Multi-channel provisioning of public services - Department of ...

Conclusion and further work
8.2 Proposed further work
Based on current knowledge about the initial research questions and contributions of the
study, three directions for further work are suggested. These include the modelling of
public services through service primitives, a further elaboration of parts of the design
artefact to an elaboration of the service process model configuration management
aspects of an implemented design artefact, and scenario construction as part of a further
demonstration to validate the design artefact. An iterative approach is recommended, as
knowledge from each direction would contribute to the others. Two research questions
for further work are specified for each direction.
8.2.1 Service primitives
The Altinn II SDK defines a selection of high-level service types to be used for
implementing public services. Based on these service types we would like to propose a
new context-specific, albeit generic, service type called service primitives for use with
the design artefact. Service primitives reflect a series of interactions, tasks, and lookups
during the provisioning of a given service that occur often in different context, similar
to patterns for workflow. The service primitives can be used in the construction of
process templates for public services, and in the customisation of services to a specific
service instance. Based on this, the following research questions for further work are
proposed:
FW1
FW2
What are the common service interactions and tasks, as a basis for service
primitives in the context of public service provisioning, which can be used in the
modelling of process work based on an interactive modelling approach?
What is the appropriate level of detail of the identified service primitives with
regards to reuse, and complexity of configuration, and appropriateness on the
level of the domain, organisation, and modeller?
Several service primitives will be related to administrative or control aspects of
collaborative service provisioning. Examples of these are locating and appointing
appropriate resources, adding actors to the virtual organisation, scheduling of
appointments, or other tasks that could be handled semi-automatic given an appropriate
level of interoperability among the various actors. Other service primitives will be
related to automation of retrieval of information from central registers, requisitions for
specific tasks, verification of information, or other tasks related to parts of the actual
process of delivering a service. A service primitive can also represent a manual task
performed by one of the actors participating in the service provisioning. In this case, the
service primitive can be a description or guide to how the task should be performed. As
the task is manual, the actor performing the task will have to indicate when the task is
completed so that further steps of the service provisioning can be initiated.
From the previous discussion, a development is expected that the lead user gradually
take the role of a high-level system developer. This is based on the idea that a model
driven and process-aware approach will be customisable and with an improved
information system representation of the actual work performed. A consequence of this
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