Toward Value Creation in e-Governance Through Digitalization – An Industry-Based Approach

Digitalization as trend had matured considerably in the recent years and changed customer expectations in industry as well as end-user environments. The citizens and (state) governance relation is not exempt from this trend. While the importance of digitalization remains in the forefront of the attention, management takes more conscious decisions on digitalization initiatives. In the emergence of changing, break-through and disruptive business models, organizations are challenged in their self-definition and are forced to reflect on their legacy operating model. Information Technology (IT) departments may become the engines of the current sentiment if they master the transformation of their role and position in the Organizational Development efforts. In order to achieve this, Information Technology Leaders need to manage between multiple disrupting fronts: develop understanding and create a coalition for integrated organizational development, while needing to transform their department to meet today’s challenges, at times when technology solutions are becoming “everyone’s” business in the organizations. The key success factor is the right approach to leveraging on opportunities opened by new digital means as well as managing the demand from, and the implied human side impact on, their customer: the (governance) organization. This practitioner paper offers a response by reflecting on relevant models describing an integrated approach and validates certain assumptions based on the experience of a pilot implementation of the Integrated Change Management model.