E-government implementation challenges at local level: a comparative study of government and citizens' perspectives

In this paper, we compare and contrast the issues facing citizens with those faced by managers responsible for e-government implementation. We report the findings of a case study of e-government implementation undertaken recently at a local government authority in the UK. We use the design-reality gap analysis framework based on seven 'ITPOSMO' dimensions proposed by Heeks. Our findings indicate that the success of e-government at local level requires a strong partnership between local government and citizens. The study results point to the lack of clear strategy at local authorities' level for changing the way the government interacts with citizens.