Strategic Information Systems Integration For Enhancing E-Government Service Delivery In Iraq: A Model Based On Citizen-Centric Performance Indicators

Abstract

This study proposes and empirically validates a citizen‑centric model of Strategic Information Systems (SIS) integration to enhance e‑government service delivery in Iraq. Addressing long‑standing fragmentation, legacy infrastructures, and low adoption, we theorise that SIS alignment, interoperability readiness, and strategic alignment influence public value only when channelled through service innovation and IT leadership. A convergent mixed‑methods design was employed: semi‑structured interviews with 30 senior public‑sector IT leaders informed construct refinement, while a survey of 350 e‑service users tested the model via PLS‑SEM (SmartPLS 4). The measurement model met stringent criteria (CR > 0.87; AVE > 0.63; HTMT < 0.85). Structural paths were significant: SIS Integration → Service Innovation (β = 0.51, p < 0.001), Service Innovation → User Satisfaction (β = 0.49, p < 0.001), IT Leadership → Trust (β = 0.43, p < 0.001), and Strategic Alignment → Efficiency (β = 0.38, p < 0.001), with R² ranging from 0.41 to 0.66 and positive Q² values, confirming predictive relevance. Qualitative analysis (NVivo) revealed four reinforcing barriers: inter‑agency coordination gaps, leadership deficits, citizen trust concerns, and weak KPI governance. Theoretically, the study extends alignment theory by positioning citizen‑centric KPIs as mediators in the alignment–performance chain, and adapts IS success models to public accountability contexts. Policy implications include instituting a whole‑of‑government interoperability layer, elevating CIO authority, and operationalising a national digital service scorecard aligned with Iraq Vision 2030 and UNDP digital initiatives. Limitations relate to cross‑sectional design and single‑country scope; future work should pursue longitudinal, multi‑jurisdictional validation and integrate behavioural usage analytics.