Critical Success Factors for Adopting Electronic Document Management Systems in Government Units
Ewa Ziemba, Tomasz Papaj, Danuta Descours
Citation: Proceedings of the 17th Conference on Computer Science and Intelligence Systems, M. Ganzha, L. Maciaszek, M. Paprzycki, D. Ślęzak (eds). ACSIS, Vol. 30, pages 809–813 (2022)
Abstract. This study aims at proposing the framework of critical success factors (CSFs) for the adoption of electronic document management system (EDMS) in government units and identifying such factors for local government in Poland. The study was based on a literature review, interviews with 28 field experts, and a questionnaire survey. The results suggest a framework of 23 factors that were considered prerequisites for successful EDMS adoption. The factors are grouped into four categories to reflect economic, organizational, technological, and legal issues. Furthermore, nine CSFs for EDMS adoption in Polish local government units were identified. They include legislation imposing the obligation on EDMS adoption, technological readiness, quality of back-office software and its integration with front-office and ERP software, employees' awareness of EDMS adoption, front- and back-office software functionality and scope of its adoption, and information security. It is worth noticing that there are no economic factors in the set of the nine CSFs. The CSF framework proposed can be mainly useful for transition, emerging, and developing economies, especially in Central and East Europe. Government practitioners could find answers to an important question: which areas and activities of government units should be primarily focused on to achieve the most satisfying results of transforming traditional document management to electronic document management.
- D. MacLean, and R. Titah, “A Systematic Literature Review of Empirical Research on the Impacts of e-Government: A Public Value Perspective,” Public Administration Review, vol. 82, no 1, pp. 23-38, 2022. https://doi.org/10.1111/puar.13413
- N. Darmawan, “A Bibliometric Analysis of E-Government Research,” Library Philosophy and Practice (e-journal). 5861, 2021. https://digitalcommons.unl.edu/libphilprac/5861
- J. D. Twizeyimana, and A. Andersson, “The public value of E-Government – A literature review,” Government Information Quarterly, vol. 36, no 2, pp. 167-178, 2019. https://doi.org/10.1016/j.giq.2019.01.001
- J. M. Sánchez-Torres, and I. Miles, “The role of future-oriented technology analysis in e-Government: a systematic review,” European Journal of Futures Research, vol. 5, no 15, pp. 1-18, 2017. https://doi.org/10.1007/s40309-017-0131-7
- E. Ziemba, “The Contribution of ICT Adoption by Local Governments to Sustainability—Empirical Evidence from Poland,” Information Systems Management, vol. 38, no 2, pp. 116–134, 2020. https://doi.org/10.1080/10580530.2020.1738600
- E. Ziemba, “The ICT adoption in government units in the context of the sustainable information society,” in: Proceedings of the 2018 Federated Conference on Computer Science and Information Systems FedCSIS, M. Ganzha, L. Maciaszek, and M. Paprzycki, Eds., Adam Mickiewicz University, September 9-12, 2018, pp. 725-733, 2020. https://doi.org/10.15439/2018F116
- D. Agostino, I. Saliterer, and I. Steccolini, “Digitalization, accounting and accountability: A literature review and reflections on future research in public services,” Financial Accountability and Management, vol. 38, no 2, pp. 152-176, 2022. https://doi.org/10.1111/faam.12301
- European Commission, eGovernment Benchmark 2021: Entering a new digital government era, Publication Office of the European Union, Luxembourg, 2021.
- I. Lindgren, and G. Jansson, “Electronic Services in the Public Sector: A Conceptual Framework,” Government Information Quarterly, 2013, vol. 30, no 2, pp. 163-172, 2013. https://doi.org/10.1016/j.giq.2012.10.005
- M. L. Correa Ospina, D. Saxena, and B. H. Díaz Pinzón, “Mechanisms underpinning the usage of e-government services by businesses: A proposal based on previous empirical research,” JeDEM - eJournal of eDemocracy and Open Government, vol. 13, no. 2, 2021, Ongoing Papers. https://doi.org/10.29379/jedem.v13i2.685
- F. K. Y. Chan, J. Y. L. Thong, S. A. Brown, and Viswanath Venkatesh, “Service Design and Citizen Satisfaction with E-Government Services: A Multidimensional Perspective,” Public Administration Review, vol. 81, no 5, pp. 874-894, 2021. https://doi.org/10.1111/puar.13308
- A. A. Aziz, Z. M. Yusof, U. A. Mokhtar, and D. I. Jambari, “The implementation guidelines of digital document management system
- for Malaysia public sector: Expert review,” International Journal on Advanced Science, Engineering and Information Technology, vol. 10, no 1, pp.198-204, 2020.
