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

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Paper 1 Service delivery in transformational government: Model and scenarios Gustav Aagesen and John Krogstie (2011) Service delivery in transformational government – Model and scenarios, Electronic Government, an International Journal (EG), Special Issue on: E- Government: Past, Present, and Future, 8(2/3), pp. 242-258
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Doctoral theses at NTNU, 2012:195 I
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NTNU Norwegian University of Scienc
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Preface This thesis is submitted to
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3.3 BPM tool and language support 3
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List of figures Figure 1 Relationsh
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OTP PaaS PIM PSM PAIS RFID SaaS SCA
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Introduction In order to face the f
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Introduction domain, suggesting a b
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Introduction information repositori
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Introduction conceptual model of th
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Introduction 1.5 Research context a
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Introduction Figure 2: Studies and
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Introduction cases of Norway and th
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Research method successful than tra
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Research method Figure 5 Nominal DS
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Research method 2.2.1 Creativity Pa
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Research method Other works discuss
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3 Business modelling and process su
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Business modelling and process supp
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Issues of design and implementation
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5 Research publications Research is
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Research publications experiences a
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Research publications and service i
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Research publications Publication d
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Research publications Gustav Aagese
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6 Contributions To achieve great th
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Contributions The administrative in
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Contributions In considering the se
Page 78 and 79: Contributions 6.3.2 The participati
Page 80 and 81: Contributions R38 R39 support based
Page 82 and 83: Contributions Figure 14 BPM service
Page 84 and 85: Contributions 6.5 C5: A conceptual
Page 86 and 87: 7 Discussion and evaluation An expe
Page 88 and 89: Discussion and evaluation RQ4: What
Page 90 and 91: Discussion and evaluation The model
Page 92 and 93: Discussion and evaluation and usabi
Page 94 and 95: Discussion and evaluation We can on
Page 96 and 97: Discussion and evaluation personal
Page 98 and 99: Discussion and evaluation can satis
Page 100 and 101: Discussion and evaluation 7.4 Consi
Page 102 and 103: 8 Conclusion and further work Anyon
Page 104 and 105: Conclusion and further work is that
Page 106: Conclusion and further work FW5 FW6
Page 109 and 110: References the 5th International Co
Page 111 and 112: References European Commission (200
Page 113 and 114: References automation systems - Req
Page 115 and 116: References Murhpy, J. (2005) Beyond
Page 117 and 118: References Covernment (EGOV 2008),
Page 120 and 121: Glossary Glossary Active model - A
Page 122: Glossary Policy chain - a multi age
Page 126 and 127: Appendix B: Selected publications P
Page 130 and 131: SERVICE DELIVERY IN TRANSFORMATIONA
Page 132 and 133: Figure 1 Dynamics of government ser
Page 134 and 135: discussed regarding the autonomous
Page 136 and 137: will increase, which means that the
Page 138 and 139: By combining some of the functional
Page 140 and 141: corporate knowledge and users build
Page 142 and 143: accomplished without addressing the
Page 144: Paper 2 Analysis and design of busi
Page 147 and 148: suggested as a standard and has bee
Page 149 and 150: Connecting objects (Fig. 2) are use
Page 151 and 152: description of the domain being mod
Page 153 and 154: positive direction relative to the
Page 155 and 156: Redundant constructs. There is a re
Page 157 and 158: disregard the richer meaning provid
Page 159 and 160: The Petri net analysis reveals some
Page 161 and 162: as meta-model or if there will be a
Page 163 and 164: van der Aalst, W.M.P. ter Hofstede,
Page 166 and 167: CITIZEN-CENTRIC PROCESS VIEWS FOR G
Page 168 and 169: implementation of organizational ch
Page 170 and 171: 3.3 Discovery, customization and se
Page 172 and 173: service and instance level. This co
Page 174 and 175: will look at current concepts and r
Page 176 and 177: The citizen-centric process view is
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Paper 4 Providing adaptive and evol
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elated work section we present rese
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The scenario to the right (III) ill
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knowledge of the instance and can s
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Figure 3 Co-evolution in virtual or
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government and active life-events p
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Wimmer, M. Codagnone, C. Janssen, M
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INVESTIGATING REQUIREMENTS FOR TRAN
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includes developing modular functio
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egulation plans for the given area
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External stakeholders are provided
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government as we see it today. Thro
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Paper 6 Service development for nat
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infrastructure. The motivation for
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2.3 Service development platform Se
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collaboration and economic incentiv
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Paper 7 The entanglement of enterpr
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This paper investigates the develop
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Figure 1 Framework for cross-countr
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addition to the self-declaration fo
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3.2.1 Organization Besides at the M
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that autonomous national agencies a
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necessary to ensure standardization
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Paper 8 Citizen centric public serv
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finding the best fit services and m
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discussion of I-Plan, and how the a
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process context. Specific resource
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service receiver and have extensive
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approach. The I-Plan is however a s
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Thommesen, H. and Normann, T. and T
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PUBLIC SERVICE PROVISIONING AND ICT
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technological agreements, the infor
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e completed through supplying infor
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This ensures that that expertise fo
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in a multi-actor service network ca
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References List Aagesen, G. and Kro
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Appendix C: Additional publications
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