Date of Conferral



Doctor of Business Administration (D.B.A.)


Business Administration


Natalie Casale


Some municipal government leaders are unable to effectively implement e-government web services, which results in poor client satisfaction. Grounded in the critical success factor theory, the purpose of this qualitative multiple case study was to explore critical success factors managers use to build quality e-government web services. The participants included 3 managers in different municipalities within Ontario, Canada, who successfully implemented e-government web services. Data were collected through semistructured interviews and the review of organizational documents. Thematic analysis was conducted using Yin's 5-step data analysis method, and 5 themes emerged: client-centric government, change management, management support, client engagement, and external expert augmentation. A key recommendation is for municipal government leaders to adopt the critical success factors identified in this research when planning strategies to build e-government web services. Implications for positive social change include the potential for providing citizens with better access to government services, improved timeliness of service delivery, and better citizen experience.