[1. Bakunzibake, P., Grönlund, Å., Klein, G.O. (2016), “E-Government Implementation in Developing Countries: Enterprise Content Management in Rwanda”, in 15th IFIP Electronic Government (EGOV) / 8th Electronic Participation (ePart) Conference, Guimaraes, Portugal, IOS Press, pp. 251-259.]Search in Google Scholar
[2. Benbasat, I., Goldstein, D. K., Mead, M. (1987), “The Case Research Strategy in Studies of Information Systems”, MIS Quarterly, Vol. 11, No. 3, pp. 369-386.10.2307/248684]Search in Google Scholar
[3. Bititci, U. S., Muir, D. (1997), “Business Process Definition: A Bottom-Up Approach”, International Journal of Operations and Production Management, Vol. 17, No. 4, pp. 365-374.10.1108/01443579710159950]Search in Google Scholar
[4. Blair, E. (2015), “A reflexive exploration of two qualitative data coding techniques”, Journal of Methods and Measurement in the Social Sciences, Vol. 6, No.1, pp. 14-29.10.2458/v6i1.18772]Search in Google Scholar
[5. Bostrom, R. P., Heinen, J. S. (1977), “STS Perspective MIS Problems and Failures: A Socio-Technical Perspective PART I: THE CAUSES By: Robert P. Bostrom”, MIS Quarterly, Vol. 1, No. 3, pp.17–32.10.2307/248710]Search in Google Scholar
[6. Damodaran, L., Nicholls, J., Henney, A., Land, F., Farbey, B. (2005), “The contribution of sociotechnical systems thinking to the effective adoption of e-government and the enhancement of democracy”, The Electronic Journal of e-Government, Vol. 3, No. 1, pp. 1-12.]Search in Google Scholar
[7. Davenport, T. H. (1993), Process innovation: reengineering work through information technology, Boston, Harvard Business School Press.]Search in Google Scholar
[8. Dawes, S., S. (2009), “Governance in the digital age: a research and action framework for an uncertain future”, Government Information Quarterly, Vol. 26, No. 2, pp. 257-264.10.1016/j.giq.2008.12.003]Search in Google Scholar
[9. Furuholt, B., Sæbø, Ø. (2018), “The role telecentres play in providing e-government services in rural areas: A longitudinal study of Internet access and e-government services in Tanzania”, The Electronic Journal of Information Systems in Developing Countries, Vol. 84, No. 1, pp. 1-14.10.1002/isd2.12006]Search in Google Scholar
[10. Gibreel, O., Hong, A. (2017), “A Holistic Analysis Approach to Social, Technical, and Socio-Technical Aspect of E-Government Development”, Sustainability, Vol. 9, No. 12.]Search in Google Scholar
[11. Gunawong, P.,Gao, P. (2017), “Understanding e-government failure in the developing country context: a process-oriented study”, Information Technology for Development, Vol. 23, No. 1, pp. 153-178.10.1080/02681102.2016.1269713]Search in Google Scholar
[12. Haines, J. D., Sharif, N. M (2006), “A framework for managing the sophistication of the components of technology for global competition”, Competitiveness Review: An International Business Journal, Vol. 16, No. 2, pp. 106-121.10.1108/10595420610760888]Search in Google Scholar
[13. Hoque, M. R., Sorwar, G. (2015), “ICT Based E-Government Services for Rural Development: A Study of Union Information and Service Centre (UISC) in Bangladesh”, The Electronic Journal of Information Systems in Developing Countries, Vol. 71, No. 1, pp. 1-19.10.1002/j.1681-4835.2015.tb00517.x]Search in Google Scholar
[14. Horne, S. B. (2014), “Identifying Key Success Factors for the Implementation of Enterprise Content Management Systems”, University of North Texas, available at: https://digital.library.unt.edu/ark:/67531/metadc699882/m2/1/high_res_d/dissertation.pdf (21 May 2018).]Search in Google Scholar
