Since 1994, when started the commercial use of the Internet, several manners of doing business emerged around the world. Following this trend, governments started using new tools from the Information and Communication Technologies (ICT), giving raise to the e-government area. In this paper, recent evaluation reports about government portals from all over the world are summarized. They show that there are still much work to be done to attain a high-level of integration and quality of services. Then, a new approach is proposed to e-government initiatives, introducing the concept of Governmental Key Business Processes (G-KBP) that is based on process modeling techniques and modern public administration concepts. This proposal may be used as a guideline to the construction and maintenance of highly integrated egovernment environments. INTRODUCTIONThe emergence of Internet enabled a low cost of information sharing and dissemination, independent of the existing distance between the producer and the consumer of the information. This new environment allowed access of a growing number of citizens and customers to new kinds of businesses that has been continuously revealed. This novelty is changing the environment where corporations, governments and communities interact. The changes are, especially, in the way information is received, processed, sent and stored. In this new environment, speed, flexibility and innovation are essential.Abstract:

Work in organizations requires a minimum level of consensus on the understanding of the practices performed. To adopt technological devices to support the activities in environments where work is complex, characterized by the interdependence among a large number of variables, understanding about how work is done not only takes an even greater importance, but also becomes a more difficult task. Therefore, this study aims to present a method for modeling of work in complex systems, which allows improving the knowledge about the way activities are performed where these activities do not simply happen by performing procedures. Uniting techniques of Cognitive Task Analysis with the concept of Work Process, this work seeks to provide a method capable of providing a detailed and accurate vision of how people perform their tasks, in order to apply information systems for supporting work in organizations.

This paper aims at presenting a case study on the use of human factors and ergonomics to enhance requirement specifications for complex sociotechnical system support tools through enhancing the understanding of human performance within the business domain and the indication of high‐value requirements candidates to information technology support. This work uses methods based on cognitive engineering to build representations of the business domain, highlighting workers’ needs, and contributing to the improvement of software requirements specifications, used in the healthcare domain. As the human factors discipline fits between human sciences and technology design, we believe that its concepts can be combined with software engineering to improve understanding of how people work, enabling the design of better information technology.

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In this paper we propose an approach for the enhancement of software requirements specifications by combining human factors and requirements engineering concepts. The approach we propose uses cognitive engineering methods to increase understanding about how professionals perform complex work, taking into account the cognitive effort made by workers. We employed the suggested the approach in the context of a primary health care facility in Brazil to demonstrate that including human factors models improved the understanding of context, decision making and informal knowledge, enhancing software requirements specifications. Our results point out that a richer set of requirements was obtained, increasing the reliability of requirements specifications, enabling the design of better information technology to support work in the primary health care facility.