Understanding and Modelling Flexibility in Administrative Processes
EGOV '02 Proceedings of the First International Conference on Electronic Government
CAiSE '02 Proceedings of the 14th International Conference on Advanced Information Systems Engineering
Serviceflow beyond workflow? IT support for managing inter-organizational service processes
Information Systems - Special issue: The 14th international conference on advanced information systems engineering (CAiSE*02)
A framework for the assessment and analysis of electronic government proposals
Electronic Commerce Research and Applications
Supporting effective operation of e-governmental services through workflow and knowledge management
WISE'06 Proceedings of the 7th international conference on Web Information Systems
| Hi-index | 0.00 |
Many authorities have started to use web sites to provide services based on transactions. But connecting the portal's functionality with internal IT supported processes of the various administrative units is not only a technical challenge. Innovations in process automation need to be combined with maintaining and/or enhancing service quality. In this paper, we follow service as the guiding vision and try to explore what it needs to enable the service providers (governmental institutions and private partners) to fulfill their mission, i.e., the satisfaction of citizens' needs and concerns. Based on an e-service implementation in the city state of Hamburg, we suggest the service-flow management approach to model patterns of consecutive service-points as well as to represent individual process information using XML. Focussing on transpar-ency for citizens, flexibility for staff, and synergy within provider networks, we claim that reaching a serviceflow manage-ment agreement improves the service quality beyond delivering e-government functions.