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Even though digitisation efforts within the public sector began over two decades ago, organisations are still struggling to implement e-government services, and most initiatives end in failures. As e-government services have evolved and become more comprehensive, the challenges of implementing them have become more extensive as well. The aim of this paper is to give an overview of the e-government literature and identify digitisation success factors at different stages of e-government maturity using Lee's synthesised e-government development model (2010). Six categories of success factors were identified across all maturity levels, including external environment, organisation, management, employees, citizens and technology. Low level success factors were identified within the organisation and technology categories, whereas high level success factors also were found within the management category. Future research focusing on the distinction between low and high level success factors is needed to help practitioners modify their plans and make the right decisions when digitising government services at different levels of e-government maturity.
Müller et al. (Thu,) studied this question.