Value generation in e-government from service-based IT integration

Purpose – Understanding how value is actually generated in e-government projects is one of the most challenging, and relevant, issues in e-government research. This paper aims to investigate the contribution of service-based information technology (IT) integration for generating value in the public sector, proposing a theoretical framework based on the theory of IT conversion effectiveness. Design/methodology/approach – The paper illustrates this novel approach to electronic government evaluation with an exploratory case study of a service-based IT integration project developed by the City of Genoa, showing how and why IT integration can substantially contribute to value generation in the public sector. Findings – Contrarily to what one would expect according to the original theory of IT conversion effectiveness, value generation may happen even with no substantial growth in the pre-existing IT asset portfolio. In fact, what is truly important is not only the availability of IT assets (policy output), but also their proper use (policy outcome) and their final effects on policy takers (policy impact). The case study shows how a low-cost and small IT integration project based on agile information system development practices can significantly leverage the legacy systems, enhancing the overall degree of IT conversion effectiveness (first stage), with expected positive effects on policy outcomes (second stage) and policy impacts (third stage). The enabling effect of the web services technology has a central role in the overall value generation process. Originality/value – While addressing a literature void in the context of public sector, this theoretical approach is substantial as it can be used to evaluate and maximize the value generated by e-government projects, with a special focus on service-based IT integration projects