[15. Hughes, M., Scott, M., Golden, W. (2006), “The role of business process redesign in creating e-government in Ireland”, Business Process Management Journal, Vol. 12, No. 1, pp. 76-87.10.1108/14637150610643779]Search in Google Scholar
[16. Khan, G. F., Moon, J., Park, H. W., Swar, B., Rho, J. J. (2011), “A socio-technical perspective on e-government issues in developing countries: a scientometrics approach”, Scientometrics, Vol. 87, No. 2, pp. 267-286.10.1007/s11192-010-0322-5]Search in Google Scholar
[17. Kompella, L. (2017), “E-Governance systems as socio-technical transitions using multi-level perspective with case studies”, Technological Forecasting and Social Change, Vol. 123, pp. 80-94.10.1016/j.techfore.2017.06.024]Search in Google Scholar
[18. Igihe Ltd (2017), “Eliminate bureaucracy from land registration—Biruta advises new minister”, available at: http://www.en.igihe.com/news/eliminate-bureaucracy-from-land-registration.html (27 May 2018).]Search in Google Scholar
[19. Igihe Ltd (2018), “Rusizi: Abaturage mu cyizere ko batazongera kwiruka igihe kirekire ku cyangombwa cy’ubutaka cya burundu”, available at: http://igihe.com/ubukungu/article/rusizi-abaturage-mu-cyizere-ko-batazongera-kwirukaigihe-kirekire-ku-cyangobwa (25 June 2018).]Search in Google Scholar
[20. Jacobides, M. G. (2007), “The inherent limits of organizational structure and the unfulfilled role of hierarchy: Lessons from a near-war”, Organization Science, Vol. 18, No. 3, pp. 455-477.10.1287/orsc.1070.0278]Search in Google Scholar
[21. Lee, R. G., Dale, B. G. (1998), “Business process management: a review and evaluation”, Business Process Management Journal, Vol. 4, No. 3, pp. 214-225.10.1108/14637159810224322]Search in Google Scholar
[22. Luna-Reyes, L. F., Zhang, J., Gil-García, J. R., Cresswell, A. M. (2005), “Information systems development as emergent socio-technical change: A practice approach”, European Journal of Information Systems, Vol. 14, No. 1, pp. 93-105.10.1057/palgrave.ejis.3000524]Search in Google Scholar
[23. Meijer, A., Zouridis, S. (2004), “E-government as institutional transformation”, in Khosrow-Pour, M. (Ed.), Innovations through information technology, Hershey, PA: Idea Group, pp. 565-568.]Search in Google Scholar
[24. MINALOC (2015), “Service Charter”, available at: http://www.kicukiro.gov.rw/index.php?id=163 (27 December 2017).]Search in Google Scholar
[25. MINALOC (2018), “Civil registration officers wow to deliver quality service”, available at: http://minaloc.gov.rw/index.php?id=469&tx_ttnews%5Btt_news%5D=585&cHash=4d0df1fb086043db9cc0327a767bfa40 (12 July 2018).]Search in Google Scholar
[26. MINECOFIN (2017), “Service Delivery Joint IMIHIGO FY 2017-2018”, available at: http://www.minecofin.gov.rw/fileadmin/templates/documents/NDPR/Imihigo/2017-18/Joint/Service_Delivery.pdf (05 February 2018).]Search in Google Scholar
[27. MINISPOC (2012), “Records and archives management policy”, available at: https://www.minispoc.gov.rw/fileadmin/templates/Documents/cabinetgor_records_management_policy.doc (21 June 2018).]Search in Google Scholar
[28. Millard, J., Iversen, J. S., Kubicek, H., Westholm, H., Cimander, R. (2004), “Reorganisation of government back-offices for better electronic public services – European good practices (back-office reorganisation)”, in 4th European conference on eGovernment, Dublin, Ireland.]Search in Google Scholar
