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.<dgdoi:pub-id xmlns:dgdoi="http://degruyter.com/resources/doi-from-crossref" pub-id-type="doi"><a href="https://doi.org/10.2307/248684" target="_blank" rel="noopener noreferrer" class="text-signal-blue hover:underline">10.2307/248684</a></dgdoi:pub-id>
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.<dgdoi:pub-id xmlns:dgdoi="http://degruyter.com/resources/doi-from-crossref" pub-id-type="doi"><a href="https://doi.org/10.1108/01443579710159950" target="_blank" rel="noopener noreferrer" class="text-signal-blue hover:underline">10.1108/01443579710159950</a></dgdoi:pub-id>
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.<dgdoi:pub-id xmlns:dgdoi="http://degruyter.com/resources/doi-from-crossref" pub-id-type="doi"><a href="https://doi.org/10.2458/v6i1.18772" target="_blank" rel="noopener noreferrer" class="text-signal-blue hover:underline">10.2458/v6i1.18772</a></dgdoi:pub-id>
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.<dgdoi:pub-id xmlns:dgdoi="http://degruyter.com/resources/doi-from-crossref" pub-id-type="doi"><a href="https://doi.org/10.2307/248710" target="_blank" rel="noopener noreferrer" class="text-signal-blue hover:underline">10.2307/248710</a></dgdoi:pub-id>
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.
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.<dgdoi:pub-id xmlns:dgdoi="http://degruyter.com/resources/doi-from-crossref" pub-id-type="doi"><a href="https://doi.org/10.1016/j.giq.2008.12.003" target="_blank" rel="noopener noreferrer" class="text-signal-blue hover:underline">10.1016/j.giq.2008.12.003</a></dgdoi:pub-id>
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.<dgdoi:pub-id xmlns:dgdoi="http://degruyter.com/resources/doi-from-crossref" pub-id-type="doi"><a href="https://doi.org/10.1002/isd2.12006" target="_blank" rel="noopener noreferrer" class="text-signal-blue hover:underline">10.1002/isd2.12006</a></dgdoi:pub-id>
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.<dgdoi:pub-id xmlns:dgdoi="http://degruyter.com/resources/doi-from-crossref" pub-id-type="doi"><a href="https://doi.org/10.1080/02681102.2016.1269713" target="_blank" rel="noopener noreferrer" class="text-signal-blue hover:underline">10.1080/02681102.2016.1269713</a></dgdoi:pub-id>
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.<dgdoi:pub-id xmlns:dgdoi="http://degruyter.com/resources/doi-from-crossref" pub-id-type="doi"><a href="https://doi.org/10.1108/10595420610760888" target="_blank" rel="noopener noreferrer" class="text-signal-blue hover:underline">10.1108/10595420610760888</a></dgdoi:pub-id>
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.<dgdoi:pub-id xmlns:dgdoi="http://degruyter.com/resources/doi-from-crossref" pub-id-type="doi"><a href="https://doi.org/10.1002/j.1681-4835.2015.tb00517.x" target="_blank" rel="noopener noreferrer" class="text-signal-blue hover:underline">10.1002/j.1681-4835.2015.tb00517.x</a></dgdoi:pub-id>
14. Horne, S. B. (2014), “Identifying Key Success Factors for the Implementation of Enterprise Content Management Systems”, University of North Texas, available at: <ext-link ext-link-type="uri" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="https://digital.library.unt.edu/ark:/67531/metadc699882/m2/1/high_res_d/dissertation.pdf">https://digital.library.unt.edu/ark:/67531/metadc699882/m2/1/high_res_d/dissertation.pdf</ext-link> (21 May 2018).
