Authors: Gustav Aagesen, John Krogstie
Addresses: Department of Computer and Information Science, Norwegian University of Science and Technology, NO-7491 Trondheim, Norway. ' Department of Computer and Information Science, Norwegian University of Science and Technology, NO-7491 Trondheim, Norway
Abstract: By formalising the processes related to government service provisioning, it is possible to identify best practice, rooms for improvement and potential for added service value. Work supported by ICT has the potential of increased efficiency and control, but there is also danger of locking down to a sub-optimal service delivery with low flexibility. Through experimental methods and supported by case studies, we have established a model to aid the conceptual understanding of the dynamics of modern government service delivery. In light of this model, scenarios for service-centric and citizen-centric delivery of government services are presented. The paper describes areas crucial to government service delivery and its supporting tools, methods and infrastructure for processes work in the transformational government scenario.
Keywords: transformational government; service delivery; process modelling; infrastructure; inter-organisational collaboration; best practice; added value; ICT; information technology; communications technology; increased efficiency; sub-optimal delivery; low flexibility; modern government; service-centric delivery; citizen-centric delivery; government services; electronic government; e-government; t-government.
Electronic Government, an International Journal, 2011 Vol.8 No.2/3, pp.242 - 258
Published online: 21 Apr 2011 *Full-text access for editors Full-text access for subscribers Purchase this article Comment on this article