Critical Business Process Management Issues in Electronic Government Projects – A Case Study

Contemporary governments are expected to find ways to utilize ICT to facilitate their daily administration and to provide better services to citizens, businesses, and government agencies, in the form of what is referred to as EGovernment. In this paper, we argue that everything in government boils down to processes, and that a better understanding of business process management concepts and tools is much needed. The empirical setting of our study is based on a single case, in which we investigate an E-Government implementation project in the city of Oulu. Six critical issues that require special attention were identified: change management, top management support, business process mindset, process rethinking not automating, stakeholders’ involvement, and the use of financial assessment.