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.<dgdoi:pub-id xmlns:dgdoi="http://degruyter.com/resources/doi-from-crossref" pub-id-type="doi"><a href="https://doi.org/10.1108/14637150610643779" target="_blank" rel="noopener noreferrer" class="text-signal-blue hover:underline">10.1108/14637150610643779</a></dgdoi:pub-id>
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.<dgdoi:pub-id xmlns:dgdoi="http://degruyter.com/resources/doi-from-crossref" pub-id-type="doi"><a href="https://doi.org/10.1007/s11192-010-0322-5" target="_blank" rel="noopener noreferrer" class="text-signal-blue hover:underline">10.1007/s11192-010-0322-5</a></dgdoi:pub-id>
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.<dgdoi:pub-id xmlns:dgdoi="http://degruyter.com/resources/doi-from-crossref" pub-id-type="doi"><a href="https://doi.org/10.1016/j.techfore.2017.06.024" target="_blank" rel="noopener noreferrer" class="text-signal-blue hover:underline">10.1016/j.techfore.2017.06.024</a></dgdoi:pub-id>
18. Igihe Ltd (2017), “Eliminate bureaucracy from land registration—Biruta advises new minister”, available at: <ext-link ext-link-type="uri" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="http://www.en.igihe.com/news/eliminate-bureaucracy-from-land-registration.html">http://www.en.igihe.com/news/eliminate-bureaucracy-from-land-registration.html</ext-link> (27 May 2018).
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.<dgdoi:pub-id xmlns:dgdoi="http://degruyter.com/resources/doi-from-crossref" pub-id-type="doi"><a href="https://doi.org/10.1287/orsc.1070.0278" target="_blank" rel="noopener noreferrer" class="text-signal-blue hover:underline">10.1287/orsc.1070.0278</a></dgdoi:pub-id>
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.<dgdoi:pub-id xmlns:dgdoi="http://degruyter.com/resources/doi-from-crossref" pub-id-type="doi"><a href="https://doi.org/10.1108/14637159810224322" target="_blank" rel="noopener noreferrer" class="text-signal-blue hover:underline">10.1108/14637159810224322</a></dgdoi:pub-id>
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.<dgdoi:pub-id xmlns:dgdoi="http://degruyter.com/resources/doi-from-crossref" pub-id-type="doi"><a href="https://doi.org/10.1057/palgrave.ejis.3000524" target="_blank" rel="noopener noreferrer" class="text-signal-blue hover:underline">10.1057/palgrave.ejis.3000524</a></dgdoi:pub-id>
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.
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.
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.<dgdoi:pub-id xmlns:dgdoi="http://degruyter.com/resources/doi-from-crossref" pub-id-type="doi"><a href="https://doi.org/10.1007/s10464-012-9522-x" target="_blank" rel="noopener noreferrer" class="text-signal-blue hover:underline">10.1007/s10464-012-9522-x</a></dgdoi:pub-id>
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: <ext-link ext-link-type="uri" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="https://www.unicef.org/rwanda/RWA_resources_crvscafinal.pdf">https://www.unicef.org/rwanda/RWA_resources_crvscafinal.pdf</ext-link> (21 January 2017).
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.
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.<dgdoi:pub-id xmlns:dgdoi="http://degruyter.com/resources/doi-from-crossref" pub-id-type="doi"><a href="https://doi.org/10.2478/v10305-012-0016-y" target="_blank" rel="noopener noreferrer" class="text-signal-blue hover:underline">10.2478/v10305-012-0016-y</a></dgdoi:pub-id>
34. Office of the Auditor-general (2016), “Performance audit on utilization of document tracking and workflow management system”, available at: <ext-link ext-link-type="uri" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="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">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</ext-link> (19 September 2018).
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: <ext-link ext-link-type="uri" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="http://www.minagri.gov.rw/fileadmin/user_upload/documents/Law_and_Regulations/Plant_Varieties_in_Rwanda___1_.pdf">http://www.minagri.gov.rw/fileadmin/user_upload/documents/Law_and_Regulations/Plant_Varieties_in_Rwanda___1_.pdf</ext-link> (3 February 2018).
