ABSTRACT

The fundamental change is subject to e-government in the structure of public sector. ICT is a tool

in government agency due to which values, culture and ways of doing business can be

understood. It modifies the ways public services are rendered and managed. Governments are

taking advantage of e-government as a source of decreasing cost, improving services and

enhancing effectiveness in the public sector. E-government has become the first preference for

all the governments in the world. Before the adaption of e-government, government should

handle the political, cultural, technological and organizational issues carefully. Several findings

point out that despite of spending a lot on e-government projects, many e-government efforts are

failing.

The study discovers that how the concept of e-government has been welcomed by the developing

countries like kingdom of Saudi Arabia. The investigation is related to system development and

how it is effected by technological and organizational issues. The literature review consists of the

following issues like E-government models, E-government Assessment, Cost benefit

breakdown ,Benchmarking , Change management, Organizational behavior, Organizational

culture, Organizational structures, ICT and development, ICT and change and Usability. A

theoretical framework is formulated in which real- world scenario is presented through

case study method and semi structured interviews to develop view of E-government

adoption.

The study mingled evidence from the case study outcomes to contracted the space between E-

government adoption theory and practice. A complete outline along with the key factors that

affect E-government adoption is established. The framework is a useful tool for the adaption of
e-government at national and international level. Its aim is to identify the practices, processes,

key factors for the thriving implementation. This study has done remarkable role of

understanding e-government and widened the knowledge on its tools.

KEYWORDS: E-government adoption, technological and organizational behavior, ICT, E-

government in Saudi Arabia.

INTRODUCTION

Organizational change is subject to occur due to technological change. The old messenger-based

processes and organizational formats were curtailed as government began using telegraphs and

telephones. Initially the usage of new modes was less and then thoroughly replaced by new

formats and processes. This practiced enhanced efficiency. Based on the new technological

infrastructure, messages could be spread in new and undesired ways. Desired and planned

outcomes are possible only because of technology. Rather it enables undesired, unplanned

outcomes into planned one. The same rule will be applied for electronic government. Since the

definition is not clear, we need to study more on it to clarify the meanings and use them

accordingly. After electronic government is in the discussion , there is also need to focus on the

related issues of it.

What is Electronic Government?

Since olden times Information and Communication Technologies (ICT) have helped the

government in terms of both its management and its services. No doubt, the appearance is fake

and inexact, however, popular term of e-government points out that modern electronic ICT-

helped management and services in Public Administration, specifically it the system is based on

particularly Internet or Intranet based. It satisfies high degrees of public interest and demand.

Exceptional opportunity is offered to people through the tools of Internet and other Information

and Communication Technology(ICT) information on over geographical distances as well as

across sovereign state borders. Chances for networking and lucidity are limitless, in spite of what

is perceived as good or bad in the public view. Again theoretically, ICTs occupies strong

position for governance systems. it is being practiced so that can be participatory and all-

inclusive.
ICT and Change

The real thing is the Transformation, which has similar effects on people, it really does not

matter how the changes is brought. “Employees will always resist change if they feel that it

threatens their job” (Burns 2008). Change has universal effects. Firstly, we will examine on a

general level and then we will focus on ICT projects and change management. To bring change

in organization is not smooth sealing . “It is a process that needs careful planning, motivation,

and professional execution”. (Kotter 1996). According to Kotter, communication throughout the

project is important for its success. Communication is the highest main concern and the first

strategy for every organizational change. Change process go beyond the certain limit, as

Williams & Williams (2007)describe it. Price & Chahal (2006) discuss the same matter and

suggest, “change is a process, not an event and it takes place all the time”. It is clear if the

change is persistent to come it will come but things don’t get change overnight, for this time is

required. Certain change steps need to be taken if organizational structure is going to be changed,

so that actual outcomes can be sought out. Change brought by the outcome of the project can

mean a number of things. Change can be of two larger entities: technological changes and

cultural changes. Changes in systems and tools are called Technological changes and this means

that people should aware themselves with new tools and ways of working. Support and training

can solve this. However, cultural changes are difficult to adapt. Change in the customs of the

organization is called cultural change. It can affect management styles, attitudes, standards,

adaptability to change and power equilibrium. Employees ,initially, hesitate to adopt the change

of culture and the issues must be successfully handled by the project manager. “Tools for
reducing resistance include such as: user participation, effective communication, support,

leadership and commitment from the top”. (Milis & Mercken 2002)

Government and services

During the 1960s, many private enterprises of the public sector started using computers to

provide assistance in business functions, including management information, payroll, and

accounting applications. Afterward, governments showed tendency to follow private industry for

adopting ICT systems.

