Title: Integrating information architecture and process management: experiences from the development of a digital safe by the Dutch Inland Revenue Service

Authors: Marijn Janssen, Mirjam Kars, Anne Fleur Van Veenstra

Addresses: Faculty of Technology, Policy and Management, Delft University of Technology, Jaffalaan 5, NL-2628 BX Delft, The Netherlands. ' Faculty of Technology, Policy and Management, Delft University of Technology, Jaffalaan 5, NL-2628 BX Delft, The Netherlands. ' Faculty of Technology, Policy and Management, Delft University of Technology, Jaffalaan 5, NL-2628 BX Delft, The Netherlands

Abstract: The creation of integrated service delivery requires the design of complex information architectures and involves stakeholders having different objectives and various degrees of technological readiness. In this paper we derive experiences from the development of the digital safe facility by the Dutch Inland Revenue Service. This facility will become part of the infrastructure supporting a joined-up government. We present the design process of the information architecture of this facility to highlight a number of architectural and process management experiences. Overall, we found that information architecture is multifaceted and a negotiated artefact. Specifically, architecture should not only provide an overview of the dependencies between systems, but also act as communication instrument to support decision making. Process management arrangements defining clear responsibilities and the positioning of organisations as follower or as leader can significantly speed up the design process.

Keywords: information architecture; process management; integrated service delivery; e-government; electronic government; digital safe; enterprise application integration; EAI; The Netherlands; Dutch IRS; inland revenue service.

DOI: 10.1504/IJTPM.2007.015171

International Journal of Technology, Policy and Management, 2007 Vol.7 No.4, pp.378 - 395

Published online: 20 Sep 2007 *

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