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International audienceInformation Technology (IT) enabled transformation in an organization enhances the business value by improving its performance. Though a lot has been documented on this topic, a review of information systems literature reveal that the research on how e-government enabled transformation affects firm performance remains under-examined. With this motivation, this piece of research aims to focus on the mechanisms through which e-government enabled service transformation improves the performance of an organization. Analyzing the case study of e-government implementation experience of Ministry of Defense (MINDEF), Singapore in the light of Resource Based View (RBV) and Dynamic Capabilities perspective, we build a process model of customer-centric e-government enabled service transformation showing how MINDEF enhanced its performance. With its findings, this study contributes to the theoretical discourse on firm perform

Process Model of Customer-Centric E-Government Enabled Service Transformation: Insights from MINDEF’s Portal Implementation Experience