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

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Gustav Aagesen Multi-channel Provisioning of Public Services Thesis for the degree of Philosophiae Doctor Trondheim, September 2012 Norwegian University of Science and Technology Faculty of Information Technology, Mathematics and Electrical Engineering Department of Computer and Information Science
NTNU Norwegian University of Science and Technology Thesis for the degree of Philosophiae Doctor Faculty of Information Technology, Mathematics and Electrical Engineering Department of Computer and Information Science © Gustav Aagesen ISBN 978-82-471-3686-7 (printed ver.) ISBN 978-82-471-3687-4 (electronic ver.) ISSN 1503-8181 Doctoral theses at NTNU, 2012:195 Printed by NTNU-trykk
Page 1: Doctoral theses at NTNU, 2012:195 I
Page 6: Preface This thesis is submitted to
Page 9 and 10: 3.3 BPM tool and language support 3
Page 12: List of figures Figure 1 Relationsh
Page 15 and 16: OTP PaaS PIM PSM PAIS RFID SaaS SCA
Page 17 and 18: Introduction In order to face the f
Page 19 and 20: Introduction domain, suggesting a b
Page 21 and 22: Introduction information repositori
Page 23 and 24: Introduction conceptual model of th
Page 25 and 26: Introduction 1.5 Research context a
Page 27 and 28: Introduction Figure 2: Studies and
Page 29 and 30: Introduction cases of Norway and th
Page 31 and 32: Research method successful than tra
Page 33 and 34: Research method Figure 5 Nominal DS
Page 35 and 36: Research method 2.2.1 Creativity Pa
Page 37 and 38: Research method Other works discuss
Page 40 and 41: 3 Business modelling and process su
Page 42 and 43: Business modelling and process supp
Page 48: Business modelling and process supp
Page 51 and 52: Issues of design and implementation
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Issues of design and implementation
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Page 57 and 58:
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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
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Contributions 6.3.2 The participati
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Contributions R38 R39 support based
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Contributions Figure 14 BPM service
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Contributions 6.5 C5: A conceptual
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7 Discussion and evaluation An expe
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Discussion and evaluation RQ4: What
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Discussion and evaluation The model
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Discussion and evaluation and usabi
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Discussion and evaluation We can on
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Discussion and evaluation personal
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Discussion and evaluation can satis
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Discussion and evaluation 7.4 Consi
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8 Conclusion and further work Anyon
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Conclusion and further work is that
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Conclusion and further work FW5 FW6
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References the 5th International Co
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References European Commission (200
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References automation systems - Req
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References Murhpy, J. (2005) Beyond
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References Covernment (EGOV 2008),
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Glossary Glossary Active model - A
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Glossary Policy chain - a multi age
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Appendix B: Selected publications P
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Paper 1 Service delivery in transfo
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2009) implies. We seek out to ident
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Take this example: Due to heavy tra
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a service-centric view, with govern
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There has been a critique of e-gove
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to using virtual agencies as a mean
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Access to services for citizens can
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Mofleh, S., Wanous, M. and Strachan
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ANALYSIS AND DESIGN OF BUSINESS PRO
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processes, and, finally, to the bus
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Figure 4 shows an example BPMN proc
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composition languages such as WCSI;
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3.3.2 Empirical evaluation of BPMN,
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Construct overload. The analytical
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weakness based on analytical proof
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annotation element. Extending BPMN
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Gane, C. Sarson, T. (1979) Structur
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Paper 3 Citizen-centric process vie
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2 BACKGROUND Existing stage models
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Van der Aalst (2000) differentiate
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When it comes to channels, it is ho
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Figure 3 Conceptual architecture fo
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use of e-signatures and electronic
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Golden, W. and Hughes, M. and Scott
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PROVIDING ADAPTIVE AND EVOLVING GOV
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important that e-government strateg
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information about actual use, invol
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y other actors responsible for the
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6.2 Inter-organizational Collaborat
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Elgesem, D. (2008) Lik tilgang for
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Paper 5 Investigating requirements
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provisioning. We will use the case
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4 THE BUILDING PERMIT APPLICATION P
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the society at large. Health, safet
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with their case handling, the BIM (
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FAD (2006) ‘An Information Societ
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SERVICE DEVELOPMENT FOR NATIONAL GO
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single services to be linked togeth
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when creating new services or makin
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technical features of Altinn alone.
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THE ENTANGLEMENT OF ENTERPRISE ARCH
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alignment procedures and processes
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countries having high Internet and
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3.1.4 Use and adoption The regional
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3.2.4 Use and adoption Regional age
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which has been embraced at the nati
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Huang, R. and Zmud, R.W. and Price,
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Abstract CITIZEN CENTRIC PUBLIC SER
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known, and knowledge about the doma
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through a defined system interface,
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The I-Plan should cover the overall
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The fact that the receiving agency
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social services (I-Plan), which is
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Paper 9 Public service provisioning
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Duncan (1995) defines an IT infrast
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change creation, pro-action, reacti
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developing a dynamic process model,
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• Traceability of changes and mon
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integrated applications. We suggest
Page 257 and 258:
Janssen, M. and Gortmaker, J. and W
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