Increasing Usage of internet helped companies to execute fully integrated value chains creating

partnerships with suppliers and customers. Together they can cut costs, improve quality, expand

markets, and share the benefits. Old idea of a freestanding business has been changed now.

Those companies that are user of Internet are bringing suppliers and customers much deeper into

their business practices and systems, and develop understanding with their partners. It will create

more clarity and transparency among all partners as compared to the past. Personalized services,

products, and pricing are becoming new trend where glimpse of old practice is blurred.

Increasingly, non-core business processes are handed over to other providers. Just in time has

made the business easier. Unique collaboration is possible, when management skills are to be

tested.

ICT in the public sector

The governments of Asian countries are lacking behind in adopting ICT systems in businesses

Including higher organizations. It creates disinterest to perform the task and paper activity is not

secure enough to convey confidential information. It happens due to outdated regulations and

laws; lack of understanding and computer skills; difficulties of carrying out organizational

change; and the nature of public sector financing and procurement practices. If government
wants to use First ICT effectively, then it has to change the ways of doing business and the

people need to change ways of doing their jobs. Public sector will resist to organizational

change as compared to private sector.

E government and ICT

E-government can be defined as source of information and communication technologies (ICT)

adopted by a government to accomplish and support of its operations. The purpose is to provide

and delivery of public services and for its engagement with citizens. E-government makes

possible to connect the government with its agencies, citizens and business. Through it

Governments construct huge amounts of information and such information is directed and/or

useful to third parties (citizens, individuals, businesses, etc.). The usage of Internet makes the

access easy and fast by providing such information through third parties, wherever they are

established. ICT attach value to internet through automating an accessible activity, for which the

cost of information system have been justified and ways found to increase profits. ICT also is

restoring a business process as fixed in it’s inherently. It is different from a manual process to

which IT is only solution. Conventionally the concept of looks e-governance narrowly

associated with the narrow concept of e-government which means to provide services dealing

with government and/or public sector only. E-governance is defined in a broader perspective

involving both public and private sector. It includes to “how managers and supervisors utilize IT

and Internet to execute their functions of supervising, planning, organizing, coordinating, and

staffing effectively” (Palvia and Sharma, 2007: 1). In other words, e-governance means

innovative use of ICT to rule over both public and private sector so that efficiency and prompt

growth can be attained . the e-governance is not just contain the services of the government

where adoption of ICT enable government to acquire new and inventive ways of delivering
information and services to the public and private sector. Use of ICT has helped to reduce costs

or increasing profits in Intermediate organizations (IOs) or middle level enterprises.

E-GOVERNMENT

Government, citizens and the business community performs all activities through electronic

communications. These include attaining and supplying products and services; placing and

receiving orders; providing and achieving information; and financial transactions are completed.

In a wider context, the utilization of digital technologies by (ICTs) is improving the performance

of government activities and services .e-Government is not about to bring change in only

businesses, but also ICTs tools focus on to transform the structures, operations and, above all,

the culture of government. The purpose of E-Government should be to derive value and not just

for the sake of technology.

To digitize information and placing it online simple do not make sure the benefits of e-

governments. As an alternative, the point is to recognize how the use of new ICT tools can be

used to influence a conversion in the culture and structure of government towards providing

better services to citizens. E-Government is not a particular event or a diminutive project, it is

time taking evolutionary process of transforming government so the citizen service should be

focused. Detailed implementation plan is essential to set up a high-level e-government roadmap

(top-down design). Long term the roadmap of any organization should include long-term

strategic plans, as well as corresponding annual plans. Delivering services according to the needs

of citizens and businesses of are included in the bottom-up detailed implementation plan.
Classification

There are two parts in E-Government: front office and back-office. In the front office part,

Internet or other digital means assist to deliver service to citizens and businesses. In the back-

office internal government administration and information is being shared in the form of services

both within and between governments.

