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.
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