A Citizen - Centric Integrated Information System Roadmap for Municipalities

The purpose of the study is to analyze e-government implementation and effectiveness at the municipal level in the vision of information system (IS) integration and to propose a roadmap for an integrated information system (IIS) for municipalities from the citizens’ perspective. Integration models proposed in the literature are reviewed and merged into a more comprehensive model. Based on the proposed model, integration process occurs under four domains: strategic, organizational, logical and physical. Related approaches of hierarchy, structure, direction and extent are analyzed and evaluated for each domain. Then, IS practices for seven different municipalities are examined and compared to each other so as to evaluate the current situation. At the final stage, a practical structural framework is developed and presented. As a result of the longitudinal interviews with Sarıyer Municipality, the general framework and a roadmap for municipalities are put forward. While this roadmap can be extended further by other researchers, it can also act as a base for practitioners to develop integrated information systems (IIS) for citizen services offered local governments.