(B2B) Model

The B2B model involves electronic transactions for ordering, purchasing, as well as other

Administrative tasks between houses. This model facilitates trading goods, such as professional

services, business subscriptions, manufacturing, and wholesale dealings. In the B2B model,

sometimes business dealings are settled virtually between companies, they do not have

physically existed. Internet is the tool that facilitates this business. Business-to-Consumer

(B2C) Model The B2C model engages transactions between business organizations and

customers. It is valid to any business organization that sells its products or services to consumers

over the Internet. Product information is displayed through the sites in an online catalog and

stores it in a database. Services online banking, travel services, and health information

Consumer-to-Consumer (C2C) Model are component of The B2C model.(C2C) model ,In C2C

model involves transaction is done between consumers. A customer directly sells his product to

another consumer. These site (EBay and www.bazee.com) are general examples of online

auction Web sites that endow with a consumer to advertise and sell their products online to

another consumer. yet, it is important for both the seller and the buyer must be registered with

the auction site.

Consumer-to-Business (C2B) Model A transaction that is conducted between a consumer and a

business/organization is called C2B. in this case the consumer is the seller and the business
organization is the buyer. In this model consumer is one who decides the price instead of

supplier. For instance, www.monster.com is a Web site on which a consumer posts all his

credentials as if he is selling himself, for the job. Any company, that is looking for specific skills

may contact to that person directly. Government-to-Government (G2G) model, this model

contains business between 2 governments. If the American government wants to buy oil from the

Arabian government, it will be G2G model• Government-to-Consumer (G2C) model in this

model, government conducts business with an individual. For example, a government can

implement laws concerning tax payments on individual consumers on the Internet by using the

G2C model. Consumer-to-Government (C2G) model in this model, an individual consumer

work together and deals directly with the government. For example, a house tax can be paid

directly to the government on internet. Government-to-Business (G2B) model in it transactions

is done between a government and business organizations. For example, in order to make fly

over, the government will contact to different business organization and requests for tenders.

Business-to-Government (B2G) model in this model, the business houses perform with the

government over the Internet. Like other individual consumer, business houses can also pay their

taxes on the Internet transactions.

Research Aims and objective

The main purpose of this study is to analyze the process of adopting E-government in Saudi

Arabia. We need to identify the changes in the process of adoption. Access the impact of E-

Government on the government and what changes does it bring? This study will focus on the

factors/barriers due to which people hesitate to adopt it. This thesis aims to study how e-

Government can be practicable and used to enhance the government performance and actions

within the country. At the end of the thesis, readers should be able to understand and found
knowledge about how e-Government progress in KSA, what are the obstacles of implementing

and improving e-Government in KSA, how ICT is enhancing implementing and developing e-

Government in KSA, and also what would be the future achievements toward implementing and

developing e- Government in KSA.

Research Questions

1): What is the progress of e-Government in Saudi Arabia?

2): How Information and Communication Technology (ICT) increased the improvement of e-

Government in Saudi Arabia?

3): What are the obstacles of implementing and developing e- Government in KSA?

4): What would be the near future achievements toward implementing and developing E-

Government in KSA?

Deliverables

To produce reports showing how change in government and non-government parastatal

can be managed effectively when adopting e-government initiatives.

To produce documents detailing the impacts of adopting ICT on organisational

behaviours, culture and structure in government and non-governmental organisations.

To prepare reports outlining the drivers and barriers of adopting ICT for e-governance in

KSA.

To prepare reports identifying the critical factors affecting user acceptance in government

and non-governmental organisations.

Motivations to study

The author being a postgraduate student has profound interest for ICT for development and

change. This has long seen the reason why his knowledge is centred in this area. Asides this the

knowledge gain in his postgraduate modules has also contributed to the reason this research area

has been chosen for study.

Change management in organisation is a common phenomenon especially when ICT is

introduced (Scholl 2003). The introduction of ICT changes virtually all the process of the

organisation be it public (Government) or private (non-government) from its structure through

the culture to the behaviour of the organisation.

