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

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Discussion and evaluation RQ4: What is the maturity of the available affordances supporting the realisation of the proposed artefact? RQ4 suggests an investigation of current e-government implementations as well as available technology affordances related to BPM and PAIS through literature studies. Work related to the treatment of RQ4 is presented in P2, P5, P6, and P9. The purpose of RQ4 is to identify challenges related to a possible implementation of C4 and further to both evaluate the contribution and to assess the gap between the current situation and the future scenario. Accordingly there have been several iterations between RQ4 and RQ3 during this study. The treatment of RQ4 is multi-disciplinary as the investigation both includes case studies of the e-government domain as well as literature studies from the information systems domain. The information systems treatment is based on the current BPMN standard through the work presented in P2, and secondary data through existing information systems literature focusing on aspects related to flexibility in PAIS (P9). As a consequence of the high-level treatment of the service providing information system taken by this study, the case studies performed deviates from the traditional case study approach. The traditional case study goes from the type-level to the instance-level, following a special case or user through a service process. The case studies conducted as part of RQ4 goes from the meta-system-level to the system-level, investigating types of systems with service-providing capabilities. For the Altinn II case (P6), this investigation even remains on the meta-system-level. In this case, investigated system capabilities are capabilities that can construct systems that can provide services. RQ5: Assuming the realisation of the proposed artefact, how to conceptualise the needed governance? RQ5 refers to the realisation design for the design artefact. In the case of this study, the realisation design relates to the successful diffusion of the design artefact in a sociotechnical system, rather than its physical construction. The proposed conceptualisation of governance requested by RQ5 is expressed through C5. Work conducted in addressing RQ5 is presented in P5, P6, and P7. The conceptual governance model intends to define the types of measures that can be applied in order for a service providing information infrastructure to operate. Here, the design artefact provides supporting platform functionality, but is still only one of several infrastructure components within the information infrastructure. 73
Discussion and evaluation 7.2 Research contributions While Table 3 provides a mapping between the contributions and their relative treatment in the research publications, Table 4 provides an equivalent mapping between the contributions and the research questions. Each contribution is discussed separately below. The presentation of C1, C2, and C4 covers the what and how of the contributions, together with a discussion of aspects related to evaluation and related work. The presentations of C3 and C5 are limited to a discussion of the contributions. C1 C2 C3 C4 C5 P1 X X i P2 i i P3 X i X P4 X i X P5 i i P6 i i P7 X P8 i X P9 i Table 3 Mapping between contributions and publications. X: direct mapping; i: indirect mapping. C1 C2 C3 C4 C5 RQ1 X RQ2 X X RQ3 X RQ4 X RQ5 X Table 4 Mapping between contributions and research questions C1: A model describing the dynamics of e-government The suggested model for dynamics of government service provisioning aims to illustrate the complexity of change and the pairing of government service provisioning and new technology affordances. The main aspects of the model include new service channels provided by technology, changing requirements, and the freedom of interpretation of how services are provided at the local level. It suggests a relationship between important concepts in the e-government domain and how these concepts affect each other and change over time. The purpose of the model is to act as a tool for reasoning about public service provisioning and to support strategic development. It is perceived to be useful for researchers, e-government service developers, and policy makers. 74
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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
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
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Page 51 and 52: Issues of design and implementation
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 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
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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
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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
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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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