Exploring the Development and Evaluation of the Success of Electronic Document Management System: From the Perspective of the Second-Level Agencies of Executive Yuan
Date Issued
2015
Date
2015
Author(s)
Hung, Shu-Chen
Abstract
The automatic system has been widely used as an operational management tool in public agencies, particularly with the modern ICT technology. The Electronic Document Management System (EDMS) is the most noticeable example of the electronic systems to manage official documents and archives. The EDMS is also considered a core system in the government to manage e-official documents and is frequently used for the administrative management purposes on the daily basis. To build a high-quality EDMS, the organizational capacity, manpower, funding, software and hardware resources are needed. High involvement and cooperation of all stakeholders are required, namely IT staff, the persons in charge of the document processing, archives management and daily business in the agency. This study focuses on two research questions: First, from the user’s perspective, how do government agencies evaluate the success of EDMS? Second, what are the determinants to influence the success of EDMS? First of all, according to DeLone & McLean’s (2003) Updated Information System Success Model, system quality, information quality, and service quality are the three constructs adopted in this research to analyze the EDMS used by the civil servants in second-level agencies of Executive Yuan. Second, this study investigates the determinants leading to a successful EDMS, including tasks, users (people), projects and organizations, as shown in the study of Petter et al. (2013). In terms of research method, semi-structured interviews are carried out to obtain users’ feedback and opinions of using EDMS. In this study, 16 government officials were interviewed. The interviewees possess respective experiences in charge of information technology, document processing, archives management and operations. In this research, three constructs, system quality, information quality and service quality, are identified to evaluate the effectiveness of EDMS. In their evaluation, interviewees opined that stability, flexibility, functionality, responsiveness, safety and usability are the indicators of system quality; correctness, completeness and consistency are the indicators of information quality; lastly, reliability, responsiveness, profession and empathy are the indicators of service quality. In addition, the research results show that task compatibility and task difficulty are the determinants in the category of task; attitude toward technology, attitudes toward change, self-efficacy, technology experience and organizational role are the determinants in the category of users (people); user involvement, interrelationship with developers, domain expert knowledge and project management are the determinants in the category of project; Top-level leadership support, management processes and information technology infrastructure are the determinants in the category of organization. Furthermore, this study also engages in analyzing how the interviewees working in different functional departments view the aforementioned indicators and determinants differently. It is also identified that project management in the category of project and management processes in the category of organization are the two critical determinants to influence the success of EDMS during the government reform of Executive Yuan.
Subjects
e-government
electronic document management system
information system success
Leavitt diamond model
government reform
Type
thesis
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