Multi-channel Provisioning of Public Services Gustav Aagesen Department of Computer and Information Science Norwegian University of Science and Technology 1
Outline of the talk Background and motivation Research goal Design science research approach Research process Research questions (RQ) Research publications (P) Research contributions (C) Proposed further work Summary and implications 2
Background & motivation IT-supported public service provisioning Use of Internet and the world wide web External requirements and customer expectations Responsiveness to change The technology component of serviceproviding systems should not be considered as the barrier for change 3
Research goal Going from My Page to My Processes - My information - Find services (tjenester.norge.no) - Multi-channel - Citizen-centric - Demand driven - Process-oriented Pieterson, W. and van Dijk, J. (2006) Governmental service channel positioning: History and strategies for the future, In: Wimmer, M.A., Scholl, H.J., Grönlund, Å. and Andersen, K.V. (eds.) Proceedings of the 5th International Conference on Electronic Government (EGOV 2006), Krakow, Poland, September 4-8 2006, Lecture Notes in Computer Science 4084, Springer, Berlin/Heidelberg, pp. 53-59 4
Research method Hevner, A.R. (2007) A three-cycle view of design science research, Scandinavian Journal of Information Systems, 19(2), pp. 87-92 Hevner, A.R. and March, S.T. and Park, J. (2004) Design research in information systems research, MIS Quarterly, 28(1), pp. 75-105 5
Study overview Legend: 6
Research Questions RQ1 How to define a model that describes the relationship between important concepts influencing service provisioning which can be used as a basis for understanding the e-government domain? RQ2 What are the requirements to a future process support system for public service provisioning? RQ3 How to apply the description of process work within the context of enterprises as a basis for a design artefact, i.e. a conceptual process work model, which meets the requirements to future infrastructures for public service provisioning? RQ4 What is the maturity of the available affordances supporting the realisation of the proposed artefact? RQ5 Assuming the realisation of the proposed artefact, how to conceptualise the needed governance? 7
RQ1 How to define a model that describes the relationship between important concepts influencing service provisioning which can be used as a basis for understanding the e-government domain? Contribution Paper P1 C1 8
RQ2 What are the requirements to a future process support system for public service provisioning? Future scenarios (C2) My processes (PAIS) Multi-role view of the citizen Innovation toolkits (von Hippel) Virtual organisations Citizen as an electronic entity Requirements for an e-service infrastructure (C3) Multi-channel provisioning Participating citizen Transparency and transformation Local services in a global setting Process support P1 P3 P4 C2 C3 von Hippel, E.A. (2005) Democratizing Innovation, MIT Press, Cambridge 9
RQ3 How to apply the description of process work within the context of enterprises as a basis for a design artefact, i.e. a conceptual process work model, which meets the requirements to future infrastructures for public service provisioning? National e-service infrastructure (C4) Conceptual model Service and network viewpoint Evaluation Conceptual Informed argument Demonstrator case study (P8) Related work Schroth and Schmid (2008); Dais et al. (2008); Overbeek et al. (2009); Dais, A., Nikolaidou, M., Alexopoulou, N. and Anagnostopoulos D. (2008) Introducing a public agency networking platform towards supporting connected governance, In: Wimmer, M.A., Scholl, H.J. and Ferro, E. (eds.), Proceedings of the 7th International Conference on Electronic Government (EGOV 2008), 31 August 5 September 2008, Torino, Italy, Lecture Notes in Computer Science, Vol. 5184, Springer-Verlag, Berlin/Heidelberg, pp. 375-387 Overbeek, S., Klievink, B. and Janssen, M.A. (2009) Flexible, event-driven, service- oriented architecture for orchestrating service delivery. IEEE Intelligent Systems, 24(5), pp. 31-41 P3 P4 P8 Schroth, C. and Schmid, B. (2008) A Modular Reference Architecture Framework for Electronic Cross-Organizational Interoperation, In: Wimmer, M.A., Scholl, H.J. and Ferro, E. (eds.), Proceedings of the 7th International Conference on Electronic Government (EGOV 2008), 31 August - 5 September 2008, Torino, Italy, Lecture Notes in Computer Science, Vol. 5184, Springer-Verlag, Berlin/Heidelberg, pp. 303-314 C4 10
