Introduction

Several studies concerning e-government systems have suggested that they produce a number of benefits which foster good governance (Norris 2001; Nute 2002; O'Connell 2003). E-Government is presented as a method to promote the responsiveness of government institutions to citizens’ growing demands, which include improved access to public services, public institutional efficiency and more stringent security measures (O'Connell 2003). But many challenges must be addressed before e-government can improve this responsiveness. as emphasized in several recent documents such as the Electronic Government for Developing Countries report. This report suggests that “using ICT effectively to serve citizens online is a struggle for many governments. particularly in developing countries. Government organizations face great levels of uncertainty in creating and providing e-government services because of the complexity of the technology, deeply entrenched organizational routines, and great diversity in the acceptance of technology by individuals. E-Government requires much more than technical wizardry for developing and operating successful online services. This includes developing strategic approaches for organizing and assembling tangible resources such as computers and networks and intangible resources such as employee skills and knowledge and organizational processes” (ITU 2008).

We think that adequately managing intangible resources is one of the most important challenges of ICT4D/e-government projects, especially in developing countries. The issues of preparedness, adoption and use of e-government (ICT and related services and practices) are often grouped together under the term “e-readiness.”