Critical Success Factors for Knowledge Transfer via Government Websites

Abstract

The transfer of knowledge pertaining to government is central to success of e-government websites. The purpose of this paper is to investigate how Australian government website providers perceive critical success factors (CSFs) for transfer of knowledge from government to users (citizens, business entities, employees and other government agencies) via an Australian government education website. CSFs are defined as the limited number of areas in which results, if satisfactory, will ensure successful competitive performance for organization (Rockart 1979, p. 5) and knowledge transfer (KT) is defined as a process that includes any exchange of knowledge between or among individuals, teams, groups or organizations(King 2006, p. 538). It is process by which knowledge is transmitted to, and absorbed by, users. Knowledge in this research is scoped to include government knowledge resources (information and services) made explicit and available to users via government websites. The research is exploratory, applying content analysis to analyse qualitative data that were collected using interview and focus group techniques. Szulanski's knowledge transfer (KT) four stages model was adapted as a lens to study CSFs. Eleven CSFs are identified, grouped into six themes, and associated with four KT stages. The research provides guidance to practitioners, arguing that identifying and understanding CSFs can support government website providers in taking decisions related to internal operation of their website's content development and delivery activities, thus enhancing their capacity to deliver requisite knowledge to website users.