Coping with e-governance risk: The case of the municipality of Nijmegen

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This practical oriented research has been conducted within the municipality of Nijmegen. The objective of this research was to give recommendations to the social affairs department about how to reduce risk concerning the ICT-based process used for the processing of social security benefits. Data was collected via the use of a focus group in group model building sessions to test and expand a causal loop diagram, which was used to look for possible interventions. These interventions were scored on impact and feasibility. There were 3 outcomes. The first outcome is that in order to reduce risk an adequate level of management support needs to be created. The management is able to intervene on different factors which can decrease risk and the active support of management is necessary to provide tangible resources, like funding, but also intangible resources, like moral support, to reduce risk. The second outcome is to implement and structurally check access control. Access control can reduce risk quite drastically, because it gives control over the information distribution within the system. The third outcome is to structurally stimulate employee awareness via for example training, because a big part of risk in the ICT-based system originates from employee unawareness.
Faculteit der Managementwetenschappen