Lean e-Integration for Development: The Case of the National Licensing Center in Albania

E-government services have transformed public services for citizens and organizations. Yet, the challenge remains to integrate the increasing number of projects and systems not only according to budgetary or political agendas, but based on what end-users expect from the new services. This study analyzes how lean management referring to increased value and reduction of waste could be applied to e-integration reforms for development. The findings are based on the new National Licensing Center in Albania, a developing country in South-East Europe. They suggest that integrated change takes time and there is significant resistance from old practices and structures, regardless of the information technology solutions. One-stop-shop agencies have the potential to enact lean management in practice by providing more standardized and efficient services for end-users. However, continuous improvements for integrated services require more attention than temporary projects for sustainable development.