Stakeholder Perception of Information Systems Development Success in the Public Sector

Abstract

Definition of Information Systems (IS) success has eluded researchers over time with no readily acknowledged and acceptable success model. The models so far developed for IS success measure success from the viewpoint of the system, users, and the organization. The system viewpoint is measured by information quality, system quality, and service quality; the users’ viewpoint by user satisfaction, use, and individual net benefits; and the organization’s viewpoint by organizational net benefits. Moreover, the research done has mostly been in the private sector. This study attempts to add the development team’s viewpoint as well as public sector perspectives. This is done by conducting a qualitative case study of the implementation of an information system in the public service in Kenya. Unlike previous studies on IS success, this study acknowledges the fact that there is need for a model that can be used to evaluate systems during the development cycle as well as on projects that never reach completion or are never used. In addition, findings of the study identified key IS success variables relevant to the public sector and characteristics that distinguish the public from the private sector.