Managing e-transformation in the public sector: An e-government study of the inland revenue authority of Singapore (IRAS)

European Journal of Information Systems

Volumn 12, Issue 4, 2003, Pages 269-281

  Tan, Chee Wee ^a   Pan, Shan L ^a  

^a NATIONAL UNIVERSITY OF SINGAPORE   (Singapore)

Author keywords

Customer relationship management (CRM); E government initiatives; Organizational e transformation; Stakeholder relationships

Indexed keywords

EID: 1442303745     PISSN: 0960085X     EISSN: 14769344     Source Type: Journal    
DOI: 10.1057/palgrave.ejis.3000479     Document Type: Article

References (51)

1. th International Workshop on Database and Expert Systems Applications, pp 379-383. Greenwich, London, U.K., Sep 6-8.
2. Allen BA, Juillet L, Paquet G and Roy J (2001) E-governance & government on-line in Canada: partnerships, people & prospects. Government Information Quarterly 18, 93-104.
3. Benbasat I, Goldstein DK and Mead M (1987) The case re¬search strategy in studies of information systems. MIS Quarterly 11(3), 369.
4. Bowker GC, Timmermans S and Star SL (1995) Infrastructure and organizational transformation: classifying nurses' work. In Procee¬dings of the IFIP Working Group 8.2 Working Conference on The Interaction of Information Systems and the Organization, pp 344-370. Cambridge, U.K., Dec 7-9.
5. Bozeman B (2000) Bureaucracy and Red Tape. Prentice-Hall, Upper Saddle River, NJ.
6. Bozeman B and Kingsley G (1998) Risk Culture in public and private organizations. Public Administration Review 58(2), 109-118.
7. Burn JM and Robbins G (2001). Strategic planning for e-government: a customer value based model. In Proceedings of the Seventh Americas Conference on Information Systems, pp 1578-83. Boston, Massachu¬setts, U.S.A., Aug 3-5.
8. Calista DJ (1986) Reorganization as reform: the implementation of integrated human services agencies. in Bureaucratic and Governmental Reform (CALISTA DJ, Ed), pp 197-214, JAI Press, Greenwich, CT.
9. Clements L (1994) Privatization American style: 'the grand illusion'. In International Privatization: Strategies and Practices (CLARKE T, Eds), pp 87-104, Walter de Gruyter and Co., Berlin.
10. Coursey D and Bozeman B (1990) Decision making in public and private organizations: a test of alternative concepts of ''publicness''. Public Administrative Review 50(5), 525-535.
11. Csetenyi A (2000) Electronic government: perspectives from e-com¬merce. In Proceedings of the 11th International Workshop on Database and Expert Systems Applications, Greenwich, London, u.K., sep 6-8.
12. Cutlip SC, Center AH and Broom GM (1994) Effective Public Relations. Prentice-Hall, Inc., Englewood Cliffs, NJ.
13. Davenport T (1998) Putting the enterprise into enterprise system. Harvard Business Review 76(4), 121-131.
14. Davenport T (2000) Mission Critical: Realizing the Promise of Enterprise Systems. Harvard Business School Press, Boston.
15. Davies L and Mitchell G (1994) The dual nature of the impacts of it on organizational transformations. In Proceedings of the IFIP Working Group 8.2 Working Conference on Information Technology and New Emergent Forms of Organizations, pp 243-261. Ann Arbor, Michigan, U.S.A., Aug 11-13.
16. Devadoss P, Pan SL and Huang JC (2002) Structurational analysis of e-government initiatives: a case study of SCO. Decision Support Systems 34, 253-269.
17. Dillman DL (1998) Leadership in the American civil service. In Reform, Ethics and Leadership in Public Service (HUNT M and O'TOOLE BJ, Eds), Ashgate Publishing Ltd., Aldershot.
18. Dozier MD, Grunig L and Grunig EJ (1995) Manager's Guide to Excellence in Public Relations and Communication Management. Lawrence Erlbaum Associates Publishers, Mahway, NJ.
19. Eisenhardt KM (1991) Better stories and better constructs. Academy of Management Review 16(3), 620-627.
20. Elgarah W and Courtney JF (2002) Enhancing the G2C relationship through new channels of communication: web-based citizen input. in Proceedings of 8th Americas Conference on Information Systems, pp 564-568. Dallas, Texas, U.S.A., Aug 9-11.
21. Frederickson HG (1997) The Spirit of Public Administration. Jossey-Bass, San Francisco, CA.
22. Garnham N (1990) Capitalism and Communication: Global Culture and the Economics of Information. Sage Publications, London.
23. Goodhue DL, Barbara HW and Watson HJ (2002) Realizing business benefits through CRM: hitting the right target in the right way. MIS Quarterly Executive 1(2), 79-94.
