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

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Research publications experiences as well as some examples of proposed extensions and future expectations based on these. Description: P2 contributes to the underlying BPM focus of the study through a survey of existing literature and experience from evaluating the BPMN modelling language. This is additionally supported by document studies of draft technical specifications to provide an overview of proposed extensions of BPMN. It represents a partial state of the art on process modelling and modelling capabilities relevant to the understanding of the problem domain and the research objective. Compared to P9, this paper look at the modelling capabilities of a specific language and look at these in the context of use both from an academic and practitioner point of view. A takeaway from this study is that BPMN is flexible enough to establish dialects within a group of users, which can be problematic when introducing constructed models to new audiences. Author contributions: P2 is based on a term paper written by Gustav Aagesen on a topic of own choice. John Krogstie has contributed to the introduction as well as with comments and suggestions based on feedback from the review process. Publication details and reference: Featured in Handbook on Business Process Management 1, Introduction, Methods and Information Systems, Series: International Handbooks on Information Systems. Editors: Jan vom Brocke and Michael Rosemann. Gustav Aagesen and John Krogstie (2010) Analysis and design of business processes using BPMN, In: vom Brocke, J. and Rosemann, M. (eds.), Handbook on Business Process Management 1, Introduction, Methods and Information Systems, Series: International Handbooks on Information Systems, ISBN: 978-3-642-00415-5, Springer- Verlag, Berlin/Heidelberg, pp. 213-235 P9: Public service provisioning and ICT development. Synchronising the flexibility of organisations and ICT Authors: Gustav Aagesen and John Krogstie. Abstract: In this paper we investigate the design, development and maintenance of ICT process support for government services. The motivation is based on the political ambitions for government service provisioning and the required information infrastructure to implement demand driven service provisioning. We introduce the different types of flexibility from literature, and look at approaches to achieving flexibility in processaware information systems (PAIS). Our study shows that synchronising the flexibility of organisations and the supporting ICT has consequences for the agencies partaking in the delivery of services, and the organisation of service delivery itself. We highlight current challenges and suggest further directions in order to support development towards service flexibility for government agencies. 49
Research publications Description: P9 particularly considers PAIS and flexibility, and see this in the context of e- government systems and challenges related to enabling process flexibility in a multiagency service scenario. It revisits the IS aspects of process-oriented service provisioning with an emphasis on flexibility and cross-agency service provisioning as envisioned by the design artefact and in light of previous case studies. Current challenges, and in that sense the maturity of current technologies (RQ4), are identified. Recommendations on further development in the direction of realising processsupported service provisioning are additionally suggested. Author contributions: This paper is entirely written by Gustav Aagesen. John Krogstie has contributed with comments and suggestions throughout the writing process. Publication details and reference: Presented at Norsk Konferanse for Organisasjoners Bruk av IT (NOKOBIT), 22-24 November 2010, Gjøvik, Norway. Gustav Aagesen and John Krogstie (2010) Public service provisioning and ICT development. Synchronising the flexibility of organisations and ICT, Norsk Konferanse for Organisasjoners Bruk av IT, Tapir Forlag 5.2 Proposed artefact design and justification P3: Citizen-centric process views for government service provisioning Author: Gustav Aagesen. Abstract: As users of government services, citizens spend much of their time in transit between government agencies or acting on behalf of their different roles and responsibilities. Government agencies are providers of services virtually connected, but with little or no actual integration. We believe that by allowing the citizens access to the ongoing processes in which they are involved, it would improve service delivery from the perspective of the citizen and the government organisation alike. The paper introduces the concept of citizen-centric process views, providing channel independent architectural support for knowledge management and monitoring of crossorganisational service delivery in t-government. Our focus is aimed at describing the concept, its utility, and suggested architecture. Description: This paper presents the design artefact through the description of the conceptual model for the citizen-centric process views. It further considers the motivation for its design through broad descriptions of aspects supporting the My Processes concept. This includes: focus on the citizen; process access through roles; discovery, customisation 50
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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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Page 17 and 18: Introduction In order to face the f
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Page 21 and 22: Introduction information repositori
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Page 35 and 36: Research method 2.2.1 Creativity Pa
Page 37 and 38: Research method Other works discuss
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Page 70 and 71: Research publications Gustav Aagese
Page 72 and 73: 6 Contributions To achieve great th
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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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