Success Factors of E-Government and Interaction with Electronic Portal in Pakistan: A Case Study Approach

Abstract

The current study is conducted to evaluate the e-government portal E-Khidmat Markaz launched by the government of Punjab. This study addresses two contemporary issues related to e-government: the successful implementation and the factors behind the success. For this purpose, a theoretical framework for assessing critical success factors behind e-government and online interaction in Pakistan is developed. The responses of25 officials from public sector firms were interviewed to determine the relationships between technological, organizational, and external factors and the successful implementation of e-government. The nature of the study is qualitative, and the research methodology is applied using Nvivo software.This study will contribute to the research work done in the IT sector and the managerial implications of adopting e-government-based service delivery.The Pakistani government can realize its advancement through proper planning, policy making, process designing, and improving it. Government-based services can be delivered more effectively and efficiently. A citizen will be more satisfied with a government organization's performance if the factors identified in the study given consideration will implement in an e-government project in Pakistan.