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

More documents

Recommendations

Info

government as we see it today. Through providing ByggSøk Building as both an application and a web service, it has been possible to provide a single channel for submitting and validating data. Having the central data validation service close to the authority responsible for establishing regulations it additionally enables timely coordination of regulatory changes. Changing the technical interpretation of new regulations is a one-time job. The role of the software industry is also important in this case. As of today, Norway has four providers delivering case handling systems to municipalities. These systems additionally provide modules for handling building plan applications. Through central standardisation it has been possible to guide both the software and construction industry by deciding what document formats to use for collaboration. This has increased the competitiveness and effectiveness within the domain. It is a priority area that the National Office of Building Technology and Administration take a key role in the standardisation of communication between relevant stakeholders. Proactive involvement in standardisation work is an important task for governments. When it comes to the potential promoting of certain stakeholders, the single citizen is not found to be the primary user of ByggSøk Building. One could further say that online building plan applications is more fitted to the B2G rather than the C2G domain. We see that focusing on efficiency towards business users before taking on the needs of the citizens is a possible strategy. How online applications can be made easier accessible for citizens is a topic that needs more attention. Given the existence of national information infrastructure with messaging capabilities, providing automated notice of building plans to external stakeholders might be a service that can attract citizens to the online gateway. An aspect of the case that was less successful from the ByggSøk project point of view would have to be the information portal. This is a special situation, since the designed portal would compete with already existing similar functionality. If a new attempt to reorganise information on a local, regional or central level were to be made. It would most probably be based on mining the information from the different municipalities, rather than having the municipalities publishing their information onto ByggSøk as originally planned. 6 CONCLUSION In this paper we have investigated the processing of building application approvals in Norway. Through describing stakeholders and supporting information infrastructure components we have established some understanding of a single e-government domain. The separate components of the case can be identified as outcomes of more or less classic e-government initiatives as described elsewhere. From a holistic point of view the case can be used as input to a successful approach to a dynamic and evolving government domain. Properties identified in our discussion will be used as input to our research related to next generation government infrastructures. The material used on this study is based on qualitative data from primary sources and quantitative data from secondary sources. Even though it is not within our current scope, further studies could be conducted within municipalities, the industry, and towards citizens directly. References List Becker, J. and Niehaves, B. and Krause, A. (2009) ‘Shared Service Center vs. Shared Service Network: A Multiple Case Study Analysis of Factors Impacting on Shared Service Configurations’, Electronic Government: 8th International Conference, EGOV 2009, LNCS 5693, Springer-Verlag Berlin Heidelberg, pp. 115–126 Blakemore, M. (2006) ‘eGovernment Strategy across Europe - a bricolage responding to societal changes’, Citizen Centric eGovernment study (http://www.ccegov.eu/) Think Paper, Volume 4 9
FAD (2006) ‘An Information Society for All’, Report No. 17 (2006 - 2007) to the Storting, Ministry of Government Administration and Reform FAD (2007) ‘Felles IKT-arkitektur i offentlig sektor’, Norwegian Ministry of Government Administration and Reform FAD (2009) ‘An Administration for Democracy and Community’, Report No. 19 (2008-2009) to the Storting, Norwegian Ministry of Government Administration and Reform. Hanseth, O. and Ciborra, C. (2007) ‘Risk, Complexity and ICT’, ISBN: 978-1-84542-661-3, Edward Elgar Publishing. Hevner, A. March, S., Park, J., and Ram, S. (2004) ‘Design Science in Information Systems Research’, MIS Quarterly, 28(1), 75-105 Janssen, M. and Chun, S.A. and Gil-Garcia, J. R. (2009) ‘Building the next generation of digital government infrastructures’, Government Information Quarterly, Elsevier. Vol 26, Issue 2, pp.233- 237 Janssen, M. and Kuk, G. (2006) ‘A complex adaptive system perspective of enterprise architecture in electronic government’, Hawaii International Conference on System Sciences, IEEE. Vol 4, p.71b. Klievink, B. and