- A. Zuiderwijk, Y.-C. Chen, and F. Salem, “Implications of the use of artificial intelligence in public governance: A systematic literature review and a research agenda,” Government Information Quarterly, vol. 38, no 2, 101577, 2021. https://doi.org/10.1016/j.giq.2021.101577
- J. Amend, J. Kaiser, L. Uhlig, N. Urbach, and F. Völter, “What Do We Really Need? A Systematic Literature Review of the Requirements for Blockchain-Based E-government Services,” in: Innovation Through Information Systems. WI 2021. Lecture Notes in Information Systems and Organisation, F. Ahlemann, R. Schütte, and S. Stieglitz, Eds., Springer, vol 46, 2021. https://doi.org/10.1007/978-3-030-86790-4_27
- C. Fredriksson, F. Mubarak, M. Tuohimaa, and M. Zhan, “Big Data in the Public Sector: A Systematic Literature Review,” Scandinavian Journal of Public Administration, vol. 21, no 3, pp. 39-61, 2017.
- H. Alshibly, R. Chiong, and Y. Bao, “Investigating the Critical Success Factors for Implementing Electronic Document Management Systems in Governments: Evidence From Jordan,” Information Systems Management, vol. 33, no 4, pp. 287-301, 2016. https://doi.org/10.1080/10580530.2016.1220213
- Regulation of the Prime Minister of January 18, 2011, on document management offices, uniform subject file indexes, and instructions on the organization and scope of operation of institutional archives (Journal of Laws 2011 No. 14 item 67). Główny Urząd Statystyczny Urząd Statystyczny w Szczecinie, Społeczeństwo informacyjne w Polsce w 2020 r., Warszawa, Szczecin, pp. 51-53, 2020.
- J. F. Rockart, and C. Bullen, A Primer on Critical Success Factors, Center for Information Systems Research Working Paper, 69, Sloan School of Management, MIT, Cambridge, 1981.
- J. McLeod, S. Childs, and R. Hardiman, “Accelerating positive change in electronic records management: Headline findings from a major research project,” Archives and Manuscripts, vol. 39, no 2, pp. 66-94, 2011.
- Z. Smyth, “Implementing EDRM: Has it provided the benefits expected?,” Records Management Journal, vol. 15, no 3, pp.141-149, 2005. https://doi.org/10.1108/09565690510632328
- G. Johnston, and D. Bowen, “The benefits of electronic records management systems: A general review of published and some unpublished cases,” Records Management Journal, vol. 15, no 3, pp. 131-145, 2005. https://doi.org/10.1108/09565690510632319
- M. Hjelt, End-user attitudes towards EDM use in project work: a case study of the Kamppi Center Project (Master’s thesis), Department of Management and Organization, Swedish School of Economics and Business Administration (HANKEN), Helsinki, pp. 90, 2006.
- M. Dyczkowski, Wiedza o krytycznych czynnikach sukcesu jako istotny element poprawy efektywności przedsięwzięć informatycznych w sferze zarządzania publicznego, Akademia Ekonomiczna, Wrocław, 2007.
- L. T. Nguyen, P. M. C. Swatman., B. Fraunholz, and S. Salzmon, “EDRMS implementation in the Australian public sector,” in: Proceedings of the 20th Australasian Conference on Information Systems, Melbourne, pp. 915-928, 2009.
- S. Jones, “eGovernment Document Management System: A case analysis of risk and reward,” International Journal of Information Management, vol. 32, no 4, pp. 396-400, 2012. http://doi.org/10.1016/j.ijinfomgt.2012.04.002
- H. Abdulkadhim, M. Bahari, A. Bakri, and H. Hashim, “Exploring the common factors influencing electronic document management systems (EDMS) implementation in government,” ARPN Journal of Engineering and Applied Sciences, vol. 10, no 23, pp. 17945-17952, 2015.
- A.A. Aziz, Z.M. Yusof, U.A. Mokhtar, and D.I. Jambari, “A Conceptual Model for Electronic Document and Records Management System Adoption in Malaysian Public Sector,” International Journal on Advanced Science Engineering and Information Technology, vol. 8, no 4, pp.1191-1197, 2018. https://doi.org/10.18517/ijaseit.8.4.6376
- J. M. Juran, Quality Control Handbook, McGraw-Hill, 1951.