eGovernment Implementation and TQM Adoption: An Empirical Study in the Portuguese Municipalities

Abstract

The paper investigates the potential link between eGovernment implementation and TQM adoption in the Local Government context. Although most research studies point out the importance of adopting citizen‑oriented organisational practices to successfully implement eGovernment initiatives, the present study is original in specifically investigating the role that TQM may have in driving eGovernment adoption. From a theoretical standpoint, not only do eGovernment and TQM pursue some identical purposes, but they also share an important set of core concepts and principles, a fact which suggests a reinforcing link between these two approaches. This potential link was investigated by means of a questionnaire survey, complemented with the analysis of the institutional web pages of the 308 municipalities existing in Portugal. The findings reveal that municipalities where eGovernment initiatives are more mature are simultaneously those that implement TQM. ‘Soft’ elements of TQM are particularly associated with the implementation of more sophisticated forms of eGovernment. Certification, on the other hand, apparently does not have an impact on eGovernment adoption. Exploiting the synergies that might exist between these approaches seems to be essential to really bring about institutional change, essential to enhance sustainability and produce long‑term results.