Implementation of E-Government in Mexico: The Case of Infonavit

Abstract

The implementation of information and communication technologies (ICTs) in the public sector is a strategy for administrative reform that has grown in ­importance in recent years. The use of ICT in government can help to improve the ­efficiency, quality, and transparency of public services and reduce the operating costs of bureaucracy. ICTs have also opened a new communication channel for government to provide public services to citizens without intermediaries. However, the ­implementation of an ICT initiative is not a simple process. Organizations ­frequently invest a great amount of resources into ICT initiatives, but the results they obtain often do not meet expectations. This observation is particularly true in some developing countries. Based on a case study of a Mexican federal agency, this ­chapter analyzes a successful strategy involving three ICT projects, taking into consideration institutional, organizational, and managerial aspects. Overall, the results of this study show that having a strategic plan that aligns the ICT project objectives with the overarching organizational goals leads to successful implementation because the technical, organizational, and institutional resources are ­managed in an integrated fashion. The chapter also reports on specific factors that had an impact on the characteristics and success of the three ICT projects.