Janssen, M. (2009) ‘Realizing joined-up government - Dynamic capabilities and stage models for transformation’, Government Information Quarterly, Elsevier. Vol 26, Issue 2, pp.275- 284. Kolsaker, A. and Lee-Kelley, L. (2006) ‘Citizen-centric e-government: a critique of the UK Model’, Eletronic Government, Vol. 3. No. 2, pp.127-138 MEC (2009) Minsterial Declaration on eGovernment, 5th Ministerial eGovernment Conference, Teaming up for the eUnion, Malmö , Downloaded from http://www.se2009.eu Siau, K. and Long, Y. (2005) ‘Synthesizing e-government stage models- a meta-synthesis based on meta-ethnography approach’, Industrial Management & Data Systems, vol. 105, 2005, pp. 443- 458 Vaishanavi, V.K and Kuechler Jr. W. (2008) ‘Design Science Research Methods and Patterns’, ISBN: 1-4200-5932-7, Auerbach Publications, Taylor & Francis Group Wimmer, M. and Codagnone, C. and Janssen, M. (2008) ‘Future e-government research: 13 research themes identified in the eGovRTD2020 project’, Hawaii International Conference on System Sciences, Proceedings of the 41st Annual, pp.223–223 10
Page 1 and 2:
Doctoral theses at NTNU, 2012:195 I
Page 3 and 4:
NTNU Norwegian University of Scienc
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 44 and 45:
Page 46 and 47:
Page 48:
Page 51 and 52:
Issues of design and implementation
Page 53 and 54:
Page 55 and 56:
Page 57 and 58:
Page 59 and 60:
Page 62 and 63:
5 Research publications Research is
Page 64 and 65:
Research publications experiences a
Page 66 and 67:
Research publications and service i
Page 68 and 69:
Research publications Publication d
Page 70 and 71:
Research publications Gustav Aagese
Page 72 and 73:
6 Contributions To achieve great th
Page 74 and 75:
Contributions The administrative in
Page 76 and 77:
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 128:
Paper 1 Service delivery in transfo
Page 131 and 132:
2009) implies. We seek out to ident
Page 133 and 134:
Take this example: Due to heavy tra
Page 135 and 136:
a service-centric view, with govern
Page 137 and 138:
There has been a critique of e-gove
Page 139 and 140:
to using virtual agencies as a mean
Page 141 and 142:
Access to services for citizens can
Page 143 and 144:
Mofleh, S., Wanous, M. and Strachan
Page 146 and 147:
ANALYSIS AND DESIGN OF BUSINESS PRO
Page 148 and 149:
processes, and, finally, to the bus
Page 150 and 151:
Figure 4 shows an example BPMN proc
Page 152 and 153: composition languages such as WCSI;
Page 154 and 155: 3.3.2 Empirical evaluation of BPMN,
Page 156 and 157: Construct overload. The analytical
Page 158 and 159: weakness based on analytical proof
Page 160 and 161: annotation element. Extending BPMN
Page 162 and 163: Gane, C. Sarson, T. (1979) Structur
Page 164: Paper 3 Citizen-centric process vie
Page 167 and 168: 2 BACKGROUND Existing stage models
Page 169 and 170: Van der Aalst (2000) differentiate
Page 171 and 172: When it comes to channels, it is ho
Page 173 and 174: Figure 3 Conceptual architecture fo
Page 175 and 176: use of e-signatures and electronic
Page 177 and 178: Golden, W. and Hughes, M. and Scott
Page 180 and 181: PROVIDING ADAPTIVE AND EVOLVING GOV
Page 182 and 183: important that e-government strateg
Page 184 and 185: information about actual use, invol
Page 186 and 187: y other actors responsible for the
Page 188 and 189: 6.2 Inter-organizational Collaborat
Page 190 and 191: Elgesem, D. (2008) Lik tilgang for
Page 192: Paper 5 Investigating requirements
Page 195 and 196: provisioning. We will use the case
Page 197 and 198: 4 THE BUILDING PERMIT APPLICATION P
Page 199 and 200: the society at large. Health, safet
Page 201: with their case handling, the BIM (
Page 206 and 207: SERVICE DEVELOPMENT FOR NATIONAL GO
Page 208 and 209: single services to be linked togeth
Page 210 and 211: when creating new services or makin
Page 212: technical features of Altinn alone.
Page 216 and 217: THE ENTANGLEMENT OF ENTERPRISE ARCH
Page 218 and 219: alignment procedures and processes
Page 220 and 221: countries having high Internet and
Page 222 and 223: 3.1.4 Use and adoption The regional
Page 224 and 225: 3.2.4 Use and adoption Regional age
Page 226 and 227: which has been embraced at the nati
Page 228: Huang, R. and Zmud, R.W. and Price,
Page 232 and 233: Abstract CITIZEN CENTRIC PUBLIC SER
Page 234 and 235: known, and knowledge about the doma
Page 236 and 237: through a defined system interface,
Page 238 and 239: The I-Plan should cover the overall
Page 240 and 241: The fact that the receiving agency
Page 242 and 243: social services (I-Plan), which is
Page 244: Paper 9 Public service provisioning
Page 247 and 248: Duncan (1995) defines an IT infrast
Page 249 and 250: change creation, pro-action, reacti
Page 251 and 252: developing a dynamic process model,
Page 253 and 254:
• Traceability of changes and mon
Page 255 and 256:
integrated applications. We suggest
Page 257 and 258:
Janssen, M. and Gortmaker, J. and W
show all

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

Create successful ePaper yourself

Delete template?

Save as template?