Information and Communication Technology (ICT) is an element without which public administration can no longer function. Yet technology alone is not enough, as it is inextricably linked to the people, processes, rules and culture of organisations. From an ICT management perspective, organisations often operate independently and in a fragmented way, which affects processes, information sharing and consequently the user experience of internal as well as external users. Improvements can be achieved by centralising ICT management. In this thesis we explore the field, describe the process, implementation steps, impacts and details of the ICT centralisation process in a selected ministry, gather feedback from the users involved and highlight areas for improvement. We focus on the study of secondary expert sources, web content and legal bases related to the topic under discussion, as well as empirical research using qualitative and quantitative methods and analysis of the centralisation process. In order to illustrate the user experience and to assess the effectiveness and usefulness of the project, we also carried out a survey of employees and an interview of managers involved in the whole process of ICT centralisation. We found that ICT centralisation has had a positive impact on the work processes in the selected ministry and has also accelerated them. The centralisation of the Ministry's ICT was well received by employees - some because of the new software and hardware, others because of the unified systems that allow faster, easier and better optimisation of work processes. The findings can be used for further professional research, as the results of the findings represent a summary of all the activities carried out so far in this area.
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