The effect of these changes in the government sector has come to the interest of the author. He

hails from a country where the monarchist type of government is operated and out of keen

research development and keen interest, the author aims to study the effect of change in this type

of government.
LITERATURE REVIEW

Definition of E-government

The terms e-government and Information and Communication Technology (ICT) are interlinked.

ICT delivers services to its citizens. However, a continuous debate lingers on the correct use the

two terms.

E-governance can be labeled as “the use of emerging information and communication

technologies to facilitate the processes of government and public administration”( Drucker,

2001) E-government can be defined as “the use of information technology to support

government operations, engage citizens, and provide government services” [Wind,j 1996]. In e-

governance perspective definition centers on the use of ICT to support in the administration or

management of government, in terms of the e-government definition focuses on the use of ICT to

provide support of government operations.

While discussing about the number of possible benefits and downsides of adopting e-

government, Heeks describes how ICT supported managerial reforms. It includes improving

effectiveness and efficiency of personnel management, parts procurement, accounting,

healthcare, and claiming unemployment benefits. According to (Salazar, Ranerup, Benjamin and

West) ICT is supporting more effective state and local government. They further point out

more benefits can be achieved but managerial and technical difficulties block them, and

inadequate attention to the communities’ information needs. Kaboolian and Silcock state that

after realization of ICT support towards improved administration, will be attained only if

standard reform models are set globally. Bellamy and Taylor argue that ITC is should be
strengthened instead of changing fixed information and communication capabilities in

governance institutions.

Assessment E-government

E-government is emerging trend and its projects are still found to be in a promising stage.

Therefore, tangible and intangible benefits cannot be fully determined. Moreover, to assess the

success of the project is not easy.

In E-government, there are three kinds of situations that require evaluation. One is the

evaluating e-environment; second is evaluating the performance of an e-government

programme or project; and third is the overall influence of e-government on general

government functioning, economic development and citizen servicing. Evaluation requires

three type of approaches

• E-readiness estimation of states or region

• Hierarchy of actions taken by the e-government programme or project

• Overall impression of e-government

Current practices of assessments can be seen in three directions:

Assessing e-Business Readiness (The Economist Intelligence Unit (EIU)’s e-business readiness

rankings): in e-business era EIU’s ranking is a guide that is used for assessing standards in

world’s main markets. Perhaps the first time since the technology came into being, world is

feeling comfort by using the digital skin. Information and communications technology (ICT) is

increasing again with some good spirits it has enabled countries’ and organizations’ access

successful to voice and data communications. Broadband internet access is a foundation to reach

significant mass in several countries and is emerging as a channel for other improvements in the
digital economy. The 2005 edition of the Economist Intelligence Unit’s e-readiness rankings,

produced in co-operation with IBM’s Institute for Business Value, reveals the mounting

importance of broadband to a country’s digital development. Assessing e-Government (assesses

the internet, democracy, and service delivery by state and federal governments): This is a study

by Professor Darrell M. West of Brown University. His team estimated government web sites

having two dozen criteria, including disability access, subsistence of publications and data bases,

presence of privacy and security policies, contact information, and the number of online services.

The 2006 study reviewed 1,782 government web sites in 198 countries. Different sites were

evaluated, including executive, legislative and judicial offices as well as such departments and

ministries of the government as health, education, foreign affairs, interior, finance, natural

resources, foreign investment, transportation, military, tourism.

“Assessing e-readiness (the ability for a nation/ region to benefit from Information and

Communications Technology (ICT) [taken from Comparison of E-Readiness Assessment

Models, Final draft, v. 2.13, 14 March 2001 (http://www.bridges.org/ereadiness/report.html). It

is crystal clear that to put ICT to effective use for any country , it must be ‘e-ready’ in terms of

infrastructure, the ease of access of ICT to the population at large, and the effect of the legal and

regulatory framework on ICT use. For Developing country e-readiness, assessment can be used

to help measure and plan for ICT incorporation.

(http://www.bridges.org/ereadiness/index.html)telecommunication.By evaluating the

abovementioned features and others including PDA access, user fees.

