t-Government for benefit realisation: A research agenda

Sahraoui S., Ghoneim A., Irani Z., Ozkan S.



This chapter proposes a model for t-Government and highlights the research agenda needed to increase understanding of transformational government and the processes involved in furthering the agenda of t-Government. In particular, both an operational and a conceptual model for effective involvement of citizens and businesses in government functioning have been proposed. This will help to define an agenda for t-Government research that emerges from national UK strategy and policy for e-Government. The main threads of t-Government encompass: (1) A citizen-centric delivery of public services or e-inclusion, (2) A shared services culture to maximise value added to clients (3) The effective delivery and management of resources and skills within government or professionalism. All three threads should be addressed principally from the perspectives of delivery, evaluation and participation in view of benefits realisation as envisioned by government strategic planning and policy directives (Cabinet Office, 2005). The management of change dimension of these phenomena have been included in the research agenda. In particular, research is needed to reshape the discourse towards emphasising a citizen-centric approach that defines, develops, and benefits from public service. Decision-makers in government will need models of governance that fulfil transformational objectives. They will also need models of benefits realisation within a strategic governance framework. It has been argued that t-Government research should be addressing these relative voids.