This paper describes a study of a large intra-organization unit implementing web-based electronic services. End-user transition from using paper-based service to web-based e- Service requires an understanding of the scope from an end-user perspective. Introducing new technologies in the existing traditional paper-based environment needs insight into user adoption and usage. If the new technologies conflict with the existing system (i.e. paper- based), the user may offer resistance to its adoption. It was found in this study that this resistance was related to a push towards introducing new technologies by management.