24. Gregory RJ (1999) Social capital theory and administrative reform: maintaining ethical theory in public service. Public Administrative Review 59(1), 63-75.
25. Hales M, Sang B and Marsh S (1994) The theory and practice of getting humans into global organizations: performing rather than preforming. In Proceedings of the IFIP Working Group 8.2 Working Conference on Information Technology and New Emergent Forms of Organizations, pp 175-195. Ann Arbor, Michigan, U.S.A., Aug 11-13.
26. Halligan J and Turner M (1995) Profiles of Government Administration in Asia. Australian Government Publishing Service, Canberra.
27. Haque MS (1994) The Emerging challenges to bureaucratic account¬ability: a critical perspective. In Handbook of Bureaucracy (FARAZMAND A, Eds), Marcel Dekker: New York.
28. Haque MS (1996) Public service under challenge in the age of privatization. Governance 9(2), 186-216.
29. Haque MS (1998) Legitimation crisis: a challenge for public service in the next century. International Review of Administrative Sciences 64(1), 13-26.
30. Haque MS (2001) The diminishing publicness of public service under the current mode of governance. Public Administrative Review 61(1), 65-82.
31. Ho ATK (2002) Reinventing local governments and the e-government initiative. Public Administration Review 62(4), 434-444.
32. Jensen MC and Meckling WH (1976) Theory of the firm: managerial behaviour, agency costs and ownership structure. Journal of Financial Economics 3, 305-360.
33. Kelegama S (1995) The impact of privatization on distributional inquiry: the case of Sri Lanka. In Privatization and Equity (RAMANADHAM vV, Ed), Routledge, London.
34. Klein H and Myers M (1999) A set of principles for conducting and evaluating interpretive field studies in information system. MIS Quarterly 23(1), 67-93.
35. Klenke K (1994) Information technologies as drivers of emergent organizational forms: a leadership perspective. In Proceedings of the IFIP Working Group 8.2 Working Conference on Information Techno¬logy and New Emergent Forms of Organizations, 323-341.
36. Korpela E (1994) Path to notes: a networked company choosing its information systems solution. In Proceedings of the IFIP Working Group 8.2 Working Conference on Information Technology and New Emergent Forms of Organizations, pp 219-242.
37. Kotchegura AP (1997) The Russian civil service: legitimacy and performance. Paper presented at the Civil Service Systems in Comparative Perspective, Indiana University, Indiana, April 5-8.
38. Kruckeberg D and Starck K (1998) Public Relations and Community: A Reconstructed Theory, p 52. Praeger, New York.
39. Lacity M and Janson MA (1994) Understanding qualitative data: a framework of text analysis methods. Journal of Management Informa¬tion System 11(2), 137-155.
40. Lawson G (1998) NetState. Demos, London.
41. Ledingham AJ (2001) Government-community relationships: extending the relational theory of public relations. Public Relations Review 27, 285-295.
42. Lenk K and Traunmuller R (2000). Presentation at the IFIP WG 8.5 Working Conference on Advances in Electronic Government. Zara¬goza, Spain, Feb 10-11.
43. Lowndes V, Pratchett L and Stoker G (2001) Trends in public participation: Part 2 - citizen's perspectives. Public Administration 79(2), 445-455.
44. Mackenzie K (1986) Virtual positions and power. Management Science 32(5), 622-643.
45. Markus ML and Benjamin RI (1997) The magic bullet theory in IT-enabled transformation. Sloan Management Review 38(2), 55-68.
46. Markus ML, Axline S, Petrie D and Tanis C (2000) Learning from adopters' experiences with ERP: problems encountered and success achieved. Journal of Information Technology 15, 245-265.
47. Merton RK, Fiske M and Kendall PL (1990) The Focused Interview: A Manual of Problems and Procedures. (2nd edn.) Free Press, New York.
48. Milford HS (2000) Racing to e-government: using the internet for citizen service delivery. Government Finance Review 16(5), pp 21-22.
49. Moon MJ (2002) The evolution of e-government among munici¬palities: rhetoric or reality? Public Administration Review 62(4), 424-433.
50. Moon MJ and Bretschneider S (2002) Does the perception of red tape constrain IT Innovativeness in organizations? Unexpected results from simultaneous equation model and implications. Journal of Public Administration Research and Theory 11(3), 327-352.
51. Mumford E (1994) Technology, communication and freedom: is there a relationship? In Proceedings of the IFIP Working Group 8.2 Working.