icegov2012 proceedings

Assessment of Success Factors of e-Government Project
Implementation: Challenges for the Kosovo e-Government
Perspective
Artan Rexhepi, Blerim Rexha and Agni Dika
Faculty of Electrical and Computer Engineering
University of Prishtina
10000 Prishtina,KOSOVO
+377 44 115 651, +377 44 627 251, +377 44 500 721
artan.rexhepi@uni-pr.edu, blerim.rexha@uni-pr.edu, agni.dika@uni-pr.edu
ABSTRACT
Among European countries, Kosovo is ranked low with respect to
the provision of on-line e-Government services. The challenges in
the introduction of e-Government in Kosovo were largely related
to launching simple service delivery and integration of
governments back offices. There is still a big disparity between
what is being provided and what citizens’ requirements for the e-
Government services are. This study has conducted a survey
regarding the perception of current on-line e-government services
among Kosovo citizens. By analyzing the current situation from
the view of citizens, this paper analyzes the status, requirements
and prerequisites for the implementation of a sustainable egovernment
portal. The objective of this research is to emphasize
the appropriate factors, ranging from information and
communication services, application of electronic forms and
provision of transaction services, electronic management of
documents to the effective administration processes, which could
significantly increase the likelihood of success of such egovernment
projects. Based on the gathered and analyzed
data, the paper discusses action recommendations for an
acceptable and sustainable portal, which would be utilizable by a
majority of citizens in Kosovo.
Categories and Subject Descriptors
J.1 [Administrative Data Processing]: Government
General Terms
Management, Documentation, Performance, Human Factors
Keywords
E-Government, Assessment, Kosovo, Electronic Government,
Information and Communication Technology, Digital
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ICEGOV '12, October 22 - 25 2012, Albany, NY, United States, NY, USA
Copyright 2012 ACM 978-1-4503-1200-4/12/10…$15.00.
324
Government
1. INTRODUCTION
There is currently no reliable assessment of the e-government
indicators and parameters required for the measurement of the
present e-government development in Kosovo. As per the UN
DPADM E-country report, Kosovo’s progress to e-government
was rated at its beginning, ranking with this Kosovo low with
respect to provision of e-services to the citizens [1]. However,
over the past few years the understanding of governance and egovernance
by the Kosovo government has been continuously
changed. There are growing pressures and expectations from the
citizens to the public administration aiming for governance with a
modern approach for an efficient and effective administration. In
addition, the transition period has shown that the government
needs to be more transparent and accountable to the public. This
and the need for reorganizing many processes within the public
sector, covering a wide range of tasks and work arrangements,
have been understood and it has lead to initiatives, such as the
Kosovo Strategy for E-Government [2]. Nevertheless, there is still
a big gap evident between the political priorities and agenda on
the one hand and the actual implementation and users
expectations on the other hand.
The initial requirements for the government start with a detailed
remodeling of work processes within the public sector and by
translating them into a digitalized e-service format model for
citizens. The existing relationships between the government and
the citizen will be therefore redefined by introducing new
processes at work in the public sector and by opening new
opportunities.
The Kosovo Government’s E-Government Strategy 2009-2015
has identified the major priorities and objectives that need to be
realized. During the past few years, several projects were
identified and fully or partly implemented as a basis for the
provision of e-services, such as the central register of citizens, the
register of economic entities and various registers of cadastre and
immovable properties for land administration. Besides such
important projects, there is now a need for development and
implementation of new projects that will allow the provision of
specific e-services, on the basis of which the ordinary citizens can
experience the expected benefits of e-government and the
information society.