Understanding the role of service integration in e-government implementation in Jordan

The general aim of this study is understanding the role of service integration in egovernment implementation in Jordan as a developing country. Mixed method approach was selected to achieve this aim through construction and validation of the proposed research model using semi-structured interviews as a qualitative research method and questionnaires as a quantitative research method. The main contribution of this study is developing a model towards understanding the role of service integration in e-government implementation in Jordan. This model is based on studying and analysing the critical factors affecting e-government service integration from the perspectives of providers and users of e-government services. Those factors are divided into managerial, cultural, social, political, legal, technological, and economic factors. The construction of our model took into consideration the overall objectives, benefits and challenges of e-government mentioned in the literature, as well as an original contribution regarding the evaluation of current situation of service integration in Jordan. This is a significant addition to the literature which is lacking empirical investigation considering service integration in general, and within the context of Jordan in particular. In this study, the analysis process is done using Statistical Package for the Social Sciences (SPSS) to examine the attitudes of respondents towards the role of service integration and the critical factors affecting that role, in addition to the other statistical analysis such as analysis of Means, Medians, Standard deviation, Chai squared and Mann Whitney U test. Investigating the attitude of respondents revealed an agreement between providers and users of e-government services regarding the critical factors affecting the role of service integration in e-government implementation in Jordan. They see neutral impacts of current situation, legal and technological factors on the role of service integration in e-government implementation in Jordan. However, they agree that managerial, social, and political factors have significant impacts while cultural and economic factors have insignificant impacts on the role of service integration in egovernment implementation in Jordan. Based on the results of the analysis, this study suggests a set of recommendations in order to reach the highest level of e-government maturity in Jordan, namely the e-government service integration.