Implementing e-Services in Spanish Regional Government: A Case Study

  • Maria del Mar Gálvez-RodríguezEmail author
  • Carmen Caba-Pérez
  • Antonio López-Hernández
Part of the Public Administration and Information Technology book series (PAIT, volume 3)


The chapter examines and discusses the approach taken by a regional government to implement e-government as a means of providing e-services, thus enhancing accountability and performance management Specifically, the purpose of this chapter is to acquire a fundamental understanding of how e-services are adopted within regional governments in Spain and to determine precisely which factors have most impact on their adoption. Furthermore, we identify critical success factors (CSF) for innovation and the adoption of e-services in Andalusia, the most populated region of Spain. Our analysis of this case study identifies nine CSFs in the adoption of e-services in Andalusia.


Regional governments e-Service Strategic Implementation Critical success factors 



The research reported in this chapter has been supported by the Andalusia Regional Government thought the excellence project “Improving the management, transparency and participation in Local Governments thought the Web 1.0 and Web 2.0” (P10-SEJ-06628).


  1. Åkesson, M., & Edvardsson, B. (2008). Effects of e-government on service design as perceived by employees. Managing Service Quality, 18(5), 457–478.CrossRefGoogle Scholar
  2. Abuali, A., Alawneh, A., & Mohammad, H. (2010). Factors and rules effecting in e-government. European Journal of Scientific Research, 39(2), 169–175.Google Scholar
  3. Andalucia compromiso digital (2013). Abierta la convocatoria de cursos gratuitos de teleformación en internet, nuevas tecnologías y Sociedad de la Información Retrieved from
  4. Angelopoulos, S., Papadopoulos, T., & Kitsios, F. (2009). Services innovation in e-government: a road map for a critical success factor approach. European and Mediterranean Conference on Information Systems 2009. Retrieved from
  5. Araya, R., & Porrúa, M. (2004). América Latina Puntogob. Casos y tendencias en gobierno electrónico. Chile: Coedición FLACSO – AICD OEA. Retrieved from
  6. Capgemini Consulting. (2012). Estudio Comparativo 2011 de los Servicios Públicos online en las Comunidades Autónomas Resultados. Retrieved from
  7. Carter, L., & Belanger, F. (2005). The utilization of e-government services: Citizen trust, innovation and acceptance factors. Information Systems Journal, 15, 5–25.CrossRefGoogle Scholar
  8. Cobeña Fernández, J. A. (2010). Aportación de la Consejería de Hacienda y Administración Pública a los tiempos de crisis. Google Scholar
  9. Cobeña Fernández, J. A. (2011). Gobierno electrónico: un nuevo paradigma en la Administración de la Junta de Andalucía.Google Scholar
  10. Dinsdale, G., Chhabra, S., & Rath-Wilson, J. (2002). Guía práctica para el gobierno electrónico: Cuestiones, impactos y percepciones. Centro Canadiense de la Gestión - Banco Interamericano de Desarrollo.Google Scholar
  11. Edmiston, K. D. (2003). State and local egovernment: Prospects and challenges. American Review of Public Administration, 33(1), 20–45.CrossRefGoogle Scholar
  12. G-7 (1997). Government Strategies and the New Information Technologies. Retrieved from
  13. Gil-García, R. J., & Pardo, T. A. (2005). E-government success factors: Mapping practical tools to theoretical foundations. Government Information Quarterly, 22, 187–216.CrossRefGoogle Scholar
  14. Gonzalez, R., Gasco, J., & Llopis, J. (2007). E-government success: Some principles from a Spanish case study. Industrial Management & Data Systems, 107(6), 845–861.CrossRefGoogle Scholar
  15. Hassan, H. S., Shehab, E., & Peppard, J. (2011). Recent advances in e-service in the public sector: State-of-the-art and future trends. Business Process Management Journal, 17(3), 526–545.CrossRefGoogle Scholar
  16. ICT PSP Management Committee. (2011). Competitiveness and Innovation framework programme ICT policy support programme. Retrieved from
  17. James, Y. (2003). E-Government in Asia: Enabling Public Service Innovation in the 21st Century. Times Edition.Google Scholar
  18. Juana-Espinosa, S., Claver-Cortés, E., & Tarí, J. J. (2012). Barriers and facilitators to eGovernment in Spanish municipalities: A study before and after the recession. Paper presented at 12th European Conference on e-Government, ECEG 2012.Google Scholar
  19. Kamal, M. M. (2006). IT innovation adoption in the government sector: identifying the critical success factors. Journal of Enterprise Information Management, 19(2), 192–222.CrossRefGoogle Scholar
  20. Lindgrena, I., & Janssonb, G. (2013). Electronic services in the public sector: A conceptual framework. Government Information Quarterly, 30(2), 163–172.CrossRefGoogle Scholar
  21. Ministerio para las Administraciones Públicas (MAP). (2007). Ley de acceso electrónico de los ciudadanos a los servicios públicos. Plan de actuación. Madrid: Ministerio para las Administraciones Públicas.Google Scholar
  22. Mishra, A., & Mishra, D. (2011). E-government—exploring the different dimensions of challenges, implementation, and success factors. The DATA BASE for Advances in Information Systems, 42(4), 23–37.CrossRefGoogle Scholar
  23. Moon, J., & Norris, D. (2005). Does managerial orientation matter? The adoption of reinventing government and e-government at the municipal level. Information Systems Journal, 15, 43–60.CrossRefGoogle Scholar
  24. Organization for Economic Co-operation and Development (OCDE). (1998). Information Technology as an instrument of Public Management Reform. Ministerio para las Administraciones Públicas. Madrid.Google Scholar
  25. Pérez González-Toruño, P. (2004). El modelo de Administración Electrónica de la Junta de Andalucía. Anuario multidisciplinar para la modernización de las Administraciones Públicas, 9–19.Google Scholar
  26. Rogers, E.M. (1995). Diffusions of Innovations (4th ed.). New York: Free Press.Google Scholar
  27. Shackleton, P., Fisher, J., & Dawson, L. (2004). E-government services: one local government’s approach. In H. Linger et al. (Eds.), Constructing the Infrastructure for the Knowledge Economy: Methods and Tools. Theory and Practice (pp. 581–592). Melbourne, VIC, Australia: Kluwer Academic/Plenum Publishers.Google Scholar
  28. Sin, C.Y. (2007). Foundation of Effective E-Government: The Singapore Experience. Harvard University: Belfer Center for Science and International Affairs (BCSIA), John F. Kennedy School of Government.Google Scholar
  29. United Nations. (2013). E-government development database. Retrieved from
  30. World Bank (2013). Definition of E-Government. Retrieved from

Copyright information

© Springer Science+Business Media New York 2014

Authors and Affiliations

  • Maria del Mar Gálvez-Rodríguez
    • 1
    Email author
  • Carmen Caba-Pérez
    • 1
  • Antonio López-Hernández
    • 2
  1. 1.Department of Economic and BusinessUniversity of AlmeriaAlmeríaSpain
  2. 2.Department of Finance and AccountingFaculty of Business Economics, University of GranadaGranadaSpain

Personalised recommendations