DEVELOPING A CUSTOMER-CENTRIC, INCLUSIVE EGOVERNMENT: LESSONS FROM THE CENTRAL PROVIDENT FUND BOARD OF SINGAPORE

Publication Year:
2010
Usage 355
Abstract Views 211
Downloads 144
Repository URL:
https://aisel.aisnet.org/icis2010_submissions/77
Author(s):
Tan, Barney; Pan, Shan L.; Cha, Virginia
Tags:
Electronic government; Service innovation; Implementation strategies; Case study
article description
This case study documents the successful e-government implementation experience of the Central Provident Fund Board of Singapore. In tracing the process of e-government implementation in its entirety, this case study should prove to be especially useful to e-government practitioners and students in helping them understand: (1) The process of e-government implementation and the critical steps that lead to the development of resources and capabilities required for a successful e-government, (2) how e-government transforms the nature of public service delivery and the benefits of implementing e-government, as well as (3)the internal and external drivers, the process, as well as the implications of e-government enabled service transformation.