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

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single services to be linked together within a process and combine several actors from both public and private organisations or citizens. These can be long running processes, and actors can perform multiple steps at different stages of the process. A compound service has one overall process responsible, while different actors can be responsible for separate process stubs. 2.2 Architecture and reference models The overall architecture of the national infrastructure is a three-layered model as shown in Figure 1. The bottom layer is the business layer and the back office and physical front office of the government agencies. These are supported through access to the core component layer and the Altinn services. In the presentation layer we find the Altinn portal, services provided by Altinn with customised user interfaces, or state or municipal portals built on elements from the core component layer. The online government front office is found in the presentation layer. Services that are produced or provided by Altinn cannot be hardwired to presentation in order to be reusable, and the Altinn framework will have to support information about customised presentation of services. There are two different service concepts found within the reference model, both end-user services provided externally and as internal SOA-services provided by the core component layer. The Altinn framework is developed using established open standards and available standard tools for its development environment. To prevent the framework from being outdated soon after deployment, it has to be created so that both tools and components can be replaced without having to redesign the entire architecture. The risk of having components diverging from a given technology roadmap when upgrading is reduced when using tools from the portfolio of a single provider. In the case of Altinn II, this provider is Microsoft. Adding new services should also be possible without affecting central system components or already deployed services. These are factors that intend to contribute to the attractiveness of the framework for software developers and an increased competition and potential providers to e- government projects. Figure 1 National infrastruture, adapted from FAD (2006b). 3
2.3 Service development platform Separated from the infrastructure and interfaces supporting end-user services, is the service development platform. It supports the service owner in developing and testing services before they are made available on the end-user platform. Functionality within the service development platform include: • Service versions: Information about existing services and versions. Tasks include opening, deleting and creating new versions of services. • Documents and collaboration: Document library, version control and other collaboration functionality including service design. • Publish/information portal: Enables posting information regarding available services to the information portal within the development platform. • Migration and testing: Moving services from the development, test and production environment. Facilitating test and deployment of services. • Service metadata: Maintenance of metadata descriptions for service definitions, workflow, links, task-lists, authorisation, bootstraps and data sources. • Service content: InfoPath documents with attached contents collections required for rendering the actual forms (Graphics, layout, style sheets, navigation, control routines, ELMER (2006) user interface guidelines). • Language: Translate descriptions, labels, confirmations and other locale-specific information within a service. • Toolkit: Developing and making available components and templates for reuse when developing new services. This can include parts of forms or workflow. • Service ontology: Definition of categories for organising services. Categories are defines by the service developer and controls how the service is displayed to the end user. • User support: Information about the service development process available to the service developer throughout the service development life cycle. • Access control: Maintenance of access and roles for the different users of the service development platform. Access to the service development platform is web-based. By using Citrix add-ons, richer applications can be accessed for designing forms and service workflow. 2.4 Political pressure on planning and reuse While a too strict governance may lead into diminishing of innovativeness and initiatives, which may reduce modernization of public services and government’s structures (Isomäki and Liimatainen, 2007), providing the right support and guidance can foster service development in government agencies. The central instrument of control the ministries have on state-level government agencies is the annual allocation letter (tildelingsbrev). It passes on economic boundaries, priorities, goals and means of reporting results for the given organisational unit. With the launch of Altinn II and given the current maturity of core components, national infrastructure and electronic ID in Norway, the allocation letter for 2010 is quite specific on ICT and issues related to e-government development. Norway has seven architectural principles for e-government defined by the Ministry of Government Administration and Reform: service orientation, interoperability, universal availability, security, openness, flexibility and scalability. All state agencies must consider these principles when developing new or when taking on significant modifications on existing information systems. They should further utilise core components for electronic ID and use Altinn 4
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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
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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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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
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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
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Page 199 and 200: the society at large. Health, safet
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Page 203 and 204: FAD (2006) ‘An Information Societ
Page 206 and 207: SERVICE DEVELOPMENT FOR NATIONAL GO
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Page 212: technical features of Altinn alone.
Page 216 and 217: THE ENTANGLEMENT OF ENTERPRISE ARCH
Page 218 and 219: alignment procedures and processes
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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
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