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

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Introduction RQ3 RQ4 RQ5 How to apply the description of process work within the context of enterprises as a basis for a design artefact, i.e. a conceptual process work model, which meets the requirements to future infrastructures for public service provisioning? What is the maturity of the available affordances supporting the realisation of the proposed artefact? Assuming the realisation of the proposed artefact, how to conceptualise the needed governance? The relationships behind the research questions can be considered as sequential. Answering RQ1 is a preparatory task to get an understanding of the problem domain. RQ2 is partially based on RQ1. The domain understanding in RQ1 and the requirements from RQ2 together act as a basis for the construction of the design artefact in RQ3. RQ4 and RQ5 are based on the design artefact proposed by RQ3. While RQ4 investigates the possibility of implementing the design artefact based on available technology affordances, RQ5 addresses aspects related to a successful diffusion of the design artefact, also known as a realisation design. Initially it was an objective to prototype part of the design artefact. Due to the time available and the need for a broad treatment within the problem domain, it was decided to consider research questions at a conceptual level. Issues related to human computer interaction are also outside the scope of the research study. The research questions are discussed further in Section 6.1. 1.7 Research publications The research method of this study is based on the design science for information systems research framework to be discussed further in Chapter 2. Based on the proposed framework of Hevner (2007) (Figure 4), Figure 2 illustrates the work guided by the research questions, resulting in 3 main study areas with their respective research publications. The design science framework constitutes three main pillars from left to right: The problem environment, design work, and the knowledge base. The problem environment defines the context of the design and the designed artefact. It provides requirements to the design process and enables justification and evaluation of the design, and with that ensures relevance of the design to the problem. The design work is related to artefact design, construction, and evaluation. The knowledge base constitutes existing knowledge in the intersection of the problem domain and the design artefact. It provides rigor and grounding to the design process, and it is further supplemented by the outcomes of the design science research. The studies and corresponding research publications are briefly presented below. 11
Introduction Figure 2: Studies and research publications within the study Literature studies within the knowledge base The two first studies within this area represent the early work (2007/2008) related to domain understanding and problem awareness. P1 is based on the e-government knowledge base combined with analytical work leveraging on personal expertise and observations. P2 is based on the information systems knowledge base using existing research and proposed industry standards. The third study within this area, leading to research publication P9, is analytical work based on the information systems knowledge base, reflections from the case studies, as well as experiences from the design work. This work bridges the research domains of the PhD research study. This study was conducted mid 2010. P1 Gustav Aagesen and John Krogstie (2011) Service delivery in transformational government – Model and scenarios, Electronic Government, and International Journal (EG), Special Issue on: E- Government: Past, Present, and Future, 8(2/3), pp. 242-258 12
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
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Page 33 and 34: Research method Figure 5 Nominal DS
Page 35 and 36: Research method 2.2.1 Creativity Pa
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Page 51 and 52: Issues of design and implementation
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Page 64 and 65: Research publications experiences a
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Page 70 and 71: Research publications Gustav Aagese
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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
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Janssen, M. and Gortmaker, J. and W
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