Title: Service supply chain management in e-government operations

Authors: Roula Michaelides, Dennis Kehoe

Addresses: e-Business Division, Management School, The University of Liverpool, Liverpool L69 7ZH, UK. ' e-Business Division, Management School, The University of Liverpool, Liverpool L69 7ZH, UK

Abstract: This paper describes a case study looking at community care operations, as the first tier of a services supply chain in the government, provided by a private company. The research will focus on the application of internet technologies to enable a more effective use of the operational resources of the private care service provider. This paper also describes the benefits of using a web-enabled prototype in terms of achieving the transparency of information relating to care worker availability thus achieving a fast acceptance of the referred clients. A description of the redesigned business processes of the company to enable inclusive of working with the local authorities is also included here. This is essential to maximise value for money, improve competitiveness as well as client care quality. The core business operations supported by the solution are scheduling of care workers, automatic generation of care worker schedules, payment of care workers and the invoicing of the local authority process.

Keywords: e-government; electronic government; business service operations; operational system models; information system models; supply chain management; SCM; community care; internet; private care service providers; web services; business process redesign; scheduling; care workers; operations management; e-services; electronic services.

DOI: 10.1504/IJSTM.2006.010049

International Journal of Services Technology and Management, 2006 Vol.7 No.3, pp.237 - 252

Available online: 09 Jun 2006 *

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