[29. Mpinganjira, M. (2013), “E-government project failure in Africa: Lessons for reducing risk”, African Journal of Business Management, Vol. 7, No. 32, pp. 3196–3201.10.5897/AJBM12.1093]Search in Google Scholar
[30. Meyers, D. C., Durlak, J. A., Wandersman, A. (2012), “The quality implementation framework: a synthesis of critical steps in the implementation process”, American Journal of Community Psychology, Vol. 50, No. 3-4, pp. 462-480.10.1007/s10464-012-9522-x]Search in Google Scholar
[31. National Institute of Statistics of Rwanda (2016), “Rwanda Civil Registration and Vital Comprehensive Assessment Final Report Volume I National Institute of Statistics of Rwanda”, available at: https://www.unicef.org/rwanda/RWA_resources_crvscafinal.pdf (21 January 2017).]Search in Google Scholar
[32. Nkohkwo, Q. N. A., Islam, M. S. (2013), “Challenges to the successful implementation of egovernment initiatives in Sub-Saharan Africa: A literature review”, Electronic Journal of e-Government (EJEG), Vol. 11, No. 1, pp. 253-267.]Search in Google Scholar
[33. Nograšek, J. (2011), “Change management as a critical success factor in e-government implementation”, Business System Research, Vol. 2, No. 2, pp. 13-24.10.2478/v10305-012-0016-y]Search in Google Scholar
[34. Office of the Auditor-general (2016), “Performance audit on utilization of document tracking and workflow management system”, available at: http://www.oag.gov.rw/fileadmin/user_upload/Performance_Reports/UTILIZATION_OF_DOCUMENT_TRACKING_AND_WORKFLOW_MANAGEMENT_SYSTEM-_EMBONI___REVIEW_OF_RDB_IT_GENERAL_CONTROLS.pdf (19 September 2018).]Search in Google Scholar
[35. Office of the Prime Minister (2016), “Prime Minister’s Order Nº115/03 Of 08/04/2016 Determining The Structure of The Manual Of Administrative Procedures In Public Service, MIFOTRA”, available at: http://www.minagri.gov.rw/fileadmin/user_upload/documents/Law_and_Regulations/Plant_Varieties_in_Rwanda___1_.pdf (3 February 2018).]Search in Google Scholar
[36. Pugh, D. S. (1990), Organization Theory: Selected Readings, Harmondsworth, UK: Penguin.]Search in Google Scholar
[37. Pugh, D. S., Hickson, D. J., Hinings, C. R., Turner C. (1968), “Dimensions of Organizational Structure”, Administrative Science Quarterly, Vol. 13, No. 1, pp. 65-105.10.2307/2391262]Search in Google Scholar
[38. Rammea, L., Grobbelaar, S. S. (2017), “The Evaluation of e-Government Implementation: A case study of the Lesotho Company Registry System”, in Proceedings of 2017 IEEE Africon, Cape Town, South Africa, IEEE, pp. 504-511.10.1109/AFRCON.2017.8095533]Search in Google Scholar
[39. RDB (2014), “Document Tracking & Workflow Management System Report, April 2014”, internal document.]Search in Google Scholar
[40. Republic of Rwanda (2012), “Presidential Order N°25/01 of 09/07/2012 establishing the list of fees and other charges levied by decentralized entities and determining their thresholds”, available at: http://www.bugesera.gov.rw/fileadmin/user_upload/New_Fees_Presidential_Order_Official_Gazette_no_Special_of_27_07_2012.pdf (12 January 2018).]Search in Google Scholar
[41. Republic of Rwanda (2015), “National ICT strategy and Plan”, available at: http://www.gakenke.gov.rw/fileadmin/user_upload/NICI_III_Final_Document.pdf (14 January 2017).]Search in Google Scholar
[42. Republic of Rwanda (2016), “Implementation Framework for the Development and Deployment of Rwanda’s Single Integrated e-government Platform”, Government of Rwanda, available at:]Search in Google Scholar
[43. http://www.minagri.gov.rw/fileadmin/user_upload/documents/Job_Vacances/MINAGRI/IREMBO_IMPLEMENTATION_FRAME_WORK.pdf (12 August 2016).]Search in Google Scholar
