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

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Discussion and evaluation personal data and complements the design artefact proposed by this study, where these aspects have not been prioritised. The service discovery capabilities of the PANP are further purely technical, and the citizen interaction with the framework is personal. The proposed design artefact extends a technical approach to support assisted service discovery, caretaker-roles and emergent processes composed by the service receiver, caretaker, or service provider. Variable Value Approach Qualitative Quantitative Artefact focus Technical Organisational Strategic Artefact type Construct Model Method Instantiation Theory Epistemology Positivism Interpretivism Function Knowledge Control Development Legitimization Method Action research Case study Field experiment Formal proof Controlled experiment Prototype Survey Object Artefact Artefact construction Ontology Realism Nominalism Perspective Economic Deployment Engineering Episemological Position Externally Internally Reference Point Artefact against research gap Artefact against real world Time Ex ante Ex post Research gap against real world Table 5 Artefact evaluation classified according to Cleven et al. (2009) The evaluation of the design artefact is further classified based on the framework proposed by Cleven et al. (2009) as illustrated by Table 5. The evaluation approach is qualitative and the main focus of the artefact is strategic, as it proposes a future design of strategic importance. The artefact type is a model and the epistemology is that of positivism. As several separate evaluations have been performed, both through investigation of the knowledge base, the demonstrator (P9) and the case studies (P5, P6) the function of the evaluations is both for development and legitimisation of the artefact. The object of evaluation has been the artefact and the ontology is nominalism, as the e-service infrastructure and services are model representations of real world services and interactions. Even though deployment is not relevant based on the conceptual model, the issues related to the deployment and design towards a deployed artefact is the perspective of the evaluation. The evaluation has further been conducted internally in iterations against the requirements and design directions during the course of the study. 81
Discussion and evaluation C5: A conceptual e-service governance model The realisation design (C5) as suggested is derived from C1, from the design process, and the case study as presented in P7. The goal of the realisation design is to describe the measures to be used for the design artefact to work as intended in its environment. The measures are equivalent to a plan or strategy for deployment. At this point, it identifies the existence of type-wise approaches for governance and support, and the dynamics between the service-providing stakeholders and the central state. Analysis of the design in light of the knowledge base and the case studies confirms that the problem environment is full of wicked problems. As wicked problems cannot be solved generally, only temporal or within a specific context, a single strategy approach for a successful diffusion of the design artefact is not likely. Based on this, the scope of the realisation design for this study is limited to approaching the idea of informing (rather than solving) the problem of implementing an artefact built to satisfy the scenarios and the design artefact. Based on how the realisation design is deduced, and the nature of the design artefact, further evaluation at this point is not considered to be within the scope of the study. 7.3 Considerations on the research process The following sections reflect on how the research was planned and conducted. This involves the choice of methods and how the research community influenced the direction of the research study. Further, the methodological aspects of the case studies are discussed as well as aspects related to research evaluation. 7.3.1 Research questions and contributions Based on the tradition of the Information Systems research group as IDI, the design science approach for information systems research was chosen. Partial deliveries throughout the research process output would be treated as separate contributions. The contributions would further be made available as scientific knowledge and for the possible use by practitioners. As the domain of study is e-government, the academic target group is the e-government research community, and relevant practitioners are those working with various aspects of e-service development. The initial research questions were developed to support the design process while at the same time not dictate the nature of the design artefact. An immediate consequence was that the relative open initial research questions were interpreted and refined to a new understanding as the study progressed and as the various phases of the design process were completed. Looking back, some aspects of the research questions and contributions are discussed: i) Answers to several of the research questions are based on patterns of creativity combined with truths established as part of the study. A consensus-based evaluation of these preliminary outcomes can be counter-productive and restrictive for the final result. For RQ2 in particular, the established requirements are treated as axioms with respect to the remaining research questions. ii) Although it is not optimal for the design process, backward interaction between the research questions is inevitable using the current approach, as the search process for a design artefact that 82
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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
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Research method Other works discuss
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3 Business modelling and process su
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Business modelling and process supp
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Business modelling and process supp
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Page 70 and 71: Research publications Gustav Aagese
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Page 76 and 77: Contributions In considering the se
Page 78 and 79: Contributions 6.3.2 The participati
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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 88 and 89: Discussion and evaluation RQ4: What
Page 90 and 91: Discussion and evaluation The model
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Page 94 and 95: Discussion and evaluation We can on
Page 98 and 99: Discussion and evaluation can satis
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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
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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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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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