E-Government in Cambridgeshire (A)

Published 01 Jan 2004
Reference 5175
Topic Operations
Region Europe
Summary

CCC has recently finished an implementation of finance and HR IT, and is now working on two IT fronts: a) more back office IT implementations, such as payroll; b) a shift of focus to the citizen-facing IT for e-government in collaboration with other government organizations in the county. What lessons can CCC draw from its past experience? What are the key issues it faces ahead and how can they handle them?

Teaching objectives

The case recounts the successful in-house implementation of an ERP system at Cambridgeshire County Council (CCC). It discusses the key implementation steps for this back office IT, and draws some success factors and best practices. Key managerial issues arising during large IT implementations within an organization are discussed. Case B then focuses on IT that spans the organizational boundaries of CCC: this implementation requires the coordination of many government organizations. The case recounts the steps CCC is taking towards implementing a citizen-facing call center and portal in collaboration with many other organizations in the county. The case can be used in MBA or Executive Education classes to discuss some or all of the following issues: - Managerial issues during large IT implementations. - An example of how a local government tries to reach the e-government targets set by the central government. - Managerial issues during implementing IT that spans organizational boundaries and requires the coordination of many independent (and often competing) organizations.

Keywords
  • IT Implementation
  • Technological Change
  • E-Government
  • IT Strategy
  • ERP Re-engineering
  • Information Technology
  • Interorganizational IT