Cost benefit breakdown

To measure the benefit/cost ratio for e-government is not simple to count, as the outcomes and

benefits are not just in terms of financial terms. To identify and measuring social value is a

particular problem for companies. 67% agencies expected some financial benefit to the agency,

but t is not the only objective of an agency. People have acknowledged usefulness of e-

government as it not only is a source of information but also helps online complex multi-agency

transactions and data integration. E-government’s Increase products and service maturity are two

main features to improve benefit/cost ratio. People look forward to interact with government in a

way that makes agency borders obvious and incorporated, with cross agency data more readily

available. Their privacy and security needs to be secured. Citizen-centric e-government systems

should derive maximum value. Multi-agency cooperation must extend across all tiers of

government for citizen-centric e-government, as well as some private partners.

There have been some practical problems that are to be considered necessarily in assessment

studies, because they represent issues that need to be overlooked by those who conduct

assessment at agency, country or international level. One of the important tasks that is associated

with the conduction of the potential costs and benefits of additional organizational adjustments

that have to be put into operation along with the direct development of e-government basics. This

is an important and a very basic step that should be conducted in both individual and aggregate

or comparative assessments of e-government. E-government initiatives often involve

cooperation, coordination and collaboration across service or agency boundaries. This is

frequently accompanied by organizational rehabilitation or business process and IT systems

reengineering. The most difficult process is to lay down the allocation of the potential costs and

benefits of such basics provided to either government or the local users.

Benchmarking

The most suitable way of understanding the costs, benefits and the beneficiaries of e-government

can provide a better platform for the policy makers and management to establish e-government

more productive and efficient. Benchmarking studies of e-government are regularly surveyed by

the private sector organizations such as IBM, the Economist Intelligence Unit, Accenture and

others. However, these are frequently little more than “bean counting” exercises that measure the

number of services provided on line. These benchmarking studies are restricted for two main

purposes. The First and the most important is that their centre of attention is on the visible

interface between the government and the local people regardless of the complex and most

important back office aspects of e-government.

Secondly, there is no accountability on the costs of the e-government. Achieving the greatest

cost savings requires a cost effective e-government strategy. it is not possible for every country

to provide cost effective online services in all cases. It is only possible when all the users want to

use the e-government services. Thirdly, these studies fail to analyze different national

constitutional, legal, political, economic and administrative contexts that influence how, where

and when countries implement e-government objectives. Last but not the least, the current

studies points out supply of services and ignore the service demand. They are yield rather than

outcome-oriented, countries don’t get agreed with their methodologies and their performance is

measured on the foundation of only a small number of elements of their e-government programs

(OECD, 2003).
Change management

Change Management is a process, which shapes structured approach to form current state to a

desired future state. It contains of changes beginning with visualization, opening of skills, adding

incentives and resources and designing an action plan. The purpose is to bring positive results to

change individuals, teams, and organizations

Change management is a well-explored aspect of management, with studies encircling both

public and private sector organizations [14-17]. Studies on change management include

flexibility, adaptability, novelty and openness to change [4, 18]. success Change management

has been linked to Change management in many organizations, as the organization adjusts

according to changing business requirements in a competitive marketplace. Competition is a

powerful force at the back in business. Some individual hold change and use it to act as a

competitive leader. Others refuse to accept change, and only keep it when necessary. Change is

occurred in the commitment, some change occurs on the superficial level while some is hidden in

the depth .Senior leadership always forward looks forward . changing vision and adaptability

make deep change in an organization. Lots of time and energy are consumed in this activity,

because they need to be used on the base of their value in the competitive world. If companies do

not accept change according to the changing condition of the world, an imbalance occurs.

Performance of the companies may gets discontinue. Hurricane Katrina, 9/11, bird flu, these are

examples of external triggers that drive change through an organization. The crises brought

change in some organizations, but this isn’t because of the this push . the reaction came because

of the failure of leadership to keep balance with the changing environment. Leadership suffers

which focus on power and is not focused on achieving uniformity with the changing
environment. Competition is won by a government is not lacking in some features. Competition

is proved source of performance .When a firm is changed due to competition, it gets competitive

advantage on all competitors who are forced to recognize the change and make suitable

competitive responses. E-trade, Charles Schwab, Ameritrade and other brokerage firms are tied

up by a continual battle for customers, who want change and quality. Change of whole

marketplace keeps the high management vibrant. A government, which lacks in competitiveness,

makes governmental operations slows, and it shows government being less responsive towards

change.

