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

Issues of design and implementation of e-government
4.3 Public agencies and services
The My Processes portal suggests that information about the provisioning of all public
services is available to the citizen. The actual value creation in public services is
however to a large degree made by human actors only partially supported by
information systems. This implies that the actual work conducted in service
provisioning should be reflected by the model representation of the e-service. Further,
the e-service infrastructure should sink into the existing information infrastructures in
order to allow the combination of new and existing resources and services. The
potential value of a connected national information infrastructure refers to a distributed
resource environment, and the ability to form constellations around service delivery to a
citizen that previously was not feasible.
Hornnes et al. (2010) propose a conceptualisation of a government information
infrastructure (GII) having an installed base comprised by legal regulations, politics,
administrative practices, legacy systems, etc. Taking this to the local level of public
agencies within municipalities, Figure 10 provides an illustration of existing tasks and
shared and supporting ICT systems. Specialised systems are found within each sector in
supporting the various tasks of the single agency. The information infrastructure is
heterogeneous as there are separate regulations and politics for each sector represented,
and further variations in organisational culture and administrative practices for each
agency or service location.
Figure 10 Sector-wise view of municipal tasks and ICT systems (FAD, 2011)
In addition to the services provided at the local level, national agencies provide services
at a national level through register services, universities, health, and transportation, to
name a few. All of these having an equivalent range of specialised systems, shared, and
support systems.
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