[44. Strejcek, G., Theil, M. (2003), “Technology push, legislation pull? E-government in the European union”, Decision Support Systems, Vol. 34, No. 3, pp. 305–313.10.1016/S0167-9236(02)00123-9]Search in Google Scholar
[45. Suárez-Barraza, M. F. (2013), “Process Innovation in Local Governments: an empirical study of its continuous improvement efforts”, Revista Brasileira de Gestão de Negócios, Vol. 15, No. 47, pp. 204-220.]Search in Google Scholar
[46. The New Times (2018a), “Mutuelle subscribers to use IDs to access healthcare”, available at: https://www.newtimes.co.rw/section/read/230824 (12 May 2018).]Search in Google Scholar
[47. The New Times (2018b), “Land transfers go online”, available at: http://www.newtimes.co.rw/news/land-transfers-go-online (02 May 2018).]Search in Google Scholar
[48. The New Times (2018c), “New ICT law embodies data privacy protection”, available at: https://www.newtimes.co.rw/section/read/207958 (17 May 2018).]Search in Google Scholar
[49. The New Times (2018d), “Online registration for national exams to save time and money — REB”, available at: https://www.newtimes.co.rw/children-education/online-registration-national-exams-savetime-and-money-reb (31 May 2018).]Search in Google Scholar
[50. Twizeyimana, J D., Larsson, H., Grönlund, Å. (2018), “E-government in Rwanda: Implementation, Challenges and Reflections”, Electronic Journal of e-Government, Vol. 16, No. 1, pp. 19-31.]Search in Google Scholar
[51. UNCTAD (2017), “LDC - What is a least developed country?”, available at: http://unctad.org/en/pages/PressRelease.aspx?OriginalVersionID=438 (21 December 2019).]Search in Google Scholar
[52. United Nations (2014), “United Nations E-government Survey 2014”, available at: https://publicadministration.un.org/egovkb/Portals/egovkb/Documents/un/2014-Survey/E-Gov_Complete_Survey-2014.pdf (13 February 2018).]Search in Google Scholar
[53. United Nations (2016), “United Nations E-Government Survey 2016”, available at: http://workspace.unpan.org/sites/Internet/Documents/UNPAN97453.pdf (17 September 2017).]Search in Google Scholar
[54. United Nations (2018), “United Nations E-Government Survey 2018”, available at: https://publicadministration.un.org/egovkb/Portals/egovkb/Documents/un/2018-Survey/E-Government%20Survey%202018_FINAL%20for%20web.pdf (11 January 2019).]Search in Google Scholar
[55. Vom Brocke, J., Simons, A., Cleven, A. (2008), “A business process perspective on enterprise content management – towards a framework for organisational change”, in Proceedings of the 16th European Conference on Information Systems, Galway, Christchurch, pp. 1680-1691.]Search in Google Scholar
[56. von Scheel, H., von Rosing, M., Fonesca, M., Hove, M., Foldager, U. (2014), “Phase 1: Process Concept Evolution”, in von Rosing, M., Scheer, A.-W., von Scheel, H. (Eds.), The Complete Business Process Handbook: Body of Knowledge from Process Modeling to BPM, Morgan Kaufmann, pp. 1-9.]Search in Google Scholar
[57. Weerakkody, V., El-Haddadeh, R., Al-Shafi, S. (2011), “Exploring the complexities of egovernment implementation and diffusion in a developing country: Some lessons from the State of Qatar”, Journal of Enterprise Information Management, Vol. 24, No. 2, pp. 172-196.10.1108/17410391111106293]Search in Google Scholar
[58. Zmud, R. W., Cox, J. F. (1979), “The implementation process: A change approach”, MIS Quarterly, Vol. 3, No. 2, pp. 35-43.10.2307/249085]Search in Google Scholar