Organizational Behavior

Modern technologies stipulate a novel way of thinking about service and business process

design, latest ways of working, the development of new skills, the application of traditional skills

more effectively and a more flexible approach to working patterns and practices. According to

Robbins (1998) Structural inactivity (built-in mechanisms) is a huge obstruction to any change

process. Another barrier is people’s resistance to any change. such employee-oriented Human

Resource policies should be made that would enable the organization to organize employees for

change and also help them understand rather than adsorb the changed systems.

cultural barriers comprised of values, beliefs, mindset, practices and customs of people, who

become hindrance to accept new challenges. “Cultural barriers affect employee level, officers’

level and political level” (Sharma and Palvia, 2004). Culture should be rich and adaptable that

promotes values such as team work, empowerment, trust, and sharing which is opposed to

closed, rigid and mechanistic bureaucratic structure of the government organizations.

 ‘organization which is transitioning into ‘e-organization’ affects organization structure and

management styles because power and control have to be re-distributed. It also changes the

direction of the organization. An e-organization will focus on the following aspects

(www.fareham.gov.uk):

Understand customer needs and present them new ideas supervise customer

relationships;

restructure processes;

converse better;

classify information;

work more flexibly;

Make better decisions.

coordinate activities better

Organizational culture

Change organizational infrastructure for e-government can be implemented only if change is

brought lies in internal government employee culture or the “way that things are done around

here.” since the last decade the concept of “reinventing government” has been in the front

position of governments in the US, Canada, tens of European nations, and many developing

countries. In according to Osburne and Gaebler (1992)) “Creating a government that works

better and costs less: report of the National Performance Review “ publication. Osburne and

Gaebler’s (1992) main themes for reshaping venting government lay in focus of citizen,

privatization of bloated public services, and the reinstatement of the politics/administration

dichotomy.
History shows that politics and bureaucratic administration go side by side. Problems are created

due to inconsistency in the policy for e-government across political parties, and employee

accountability to political leadership. On the other hand, E-government has many benefits related

to the efficiencies. Where politics does not influence government business processes, e enabling

is perhaps simplest. When citizen demands for service provision, responsibility of civil servants

increases to keep balance in the diverse needs of citizen demands through fair allocation

decisions, political leadership, and public law. Such balancecan lessen a few of the concerns of

critics of reinvention such as Kellough (1998), and Kearney and Hays (1998), explain that when

government is determined by themes such as privatization, it gets weak in terms of its the goals

and values (e.g. equity, neutral competence, professionalism). The supervision that government

implements to handle privatization of public services, or partnership with the public sector to

organize e-services, require further human infrastructure in terms of skill sets and also additional

legislative and managerial infrastructure. employees need contract, project, and program

management skills .

Organizational Structure

Organization change means transformation in an organization in terms of improving the

business practices and process. Moreover, it requires making changes to business practices and

enhance the business process, making the organization function more efficiently (Sungmin

Kamg, B.S.2001). There are various studies considering the affect of information technology

introduction on the organizations. Hammer and Champy (1993) considered “IT as the key

enabler of BPR”. O’HARA (1999) stated, “all new information technologies bring changes in

organizations and the degree of change varies depending on the capability of technology
introduced and goals for the technology use”. “E-government needs the introduction and use of

information and communication technology which manipulates the organizational structure and

work process”. (Mehrzad(Matt)

Internet usages are necessary but not sufficient antecedents of E-government performance

Poostchi,B.C.S., B.COMM.(Hon.) 2002). Usage of internet must be according to the

organizational change so that e-government success should be obtained. E-government brings

change in the structure of organization and its business processes. Experiences of different

organization are different like they have to make changes for conducting e-government,

structures are getting flatter and e-government causes new changes in the organization. Similarly,

business process change can be directed as the following items: (1) most of the business

processes enabling e-government are automated; (2) most of the business processes enabling e-

government are reengineered; (3) most of the business processes enabling e-government are

transformed.

