Providing Adaptive and Evolving Government e-Services through Citizen-Centric Process Views

Abstract : As users of government services, citizens spend much of their time in transit between government agencies acting in different roles with varying responsibilities. Government agencies are providers of services virtually connected, but with limited actual integration in practice. We believe that by allowing citizens more direct access to ongoing processes in which they are involved, it could improve service delivery from the perspective of citizen and the government organization alike. In this paper we discuss the concept of citizen-centric process views, a conceptual architecture providing channel independent support for knowledge management and monitoring of cross-organizational service delivery in transformational government. We will set the stage for the discussion of requirements for the next generation government infrastructures and the surrounding organizations in order to support delivery of adaptive and evolving government services.
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Marijn Janssen; Winfried Lamersdorf; Jan Pries-Heje; Michael Rosemann. Joint IFIP TC 8 and TC 6 International Conferences on E-Government, E-Services and Global Processes (EGES) / Global Information Systems Processes (GISP), / Held as Part of World Computer Congress (WCC), Sep 2010, Brisbane, Australia. Springer, IFIP Advances in Information and Communication Technology, AICT-334, pp.32-45, 2010, E-Government, E-Services and Global Processes. 〈10.1007/978-3-642-15346-4_4〉
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Gustav Aagesen, John Krogstie. Providing Adaptive and Evolving Government e-Services through Citizen-Centric Process Views. Marijn Janssen; Winfried Lamersdorf; Jan Pries-Heje; Michael Rosemann. Joint IFIP TC 8 and TC 6 International Conferences on E-Government, E-Services and Global Processes (EGES) / Global Information Systems Processes (GISP), / Held as Part of World Computer Congress (WCC), Sep 2010, Brisbane, Australia. Springer, IFIP Advances in Information and Communication Technology, AICT-334, pp.32-45, 2010, E-Government, E-Services and Global Processes. 〈10.1007/978-3-642-15346-4_4〉. 〈hal-01054635〉

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