Challenges of backsourcing of e-government services: A case study

Abstract

Many government agencies have had to resort to outsourcing because of the lack of advanced information and communication technology (ICT) expertise and skills. Technology diffusion and the training of staff for high-end customized systems require outsourcing vendors to be on hand most times as detailed in the contract. Once the contract ends, agency staffs are left on their own to man the system and ensure the return on investment. Limited literature and the paucity of similar projects has resulted in this study, thus, the purpose of this research is to identify the backsourcing challenges faced by government agencies after the termination of the outsourcing contract. A cross-sectional approach with triangulation was designed for data gathering and analysis in answering the research questions. A two-phase non-probability sampling ensured the scope and right data collection technique. The preliminary findings from interviews showed that government agencies are not ready for back-sourcing and the customized system implemented will not be fully utilized. Details on the challenges faced by the agency will be elucidated in the paper, however, it is recommended that the gradual relinquishing of the ownership be done a year before the contract ends. Planning and monitoring of the project is mandatory for the success in efficient knowledge transfer and effective usage of the system.