|
Abstract : |
Many authorities have started to use web sites to provide services based on transactions. The guiding vision is often a process portal for citizens that provides access to the countless variations of administrative processes (transactions). But connecting the portal?s functionality with internal IT supported processes of the various administrative units is not only a technical challenge. As expectations towards complex online services rise, innovations in process automation need to be combined with maintaining and/or enhancing service quality. In this paper, we follow service as the guiding vision and try to explore what it needs to enable the service providers (governmental institutions and private partners) to fulfill their mission, i.e. the satisfaction of citizens? needs and concerns. Based on an e-service implementation in the city state of Hamburg, we suggest the serviceflow management approach to model patterns of consecutive service points as well as to represent individual process information using XML. Focussing on transparency for citizens, flexibility for staff, and synergy within provider networks, we claim that reaching a serviceflow management agreement improves the service quality beyond delivering e-government functions. 1. Service for Citizens in an E-Business World Services based on transaction processes usually establish some sort of service relation beyond simply providing access to information. At first we analyze the special requirements for those services from the citizens ? point of view. Then, taking the providers ? perspective, we introduce the serviceflow management approach to meet those requirements. The approach suggests modeling patterns of consecutive service points as well as representing, |
