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

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Contents Abstract ..................................................................................................................... iii Preface .........................................................................................................................v Acknowledgements ......................................................................................................v Contents.................................................................................................................... vii List of figures .............................................................................................................xi List of tables ...............................................................................................................xi Abbreviations.......................................................................................................... xiii 1 Introduction .............................................................................................................1 1.1 Motivation 1 1.2 E-government – definition and proposed challenge 2 1.3 Introductory contextualisation of the problem 3 1.3.1 Infrastructure ...............................................................................................4 1.3.2 Transformational government .....................................................................6 1.3.3 Multi-channel provisioning .........................................................................7 1.3.4 Public services and e-services .....................................................................7 1.3.5 A multi-role view of the citizen...................................................................8 1.3.6 Constraint issues in public service provisioning .........................................8 1.4 Research environment 9 1.5 Research context and objectives 10 1.6 Research questions 10 1.7 Research publications 11 1.8 Thesis structure 14 2 Research method....................................................................................................15 2.1 Design science in information systems research 15 2.2 Methods supporting the design science research approach 19 2.2.1 Creativity ...................................................................................................20 2.2.2 Problem selection and development..........................................................20 2.2.3 Literature search ........................................................................................20 2.2.4 Suggestion and development.....................................................................20 2.2.5 Evaluation and validation ..........................................................................21 2.2.6 Future studies and scenario-planning ........................................................22 3 Business modelling and process support .............................................................25 3.1 Conceptual modelling of the enterprise 25 3.2 Service and process-oriented operations support 29
3.3 BPM tool and language support 32 4 Issues of design and implementation of e-government.......................................35 4.1 Conceptualisation of integration and interoperability 35 4.2 E-government maturity 38 4.3 Public agencies and services 40 4.4 Arrangements for cross-agency service provisioning 41 4.5 Architectural planning 43 4.6 Service provisioning in an open environment 44 5 Research publications............................................................................................47 5.1 Literature studies within the knowledge base 47 P1: Service delivery in transformational government: model and scenarios .....47 P2: Analysis and design of business processes using BPMN ............................48 P9: Public service provisioning and ICT development. Synchronising the flexibility of organisations and ICT ........................................................................49 5.2 Proposed artefact design and justification 50 P3: Citizen-centric process views for government service provisioning ...........50 P4: Providing adaptive and evolving government e-services through citizencentric process views...............................................................................................51 P8: Citizen centric public service provisioning - A conceptual approach for next generation information infrastructures ....................................................................52 5.3 Case studies within the problem environment 53 P5: Investigating requirements for transformational government information infrastructures: The case of the approval process for building applications ...........53 P6: Service development for national government information infrastructures - the case of Norway..................................................................................................54 P7: The entanglement of enterprise architecture and IT-governance: The cases of Norway and the Netherlands...............................................................................55 6 Contributions .........................................................................................................57 6.1 C1: A Model describing the dynamics of e-government 57 6.2 C2: Future scenarios for citizen-centric and demand driven public services 59 6.2.1 Citizens viewpoint .....................................................................................59 6.2.2 Service providers viewpoint ......................................................................60 6.3 C3: Requirements for an e-service infrastructure for public service provisioning 61 6.3.1 Multi-channel provisioning .......................................................................62 6.3.2 The participating citizen ............................................................................63 6.3.3 Transparency and transformation ..............................................................63 6.3.4 Local services in a global setting...............................................................64 6.3.5 Process support..........................................................................................64 6.4 C4: A conceptual design for a national e-service infrastructure 65 6.4.1 Service viewpoint ......................................................................................65 6.4.2 Network viewpoint ....................................................................................67 6.5 C5: A conceptual e-service governance model 69 viii
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 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
Page 23 and 24: Introduction conceptual model of th
Page 25 and 26: Introduction 1.5 Research context a
Page 27 and 28: Introduction Figure 2: Studies and
Page 29 and 30: Introduction cases of Norway and th
Page 31 and 32: Research method successful than tra
Page 33 and 34: Research method Figure 5 Nominal DS
Page 35 and 36: 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
Page 48: Business modelling and process supp
Page 51 and 52: Issues of design and implementation
Page 57 and 58:
Issues of design and implementation
Page 59 and 60:
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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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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