Process Model of Customer-Centric E-Government Enabled Service Transformation: Insights from MINDEF's Portal Implementation Experience

Information Technology (IT) enabled transformation in an organization enhances the business value by improving its performance. Though a lot has been documented on this topic, a review of information systems literature reveal that the research on how e-government enabled transformation affects firm performance remains under-examined. With this motivation, this piece of research aims to focus on the mechanisms through which e-government enabled service transformation improves the performance of an organization. Analyzing the case study of e-government implementation experience of Ministry of Defense (MINDEF), Singapore in the light of Resource Based View (RBV) and Dynamic Capabilities perspective, we build a process model of customercentric e-government enabled service transformation showing how MINDEF enhanced its performance. With its findings, this study contributes to the theoretical discourse on firm performance and provides implications to the practice for enhancing firm performance.