Accountability of electronic cross-agency service-delivery processes

Authors:
Jeffrey Gortmaker;Marijn Janssen;René W. Wagenaar
Affiliations:
Faculty of Technology, Policy, and Management, Delft University of Technology, Delft, The Netherlands;Faculty of Technology, Policy, and Management, Delft University of Technology, Delft, The Netherlands;Faculty of Technology, Policy, and Management, Delft University of Technology, Delft, The Netherlands
Venue:
EGOV'05 Proceedings of the 4th international conference on Electronic Government
Year:
2005

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Abstract

Due to the fragmented nature of governments, governmental services are delivered by cross-agency service-delivery processes. Accountability for these cross-agency service-delivery processes is especially challenging, as it is unclear who is accountable for the whole cross-agency process. Unclear accountability relationships lead to untransparent processes. In this paper, we investigate literature on accountability, derive a framework for accountability of cross-agency service-delivery processes, and propose several initial mechanisms and guidelines for ensuring accountability of these processes.