ICT and Development

Today’s world is known as being “networked” due to the advancement of Information and

Communication Technologies (ICTs). Non-governmental actor’s involvement into policy-

making, either they are provide consultancy or developing new participatory approaches, they

are provided help by the use of ICTs.

In order to understand the relationship between ICT and development, we need to understand

first what we actually mean by ICT. In technical term, ICT has become a fashionable short form

used for the Internet and telecommunications ‘revolution’. it is described an electronic means of

capturing, processing, storing and disseminating information.

To communicate on a global scale is possible due to ICT but at the same time, it has created

challenges to new dimensions in pursuing national, regional and local development. Economic

and social impacts are considered necessary for administration users and the citizens.

sometimes between global and local levels of policy and socio-economic intervention creates

tension because regulatory framework is not defined clearly. Traditional “Nation state’s” role

becoming less effective and is not capable to confront the pressure of the change sprouting from

new societal needs, and evolving technological landscape. The State, is trailing its certainties,

and the boundaries between the Governments. In the wide sense, private sector and the citizens,

who create communities themselves, are becoming less. The private sector may play significant

role in ICT development but it remains doubtful about the profitability of ICT investment in less-

developed countries. If ICT is required for the benefit of developing countries, then more

progressive and innovative policies and a determined leadership are required. The Information

and Communications Technology (ICT) has gained popularity in human development by

practitioners, policy makers, government and civil society. Their interest is developed in recent

years due to the growing usage of the Internet, convergence in IT and telecommunications

technologies and increasing globalization.

ICT and Uncertainty

Every project has certain limits in terms of time, cost, scope and identify demands for quality.

Projects are difficult attempts and difficult to plan. In every project, there are some constraints

that customer or the project team recognize at an early stage or during planning. (Perminova et

al. 2008). Another study of Asllani & Ettkin (2007, pp. 32-33) explain that conventional

techniques of project management are insufficient to observe project uncertainty. The only way

to minimize the risk and uncertainty in project is to have better knowledge about the system and
the project. The authors stress upon the importance of making a difference between risk and

uncertainty. According to them, “risk is a condition that has an effect on the project outcome”,

whereas “uncertainty is defined as the absence of information about a given risk factor, which in

turn leads to the inability to accurately predict the outcome of a given system”.

ICT and success factors

There are three general success factors in ICT projects that are introduced. These success factors

make it possible to run an ICT project and are make it possible to run an ICT project considered

pre-requisites. three different studies present the findings in order to gain a picture what are

distinguish to be the most important pieces behind success. Kuruppuarachchi et al. (2001) has

described a list of success factors in ICT projects. The list is as follows:

Project mission (clarity of goals and direction)

Top management support

Project schedule/plan

Client consultation

Personnel

Technical tasks

Client acceptance

Monitoring and feedback

Communication

Troubleshooting (ability to solve problems)

Milis & Mercken (2002) have also characterized success factors for ICT projects. The

List includes the following factors:

Good selection and justification

The project definition

The project plan

Management involvement and support

The project team

Change management

Proper project resources

Managing relationships

Usability

Persistent research and development in the field of ICT improved competencies for people by

giving power to the user. However, users can only be authorized if they fully aware how to

operate or handle ICT devices and services according to their likings. Since the configuration of

new products according to the necessity of customers increases the chance of market success

(Lüthje 2003), companies all over the world are working on idea of market segmentations.

There should be relevancy of market segmentations because they are considered to be an

important means for marketing activities .in it main focus is on communication and sales

activities, but above all on product development. Empirical studies demonstrate that innovations

can be successful only if they can be observed in companies by targeting customer needs and

preferences(Lüthje 2003). Implementation of innovations can be useful only if unsolved

problems from the customer’s point of view should be understood, that are often not even

recognized before. (Pleschak/Sabisch 1996). There are many approaches on segmentation that
are in the use but there is no right or wrong approach because each one target different aspects of

the customer's perception.

The purpose is to identify specific usability needs of users that indicate how customers interact

with ICT-products and services while focusing on usability and the mode interfaces should be

designed for them. We should target the existing market instead of choosing new market

because existing market had already better understood customers need.

