By Marijn Janssen, Winfried Lamersdorf, Lalit Sawhney, Leon Strous (auth.), Marijn Janssen, Winfried Lamersdorf, Jan Pries-Heje, Michael Rosemann (eds.)

ISBN-10: 3642153453

ISBN-13: 9783642153457

ISBN-10: 3642153461

ISBN-13: 9783642153464

This e-book constitutes the refereed lawsuits of the IFIP TC eight foreign convention on E-Government and E-Services, EGES 2010 and the IFIP TC eight overseas convention on worldwide details structures strategies, GISP 2010, held as a part of the twenty first global machine Congress, WCC 2010, in Brisbane, Australia, in September 2010. The 12 revised complete papers provided at EGES have been rigorously reviewed and chosen from a variety of submissions. The papers are geared up in topical sections on interoperability, participation, adoption and diffusion, back-end transformation, and new purposes. The 6 revised complete papers awarded at GISP have been rigorously reviewed and chosen from thirteen submissions. they're equipped in components: international case stories on strategy layout concerns with 4 papers protecting the contextual settings of Singapore, Kuwait, Finland and South Africa, and globalized technique layout with papers facing the calls for of huge scale technique versions and a technique layout undertaking overlaying continents.

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Additional resources for E-Government, E-Services and Global Processes: Joint IFIP TC 8 and TC 6 International Conferences, EGES 2010 and GISP 2010, Held as Part of WCC 2010, Brisbane, Australia, September 20-23, 2010. Proceedings

Example text

The level of process transparency exposed could depend on the requested or necessary involvement of the different actors as well as the nature of the service provided. In its simplest form, the process view provided to the citizen can be limited to a calendar with the planned occurrence of events with event descriptions, deliveries and locations. And for the citizen, some of the bureaucratic elements of a single process might be more confusing than helpful, and might be better left out of the process-view of the citizen.

On the instancelevel this trial and error might prove more fruitful, since one can assume that the user has knowledge of the instance and can supply data relevant to the trial and error simulation. This would involve measuring the process outcomes in form of delay and cost by alternating process flow. As for government agencies responsible for later steps in the process chains, the forecasting element is based on current active use of services qualifying for entrance to the services provided by that particular provider.

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 citizencentric process views, a conceptual architecture providing channel independent support for knowledge management and monitoring of cross-organizational service delivery in transformational government.

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E-Government, E-Services and Global Processes: Joint IFIP TC 8 and TC 6 International Conferences, EGES 2010 and GISP 2010, Held as Part of WCC 2010, Brisbane, Australia, September 20-23, 2010. Proceedings by Marijn Janssen, Winfried Lamersdorf, Lalit Sawhney, Leon Strous (auth.), Marijn Janssen, Winfried Lamersdorf, Jan Pries-Heje, Michael Rosemann (eds.)


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