| 1. |
- Mukamurenzi, Solange, 1979-, et al.
(author)
-
An Information Systems Artifact Approach to Evaluate e-Government Services in Rwanda
- 2021
-
In: Proceedings of the 14th International Conference on Theory and Practice of Electronic Governance. - New York : ACM Press. - 9781450390118 ; , s. 316-323
-
Conference paper (peer-reviewed)abstract
- Technology is universal, but use contexts differ widely. Technology develops rapidly but social contexts are slow to change, hence digitalization efforts must go hand in hand with process innovation. This research aims at designing an improved process for evaluating e-government services in Rwanda, a least developed country pursuing ambitious digitalization. The research draws on the information systems artifact (ISA) model, which considers alignment between technology, information, and social context as the key to successful technology-based innovation, and all three aspects as artifacts, subject to design. We build a prototype technical artifact and suggest information and a social one. The ambition is to make the currently control-based summative evaluation process more cooperative and inclusive of both service providers and users. The new design uses feedback from users to allow service providers and monitoring organizations to conduct also formative evaluations in order to be able to better align service processes with user needs and behavior and thereby make them more attractive and more used. The prototype “Rwanda Online Service Evaluation”(ROSE) was tested through semi-structured interviews with senior managers in six Rwandan organizations, and through an online user survey (n= 60). The findings can guide decision-makers and practitioners involved with e-government design and evaluation. As a contribution to research, the research shows the usefulness of the ISA model for communicating the design of technology aiming at comprehensive process change
|
|
| 2. |
- Mukamurenzi, Solange, 1979-, et al.
(author)
-
Challenges in Implementing Citizen-centric e-Government Services in Rwanda
- 2019
-
In: Electronic Government, an International Journal. - : InderScience Publishers. - 1740-7494 .- 1740-7508. ; 15:3, s. 283-302
-
Journal article (peer-reviewed)abstract
- Electronic government (e-government) faces challenges impeding its successful implementation. In the least developed countries, where e-government initiatives are developing but little research is done, it is difficult to know how to move forward with the development. As a contribution to increased knowledge, this study identifies e-government challenges in Rwanda. To this end, the study takes an interpretive approach and, from interviews and document analysis, identifies key e-government challenges. Those challenges include lack of a change management strategy, limited cooperation, language and literacy barriers, incomplete automation, difficulties with system integration, and a lack of intermediaries' management mechanisms. This paper analyses the challenges service providers would have to manage for e-government to improve and informs policymakers of the areas that need their attention for Rwanda to evolve towards the desired e-government. The study contributes to the yet scarce literature of e-government in Rwanda.
|
|
| 3. |
|
|
| 4. |
- Mukamurenzi, Solange, 1979-
(author)
-
E-Government Service Evaluation in Rwanda : A Design Perspective
- 2019
-
Doctoral thesis (other academic/artistic)abstract
- Rwanda has embraced e-government. As the first step of implementation, services are being developed and provided online. As e-government matures over time, due to challenges and opportunities presented by developments in technology, legislation, economy, standards anduser expectations, an important management challenge is to understand future challenges and to be prepared to address them. The present research addresses the problem of moving from e-government service quantity to service quality in Rwanda by using a design science research approach to answer the question: How can e-government service evaluation be improved in Rwanda?This thesis provides an integrated view of e-government maturity. The empirical studies explain the challenges facing e-government implementation in Rwanda and involve service providers in investigating e-government service quality. Building on these, an evaluation process redesign is suggested and a prototype of a web-based evaluation approach called Rwanda Online Service Evaluation (ROSE) is developed in order to convey the proposed changes. It is also tested with managers and users in Rwanda. The evaluation process redesign consists of information, social and technology components. The present research contributes to the e-government body of knowledge through study cases of a Least Developed Country (LDC), namely Rwanda. Theoretical contributions include an e-government maturity model and an e-government service development framework, which could also be used in other research. The findings and the developed prototype contribute to practice in terms of evaluating e-government services and may serve as an inspiration for other LDC.
|
|
| 5. |
- Mukamurenzi, Solange, 1979-, et al.
(author)
-
Evaluating eGovernment Evaluation : Trend and Issues
- 2016
-
In: Electronic Government and Electronic Participation. - Amsterdam : IOS Press. - 9781614996705 - 9781614996699 ; , s. 123-134
-
Conference paper (peer-reviewed)abstract
- Evaluating e-government has proven difficult. Reasons include the complex nature of e-government, difficulties in measuring outcomes and impact, and the evolving nature of the phenomenon itself. Practical and effective evaluation methods would be useful to guide the development. To gauge the state of the art in the field, a review of contemporary literature investigated the status of research on e-government evaluation. We found the issues involved to be described by five critical factors: maturity levels, evaluation object, type of indicators, evaluation timing, and stakeholder involvement. The review suggests that there is no best model but rather that e-government evaluation must be situated and take a formative approach to guide the next step. However in doing so there is a need for a clear perspective on where e-government development is going. On this point research is more in agreement, and we provide a model to conceptualize this development.
|
|
| 6. |
- Mukamurenzi, Solange, 1979-
(author)
-
Evaluation for Improving eGovernment in Least Developed Countries
- 2016
-
In: Electronic Government and Electronic Participation. - Amsterdam : IOS Press. - 9781614996705 - 9781614996699 ; , s. 344-351
-
Conference paper (peer-reviewed)abstract
- E-government evaluation is challenging. However, it is important to design evaluations that support development towards the grand though often distant goal of better government. Although developing countries now have the same technology with developed ones, they still need to "leapfrog" in terms of administrative maturity. This is difficult as it requires changes not only in processes but also policies and organizational culture. The objective of this research is to contribute to finding ways of using evaluation effectively to support e-government development as a whole, including not just technology but also organizational maturity for least developed countries. Design science research methodology is used to investigate the problems involved, propose and develop an artifact to solve at least parts of the problems, and to test and evaluate the artifacts effectiveness. This research will also help to increase awareness among the e-government practitioners in Rwanda on how to achieve the ambitious e-government's goals.
|
|
| 7. |
- Mukamurenzi, Solange, 1979-, et al.
(author)
-
Improving qualities of e‐government services in Rwanda : A service provider perspective
- 2019
-
In: The Electronic Journal of Information Systems in Developing Countries. - : John Wiley & Sons. - 1681-4835. ; 85:5
-
Journal article (peer-reviewed)abstract
- E‐government implementation is growing worldwide. In the context of developed countries, as well as some developing ones, research provides tools to evaluate e‐government services and reflect on e‐government performance. However, in the least developed countries (LDCs), where the preconditions are in many ways more challenging, little is known about those services. While information technology can be imported, social, organizational, and infrastructural arrangements conducive to high‐quality service delivery must be developed locally. In contributing to understanding the challenges as well as opportunities involved, this paper explores the qualities of e‐government services in Rwanda, an East African LDC. The investigation focuses on service providers' views of the qualities, as it is only through their understanding of the situation that service quality can be improved. This is a qualitative study based on interviews with employees of government organizations and document analysis. We identify and discuss 28 e‐government service quality factors, which are grouped into nine quality dimensions—accessibility, availability, awareness, responsiveness, information quality, information security, ease of use, support, and cost. This research contributes to raising awareness about the qualities of e‐government services in Rwanda in particular but may also have relevance for other LDCs.
|
|