Portal and Web service

The flow of information has increased in recent years and it has risen to the issue of managing

the vast amount of information in a organized manner. In order to have easier access and

comprehension, a web-portal provides a suitable means to publish information in an efficient

manner. Data and information are created, edited and retrieved by using it. Web portal system

play as a central role of information and knowledge on technology and business, shaped for the

Information and Communications Technology (ICT) industry. ICT professionals can not only

access and share information but to collaborate due to this portal that is why it is called one stop

centre. open source software (OSS) was used in the preparation of portal; an existing open source

content management system was recognized and chosen, to which we added custom-built

modules. the need for creation of an ICT portal is severely felt . The benefits of using web

portals and its services were weighted thus exchange portal developed by open source software.

A web portal is a tool to make information in one location in a planned manner for distribution.

All search engines, email, maps, forums, chat, shopping, news, and options for customization are

included in web portal services. Web portals took few years to be evolved to cover a broad range
of competencies such as web content management, document management, records

management, etc. “Portal technology allows content to be broken into more granular and

reusable components, thus giving structure to unstructured content” [Goldman, 2004].

Portal Security

World if internet is not safe. Once you are on the internet , you are available to everyonce. 1 As

information and communications technology (ICT) has become strong pillar of economies and

they have become more dependent on it, they are becoming more exposed to network attacks

(e.g., threats to the Internet, as well as other private and public networks). The most grave cyber

security hazards are those that make threats to the functioning of critical information

infrastructures,2 like as those dedicated to financial services, 3 systems that control power, gas,

drinking water, and other utilities; controlling systems airport and air traffic control; logistics

systems; and government services.4

1

1
1 This paper and the larger study on which it is based, “International Policy Framework for Protecting Critical
Information Infrastructure: A Discussion Paper Outlining Key Policy Issues” (Delft, The Netherlands: TNO
Information and Communication Technology, 2005, available online at http://cds-1.dartmouth.edu/tiki [accessed
July 2006]) were made possible by a learning and sharing grant from the Dutch Trust Fund of the Global
Information and Communication Technologies Department and from funds from the Legal Department of the World
Bank through LEGPS. The authors included Robert Bruce (Center for Digital Strategies, Tuck School of Business at
Dartmouth), Scott Dynes (Center for Digital Strategies Tuck School of Business at Dartmouth), Hans Brechbuhl
(Center for Digital Strategies, Tuck School of Business at Dartmouth), Bill Brown (Institute for Security
Technology Studies, Dartmouth College), Eric Goetz (Institute for Information Infrastructure Protection, Dartmouth
College), Pascal Verhoest (TNO Information and Communication Technology), Eric Luiijf (TNO Defense, Security
and Safety), and Sandra Helmus (TNO Information and Communication Technology). Robert Schware of the World
Bank’s Global ICT Department managed the project (rschware@worldbank.org).
2 See the definition of critical infrastructures in European Union, “Critical Infrastructure Protection in the Fight
against Terrorism,” COM(2004) 702 Final, Communication from the Commission to the Council and the European
Parliament, European Union, Brussels, 2004.
3 For information on how the financial services sector looks at cyber threats, see the website of BITS, a financial
service industry consortium, http://www.bitsinfo.org (accessed July 2006).
4 The U.S. National Infrastructure Advisory Council (NIAC) identifies eight such critical infrastructures: power,
water, transportation, communications, financial, manufacturing, emergency services (fire, police, 911), and health
care. For background information on NIAC, see the website of the U.S. Department of Homeland Security,
http://www.dhs.gov/dhspublic/interapp/editorial/editorial_0353.xml (accessed July 2006).
a secure hosting environment is due to Secure Portal , that provides you access to the data

according to users need. Various security techniques are employed to defend the network and

creates a safe connection (SSL) between workplace PCs. It can give path to any internal web

content that cannot be obtained from external sources. The Secure Portal server is used between

the Internet and the workplace servers creating extra stratum of security that is not normally

available. Its powerful proxy engine means external clients hardly talk to Secure Portal. Due to

the secure proxy settings, the web content you want is available in safe mode without the worry

of access to anything else.

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