SUCCESS AND FAILURE FACTORS IN THE INTRODUCTION OF eGOVERNMENT SERVICES

1. SUCCESS AND FAILURE FACTORS IN THE INTRODUCTION OFeGOVERNMENT SERVICES Nikolay Vassilev Minister of State Administration and Administrative Reform Republic of Bulgaria

2. Readiness Environment Indicators • GDP • Fixed line penetration • Mobile penetration • PC penetration • Internet usage • IT literacy rate • ICT expenditure rate • Economic growth • Budget spending

3. Critical Success Factors • Political leadership • National e-Strategy • ICT infrastructure • Legal framework • Human capital • Financial resources • Technology • Management • Partnership • Access • Education • Culture • Time…

4. Critical Failure Factors • Lack of internal drivers • Lack of vision and strategy • Poor project management • Poor change management • Dominance of politics and self-interest • Poor/unrealistic design • Inadequate technological infrastructure • Technological incompatibility

5. Critical Failure Factors PROCESS • Lack of process models • Status analysis • Poor legal frameworks • Complex procurement

6. Critical Failure Factors PEOPLE • Lack of political will • Officials’ apathy • Shortage of champions • Lack of skills in e-government

7. Critical Failure Factors TECHNOLOGY • Lack of architectures • Lack of standards • Poor communication • Infrastructure • Hardware-driven approach

8. Critical Failure Factors RESOURCES • Budget constraints • at central level • at regional and municipal level • Lack of project management skills

9. BulgariaSuccess factors in place • Political will to reform the administration • Organizational – new Ministry of State Administration • Financial support from the state budget • Information society dynamic development