Designing Quality Business Processes for E-Government Digital Services (original) (raw)

C2ST: a quality framework to evaluate e-government service delivery

Public Administrations provisioning of services to citizens through information and communication technologies (ICT) is rapidly increasing in the European Countries. Nevertheless the increasing rate, with reference to access and usage of e-services, does not follow a corresponding trend. Nowadays Public Administrations deliver many electronic services, but they are seldom used by citizens. Many reasons can be provided to justify such a situation. In this paper we suggest that specific characteristics of the e-service delivery process strongly affect access by citizens. In particular we provide a four dimensional quality framework for business process e-service delivery evaluation. Correspondingly we define process design guidelines that could help in designing and delivering e-services fostering real usage by citizens. A first experiment in applying the framework is reported.

Business Processes Verification for e-Government Service Delivery

Information Systems Management, 2010

Domain experts knowledge represents a major source of information in the design and the development of user-centric and distributed service-based applications, such as those of e-government. Issues related both to the communication among domain and IT experts, and to the implementation of domain dependent requirements in service-based applications, have to be carefully considered to support both Public Administrations efficiency and citizen satisfaction. In this article, we provide as user-friendly approach toward business process assessment via formal verification. Starting from a semi-formal notation, well understood and largely used by domain experts, we provide a mapping to a formal specification in the form of a process algebra. This transformation makes possible formal and automatic verification of desired quality requirements. The approach has been already applied, with encouraging results, in the e-government domain to verify the quality of business processes related to the delivery of e-government digital services to citizens. Moreover, the approach is supported by a plug-in for the Eclipse platform permitting to have an integrated environment in which to design the process model and to assess its quality.

Formal Methods to Improve Public Administration Business Processes

Starting from late 90’s the public administration has started to employ a quite relevant amount of its budget in developing ICT solutions to better deliver services to citizens. In spite of this effort many statistics show that the mere availability of ICT based services does not guarantee per se their usage. Citizens have continued to largely access services through “traditional” means. In our study we suggest that the highlighted situation is partly due to the fact that relevant domain dependent requirements, mainly related to the delivery process of e-government digital services, are often ignored in the development of e-government solutions. We provide here a domain related quality framework and encoded it in a set of formal statements, so that we can apply automatic verification techniques to assess and improve ICT solutions adopted by public administrations. The paper discusses both the defined quality framework and the tool chain we developed to enable automatic assessment of ICT solutions. The tool chain is based on a denotational mapping of business process modeling notation elements into process algebraic descriptions and to the encoding of quality requirements in linear temporal logic formulas. The resulting approach has been applied to real case studies with encouraging results.

Classification and Synthesis of Quality Approaches In E-Government Services

Internet …, 2007

Purpose -The purpose of this paper is to present a multi-faceted summary and classification of the existing literature in the field of quality of service for e-government and outline the main components of a quality model for e-government services. Design/methodology/approach -Starting with fundamental quality principles the paper examines and analyzes 36 different quality approaches concerning public sector services, e-services in general and more specifically e-government services. Based on the dimensions measured by each approach the paper classifies the approaches and concludes on the basic factors needed for the development of a complete quality model of e-government services. Findings -Based on the classification of literature approaches, the paper provides information about the main components of a quality model that may be used for the continuous monitoring and measuring of public e-services' quality. The classification forms the basis for answering questions that must be addressed by the quality model, such as: What to assess?; Who will perform the assessment? and How the assessment will be done? Practical implications -This model can be used by the management of public organizations in order to measure and monitor the quality of e-services delivered to citizens. Originality/value -The results of the work presented in this paper form the basis for the development of a quality model for e-government services.

Towards Key Business Process for E-Government

IFIP International Federation for Information Processing, 2004

Since 1994, when started the commercial use of the Internet, several manners of doing business emerged around the world. Following this trend, governments started using new tools from the Information and Communication Technologies (ICT), giving raise to the e-government area. In this paper, recent evaluation reports about government portals from all over the world are summarized. They show that there are still much work to be done to attain a high-level of integration and quality of services. Then, a new approach is proposed to e-government initiatives, introducing the concept of Governmental Key Business Processes (G-KBP) that is based on process modeling techniques and modern public administration concepts. This proposal may be used as a guideline to the construction and maintenance of highly integrated e-government environments.

Processes in e-Government – A Holistic Framework for Modelling Electronic Public Services

Lecture Notes in Computer Science, 2003

Recently, process modelling and process reorganisation have been recognised as being of utmost importance for making e-government implementations success. Due to the high complexity of governmental processes and organisational structures, appropriate modelling methodologies and tools are, however, not really available yet. In our contribution, we describe the needs for a comprehensive Business Process Management methodology and toolkit targeted for the public sector. We present a solution to support public administrations in the reorganisation and re-engineering of administrative processes towards online service provision.

Quality Assessment of Digital Services in e-Government with a Case Study in an Italian Region

The quality assessment of e-government services is more and more emerging as a key issue within public administrations. Ensuring a proper quality of digital services is mandatory to satisfy citizens and firms' needs and to accept the use of ICT in our life. We propose a methodology for quality assessment that takes e-government quality features into account. We also define a reference model to provide a single quality value starting from a set of service parameters. To validate our approach we assess the goodness of the 'TecUt' shared services management system.

Experiences and issues in the realization of e-government services

2002

Abstract Certification of the executed service is a critical issue for an e-government infrastructure. In fact, given the legal value that is often attached to data managed and exchanged by public administrations, being able to document the actual execution of e-services is of the utmost importance. This is made more complex in cases, as often happens in the public administration sector, where e-services are based on legacy systems managed by autonomous and independent organizations.