Defining the Information Systems Strategic Plan for Public Service Delivery in the Digital Era

2019 ◽  
pp. 307-320
Keyword(s):  
Information Systems ◽  
Service Delivery ◽  
Public Service ◽  
Planning Process ◽  
Strategic Plan ◽  
Public Service Delivery ◽  
Digital Era ◽  
Research Findings ◽  
It Strategic Planning

Chapter 11 is the final chapter within Section 2 and specifically addresses the issue of defining and formulating the information systems strategic plan (ISSP) for public service delivery in the digital era. This chapter commences by discussing the key objectives of an ISSP and through this discussion links the lessons learnt through the research findings from Chapter 3. The chapter also examines the IS and IT strategic planning process and identifies the inputs for defining the ISSP. Basically, this chapter links the findings from the previous chapters to the ISSP input mechanism. Once this is completed, the chapter provides a step-by-step description for defining and formulating the ISSP document that is supported by examples.

Defining the Organisation's Needs for Public Service Delivery in the Digital Era

2019 ◽  
pp. 106-116
Keyword(s):  
Information Technology ◽  
Information Systems ◽  
Service Delivery ◽  
Public Service ◽  
Communications Technology ◽  
End User ◽  
Public Service Delivery ◽  
Digital Era ◽  
Information Communications Technology

This chapter has the objective of defining a practical framework to define an ISSP for government entities to enhance public service delivery in the digital era. However, before it defines this framework, the chapter addresses a number of important and fundamental concepts. The chapter starts by addressing the confusion of terminology by providing an unambiguous explanation regarding the differences between various terms, such as information technology (IT), information systems (IS), and information communications technology (ICT), amongst others. The chapter then focuses on specifically identifying the end user and examining the role of the end user by relating the discussion to the research of the previous chapters regarding the ICT strategy-centric aspects. The chapter concludes with a practical ISSP framework that aims to provide enhanced public service delivery in the digital era.

Recommended ICT Values for Public Service Delivery in the Digital Era

2019 ◽  
pp. 87-104
Keyword(s):  
Service Delivery ◽  
Public Service ◽  
The Internet ◽  
Negative Consequences ◽  
Public Service Delivery ◽  
Strategic Objectives ◽  
Digital Era ◽  
The Internet Of Things ◽  
Technology Trends

Chapter 4 is the final chapter in Section 1. It elaborates further on the principles discussed in the three previous chapters. It outlines a number of strategic objectives in the quest for change. The chapter discusses a suggested multi-centricity model that is based upon the five centric pillars mentioned throughout the first four chapters. This multi-centricity model prescribes a number of fundamental principles that should be considered in formulating government ICT strategies. This chapter also examines the latest technology trends to achieve IT-enabled services that are viewed as key to immediate economic development. It also examines the internet of things and communication trends that are seen as the door to the future for public service delivery and a fast way forward for future innovation. The chapter concludes by cautioning governments that failing to make the transition to the new digital environment will likely see them experience significant negative consequences.

Information Technology Needs for Public Service Delivery in the Digital Era

2019 ◽  
pp. 227-268
Keyword(s):  
Service Delivery ◽  
Public Service ◽  
Website Evaluation ◽  
Public Service Delivery ◽  
International Telecommunication Union ◽  
International Telecommunication ◽  
Digital Era ◽  
Research Findings ◽  
World Economic ◽  
The Relationship

This chapter continues the path through the ISSP framework by considering the IT needs of government entities. The chapter discusses the evolution of eGovernment and mGovernment and presents research findings regarding the website evaluation of 40 countries using the Inland Revenue and Social Security governmental websites as the research basis. The website evaluation utilized an instrument developed by Cumbrowski that consists of eight dimensions. The research also examined the relationship between these website ratings and other variables extracted from reports provided by the International Telecommunication Union, World Economic Forum, and United Nations Development Programme. The chapter also examines the trends that are at the forefront of IT developments. The chapter concludes by applying various models to show how a government entity may determine its IT needs. The above are discussed in the context of how to improve public service delivery in the digital era, with numerous examples to support this discussion.

Future Directions for Public Service Delivery in the Digital Era

2019 ◽  
pp. 323-341
Keyword(s):  
Service Delivery ◽  
Public Service ◽  
Mobile Apps ◽  
Public Service Delivery ◽  
Digital Era ◽  
Emerging Issues ◽  
Technological Developments ◽  
Block Chain ◽  
Exciting Development ◽  
The Impact

This chapter discusses emerging issues and technologies, such as ethical responsibilities in a changing technological environment, the use of analytics and artificial intelligence, the evolution of communications technology, and the growth of block chain and mobile apps technology. Mobile apps technology is a very exciting development because the nature of the applications is very personal and target specific customer needs, hence gradually resolving the issue of explicitly knowing the customer and meeting its personal needs through the concept of personas. This chapter provides numerous examples of how the various technological developments can be specifically implemented to enhance public service delivery in the digital era. In this context, Chapter 12 has two important implications, namely the impact of the technology trends to revolutionise public service delivery on the operations of government entities and users of government services in the future.

ICT Implementation Considerations for Public Service Delivery in the Digital Era

2019 ◽  
pp. 269-306
Keyword(s):  
Service Delivery ◽  
Public Service ◽  
Critical Success Factors ◽  
Success Factors ◽  
Implementation Process ◽  
Successful Implementation ◽  
Public Service Delivery ◽  
Strategic Objectives ◽  
Critical Success ◽  
Digital Era

The focus of this chapter is on various concepts that need to be carefully considered when defining an information systems strategic plan (ISSP) for enhancing public service delivery in the digital era. The first concept discussed is the critical success factors framework. This framework ensures that the ISSP strategic objectives are aligned with the corporate strategic objectives. The aim is to identify those critical success factors that ensure the successful implementation of the ISSP and to determine whether these factors are being achieved in the implementation process. Secondly, the chapter will consider the general implementation philosophy, including the IS application acquisition methods and the key IS features. This ensures the implementation of value for money IS applications. The third concept considered is related to the justification methods for undertaking IS applications. Finally, the chapter will discuss a number of ICT planning issues that may be applicable to the public sector.

Theoretical Foundation

2019 ◽  
pp. 1-19
Keyword(s):  
Service Delivery ◽  
Public Service ◽  
Identity Management ◽  
Civil Liberty ◽  
Continuous Process ◽  
Public Service Delivery ◽  
Reform Agenda ◽  
Networked Governance ◽  
Digital Era ◽  
The Government

This chapter traces the evolution of reinventing government of the 1990s to public service delivery in the digital era. It illustrates that public service delivery in the digital era is a means of addressing a long-standing reform agenda not only to increase efficiency but also to influence the way decisions are made. It shows how technology has become a formidable enabler for networked governance bringing together concepts of privatization, public-private partnership, and contracting as a workable solution to many of the government large applications systems concerns, thus making possible the virtual state. This has enabled the citizen to participate in the agenda setting of government. However, the digital era poses important civil liberty concerns related to citizen identification and identity management amongst other privacy related issues. The focus is the need for management to seek a continuous process of using technology to transform their entity into one that truly places the customer as the centre of attention for achieving a customer-oriented environment.

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