Tan, Chee Wee <br/><br/>
Managing e-transformation in the public sector : an e-government study of the Inland Revenue Authority of Singapore (IRAS) 

 -  2003 
<br/><br/> Looks at how one organization in the public sector adapts to the dynamic customer relations brought about by e-transformation.  Notes that the case in hand, serves to identify the governing factors for successful organization-stakeholder relations.  Opines that these may have a bearing on the development of effective e-transformation strategies.  Proposes a development model of relationships in organizations, for an understanding of how organization-stakeholder relationships can be efficiently managed to bring about an effective overhaul of business processes.