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.
Index Terms:
serviceflow management, e-government, process portal, Service engineering, e-government service quality
Citation:
R. Klischewski, I. Wetzel, R. Klischewski, I. Wetzel, "Serviceflow Management: Caring for the Citizen's Concern in Designing E-government Transaction Processes," hicss, vol. 5, pp.123, 35th Annual Hawaii International Conference on System Sciences (HICSS'02)-Volume 5, 2002
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.
Index Terms:
serviceflow management, e-government, process portal, Service engineering, e-government service quality
Citation:
R. Klischewski, I. Wetzel, R. Klischewski, I. Wetzel, "Serviceflow Management: Caring for the Citizen's Concern in Designing E-government Transaction Processes," hicss, vol. 5, pp.123, 35th Annual Hawaii International Conference on System Sciences (HICSS'02)-Volume 5, 2002
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