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RQ4 What is the maturity of the available affordances supporting the realisation of the proposed artefact? Purpose: Inform design Case studies in the problem environment Case handling for planning and zoning (Sectoral) (P5) Service development in Altinn 2 (National) (P6) Information systems knowledge base Business Process Modelling Notation (P2) Flexibility and process aware information systems (P9) 14 P2 P5 P6 P9 Hallerbach, A. and Bauer, T. and Reichert, M. (2010) Configuration and Management of Process Variants., Handbook on Business Process Management 1, Introduction, Methods and Information Systems, Series: International Handbooks on Information Systems, Brocke, Jan vom; Rosemann, Michael (Eds.) C4
RQ5 Assuming the realisation of the proposed artefact, how to conceptualise the needed governance? P5 P6 P7 C5 15
Proposed further work (I) Service primitives FW1 What are the common service interactions and tasks, as a basis for service primitives in the context of public service provisioning, which can be used in the modelling of process work based on an interactive modelling approach? FW2 What is the appropriate level of detail of the identified service primitives with regards to reuse, and complexity of configuration, and appropriateness on the level of the domain, organisation, and modeller? 16
Proposed further work (II) Service process model configuration management FW3 How is it possible to support distributed collaborative editing of interactive process models using a domain specific modelling approach? FW4 How is it possible to implement process logging, using the occurrence of events, to maintain process state for interactive processes in a multi-actor service network? 17
Proposed further work (III) Validation of artefact agility FW5 What are the generic type-wise changes to public service provisioning, having an origin both internal and external to the service, which have consequences for the planned service provisioning? FW6 How to construct scenarios for citizen-centric and demand driven public service provisioning, based on the proposed artefact, as a basis for demonstrating the agility of the design artefact? 18
Summary and implications Contributions C1: A model for describing the dynamics of e-government C2: Future scenarios for citizen-centric and demand driven public services C3: Requirements for an e-service infrastructure for public service provisioning C4: A conceptual design for a national e-service infrastructure. C5: A conceptual e-service governance model. Proposed further work Method and limitations Implication of work 19
P1 Gustav Aagesen and John Krogstie (2011) Service delivery in transformational government Model and Scenarios, Electronic Government, an International Journal (EG), Special Issue on: E-Government: Past, Present, and Future, 8 (2/3), pp. 242-258 P2 Gustav Aagesen and John Krogstie (2010) Analysis and design of business processes using BPMN, In: vom Brocke, J. and Rosemann, M. (eds.), Handbook on Business Process Management 1, Introduction, Methods and Information Systems, Series: International Handbooks on Information Systems, ISBN: 978-3- 642-00415-5, Springer-Verlag, Berlin/Heidelberg, pp. 213-235 P3 Gustav Aagesen (2009) Citizen-centric process views for government service provisioning, Norsk Konferanse for Organisasjoners Bruk av IT, Tapir Forlag P4 Gustav Aagesen and John Krogstie (2010) Providing adaptive and evolving government e-services through citizencentric process views In: Janssen M., Lamersdorf, W., Pries-Heje, H. and Rosemann, M. (eds.), E-Government, E- Services and Global Processes, IFIP AICT 334, 2010, Springer-Verlag, Berlin/Heidelberg, pp. 32-45 P5 Gustav Aagesen and John Krogstie (2010) Investigating requirements for transformational government information infrastructures. The case of the approval process for building applications, European Conference on e- Government, National Centre for Taxation Studies, University of Limerick, Ireland. P6 Gustav Aagesen and John Krogstie (2010) Service development for national government information infrastructures The case of Norway, IFIP E- Government Conference 2010, Lausanne, Switzerland. P7 Gustav Aagesen, Anne Fleur van Veenstra, Marijn Janssen, and John Krogstie (2011) The entanglement of enterprise architecture and IT-governance: Thecases of Norway and the Netherlands, 44th Annual Hawaii International Conference on System Sciences (HICSS 11) P8 Gustav Aagesen and John Krogstie (2011) Citizen centric public service provisioning - A conceptual approach for next generation information infrastructures, 5th International Conference on Methodologies, Technologies and Tools enabling e -Government, 30 June - 1 July 2011, Camerino, Italy P9 Gustav Aagesen and John Krogstie (2010) Public service provisioning and ICT development. Synchronising the flexibility of organisations and ICT, Norsk Konferanse for Organisasjoners Bruk av IT, Tapir Forlag THANK YOU. 20