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This paper is concerned with the issues facing stakeholders attempting to develop, implement and maintain electronic identity management (IdM) systems in government. It argues that perceptions of electronic IdM vary, and thus a single conceptualisation of the concept is difficult. Using data collected from stakeholders in 17 European countries, Canada, New Zealand and the U.S.A. from 2003 through 2007, a qualitative analysis identifies 10 dominant stakeholder areas of concern which we term 'themes'. These are then mapped onto a framework of public value due to Grimsley and Meehan which relates services to outcomes and the development of trust. We conclude by questioning the conceptualisation of trust within the context of IdM, and suggesting that considering trust as the mitigation of relational risk is more appropriate. We also consider the usefulness of public value as a notion for informing IdM and highlight the lack of national differences in our diverse data set.

Discusses the application service provider (ASP) model, which is emerging as a new form of application outsourcing. At present, the ASP marketplace is largely vendor driven with huge numbers of vendors offering a variety of applications to the customer. These offerings may belong to software applications such as enterprise resource planning, collaborative and vertical industry. Even though there are many benefits attributed to this model suggests that, in order to reap these benefits, customers should evaluate the offerings of the ASPs. Addressing this purpose develops a taxonomy to identify the various ASP offerings and a framework to evaluate the ASP offerings on categories such as security, pricing, integration, service level agreement, and reliability, availability and scalability. Even though this framework is in an early stage of development it intends to present existing customers with performance criteria for evaluating ASP offerings. Concludes that further empirical research needs to be carried out to refine this framework and also to find the relevance of traditional outsourcing literature to this new form of outsourcing.

Abstract. The process‐oriented holistic enterprise is a new organizational form in which the business process may be perceived as the basic organizational construct. Process management on an enterprise‐wide scale implies a complex integration of business processes. The increased organizational complexity places heavy demands on a firm’s information management capability, and this needs to be managed in a way that best supports the process model. This research has found that in the case of Xerox Ltd, a company that has adopted a holistic approach to process management, the information management process is key to supporting this method of organizing. The main finding is that, in order to support process management, a particular type of information management is required. This includes a need for enterprise‐wide information systems and the centralization of systems development and maintenance. However, the process management is made possible by this type of information management. This may be referred to as the duality concept of information and process management. The research presents findings from an in‐depth participant observation study conducted at the Xerox Ltd headquarters in the UK, and also includes data collected from Xerox France and Xerox UK.

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