Government

7aDoo! Al-Rah!iE Suleiman Al-0arrasiE Sami Al-;ahai!i

Technical Factors Affecting the Adoption of E-Government

7aDoo! Al-Rah!iE Suleiman Al-0arrasiE Sami Al-;ahai!i

,#,# Research scope

Technical Factors Affecting the Adoption of E-Government

7aDoo! Al-Rah!iE Suleiman Al-0arrasiE Sami Al-;ahai!i

,#2# 1ro!lem Area

,#4# Research Duestions

Technical Factors Affecting the Adoption of E-Government

7aDoo! Al-Rah!iE Suleiman Al-0arrasiE Sami Al-;ahai!i

,#6# The stud purpose and o!jectives

Technical Factors Affecting the Adoption of E-Government

7aDoo! Al-Rah!iE Suleiman Al-0arrasiE Sami Al-;ahai!i

Technical Factors Affecting the Adoption of E-Government

7aDoo! Al-Rah!iE Suleiman Al-0arrasiE Sami Al-;ahai!i

2# Related literature revie" and theoretical foundation

2#,# .efinition of e-government

Technical Factors Affecting the Adoption of E-Government

7aDoo! Al-Rah!iE Suleiman Al-0arrasiE Sami Al-;ahai!i

2#2# E-government services

2#4# E-government stages

Technical Factors Affecting the Adoption of E-Government

7aDoo! Al-Rah!iE Suleiman Al-0arrasiE Sami Al-;ahai!i

2#6# E-government adoption

Figure 2#,* The adoption process FSource* Spence, ,??6G

Technical Factors Affecting the Adoption of E-Government

7aDoo! Al-Rah!iE Suleiman Al-0arrasiE Sami Al-;ahai!i

2#:# Technical factors affecting the adoption of e-government

2#:#,# $CT $nfrastructure

Technical Factors Affecting the Adoption of E-Government

7aDoo! Al-Rah!iE Suleiman Al-0arrasiE Sami Al-;ahai!i

Technical Factors Affecting the Adoption of E-Government

7aDoo! Al-Rah!iE Suleiman Al-0arrasiE Sami Al-;ahai!i

2#:#6# Technical e&pertise

Technical Factors Affecting the Adoption of E-Government

7aDoo! Al-Rah!iE Suleiman Al-0arrasiE Sami Al-;ahai!i

2#:#:# Sources of technical factors

Ta!le 2#,* The sources of the technical factors

2#<# 'anagement of the technical factors

Technical Factors Affecting the Adoption of E-Government

7aDoo! Al-Rah!iE Suleiman Al-0arrasiE Sami Al-;ahai!i

2#=# E&ternal pressures

Technical Factors Affecting the Adoption of E-Government

7aDoo! Al-Rah!iE Suleiman Al-0arrasiE Sami Al-;ahai!i

Technical Factors Affecting the Adoption of E-Government

7aDoo! Al-Rah!iE Suleiman Al-0arrasiE Sami Al-;ahai!i

E-Government E&ternal pressures

'anagement of the technical factors

The technical factors $CT infrastructure $T Securit $T Standards Technical e&pertise

Figure 2#2* Research frame"or+

Technical Factors Affecting the Adoption of E-Government

7aDoo! Al-Rah!iE Suleiman Al-0arrasiE Sami Al-;ahai!i

4#,# 5ualitative stud

4#2# Cases studies

Technical Factors Affecting the Adoption of E-Government