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.<dgdoi:pub-id xmlns:dgdoi="http://degruyter.com/resources/doi-from-crossref" pub-id-type="doi"><a href="https://doi.org/10.2307/2391262" target="_blank" rel="noopener noreferrer" class="text-signal-blue hover:underline">10.2307/2391262</a></dgdoi:pub-id>
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.<dgdoi:pub-id xmlns:dgdoi="http://degruyter.com/resources/doi-from-crossref" pub-id-type="doi"><a href="https://doi.org/10.1109/AFRCON.2017.8095533" target="_blank" rel="noopener noreferrer" class="text-signal-blue hover:underline">10.1109/AFRCON.2017.8095533</a></dgdoi:pub-id>
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: <ext-link ext-link-type="uri" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="http://www.bugesera.gov.rw/fileadmin/user_upload/New_Fees_Presidential_Order_Official_Gazette_no_Special_of_27_07_2012.pdf">http://www.bugesera.gov.rw/fileadmin/user_upload/New_Fees_Presidential_Order_Official_Gazette_no_Special_of_27_07_2012.pdf</ext-link> (12 January 2018).
41. Republic of Rwanda (2015), “National ICT strategy and Plan”, available at: <ext-link ext-link-type="uri" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="http://www.gakenke.gov.rw/fileadmin/user_upload/NICI_III_Final_Document.pdf">http://www.gakenke.gov.rw/fileadmin/user_upload/NICI_III_Final_Document.pdf</ext-link> (14 January 2017).
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:
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.<dgdoi:pub-id xmlns:dgdoi="http://degruyter.com/resources/doi-from-crossref" pub-id-type="doi"><a href="https://doi.org/10.7819/rbgn.v15i47.1160" target="_blank" rel="noopener noreferrer" class="text-signal-blue hover:underline">10.7819/rbgn.v15i47.1160</a></dgdoi:pub-id>
46. The New Times (2018a), “Mutuelle subscribers to use IDs to access healthcare”, available at: <ext-link ext-link-type="uri" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="https://www.newtimes.co.rw/section/read/230824">https://www.newtimes.co.rw/section/read/230824</ext-link> (12 May 2018).
47. The New Times (2018b), “Land transfers go online”, available at: <ext-link ext-link-type="uri" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="http://www.newtimes.co.rw/news/land-transfers-go-online">http://www.newtimes.co.rw/news/land-transfers-go-online</ext-link> (02 May 2018).
48. The New Times (2018c), “New ICT law embodies data privacy protection”, available at: <ext-link ext-link-type="uri" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="https://www.newtimes.co.rw/section/read/207958">https://www.newtimes.co.rw/section/read/207958</ext-link> (17 May 2018).
49. The New Times (2018d), “Online registration for national exams to save time and money — REB”, available at: <ext-link ext-link-type="uri" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="https://www.newtimes.co.rw/children-education/online-registration-national-exams-savetime-and-money-reb">https://www.newtimes.co.rw/children-education/online-registration-national-exams-savetime-and-money-reb</ext-link> (31 May 2018).
51. UNCTAD (2017), “LDC - What is a least developed country?”, available at: <ext-link ext-link-type="uri" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="http://unctad.org/en/pages/PressRelease.aspx?OriginalVersionID=438">http://unctad.org/en/pages/PressRelease.aspx?OriginalVersionID=438</ext-link> (21 December 2019).
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.
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.<dgdoi:pub-id xmlns:dgdoi="http://degruyter.com/resources/doi-from-crossref" pub-id-type="doi"><a href="https://doi.org/10.1016/B978-0-12-799959-3.00001-X" target="_blank" rel="noopener noreferrer" class="text-signal-blue hover:underline">10.1016/B978-0-12-799959-3.00001-X</a></dgdoi:pub-id>
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.<dgdoi:pub-id xmlns:dgdoi="http://degruyter.com/resources/doi-from-crossref" pub-id-type="doi"><a href="https://doi.org/10.1108/17410391111106293" target="_blank" rel="noopener noreferrer" class="text-signal-blue hover:underline">10.1108/17410391111106293</a></dgdoi:pub-id>
58. Zmud, R. W., Cox, J. F. (1979), “The implementation process: A change approach”, MIS Quarterly, Vol. 3, No. 2, pp. 35-43.<dgdoi:pub-id xmlns:dgdoi="http://degruyter.com/resources/doi-from-crossref" pub-id-type="doi"><a href="https://doi.org/10.2307/249085" target="_blank" rel="noopener noreferrer" class="text-signal-blue hover:underline">10.2307/249085</a></dgdoi:pub-id>