Electronic business invading the public sector: considerations on change and design

The Myths of E-Government: Looking Beyond the Assumptions of a New and Better Government

“…In many publications e-government is portrayed as a vehicle for fostering customer-orientation in public agencies (Layne & Lee, 2001;OECD, 2003;Roy, 2002;United Nations & American Society for Public Administration, 2003;Wimmer, Traunmüller, & Lenk, 2001). The emphasis is primarily on designing and implementing front office electronic communication channels, which enable agencies to communicate electronically and unequivocally with citizens and businesses.…”

Online One-Stop Government

“…This phase is the most complex and complicated phase within the four stages, since it has to realise different types of processes from simple and well structured routine processes to weakly structured processes of decision making and negotiation (cf. [11], [18]). 4.…”

“…Currently, we are still far away from such next generation virtual administrations reachable with a few simple mouse-clicks. This may be due to many aspects that still need clarification [18]: setting up the appropriate legal grounding, adjusting the access rights and access mode to highly sensitive data (which is not just a matter of security, but also of pUblic-private and public-public partnerships, of the current laws, of the heterogeneity of systems and data formats, etc. ), justifying red tape problems, and so on.…”

Service flow management: caring for the citizen's concern in designing e-government transaction processes

“…Based on these serviceflow patterns, the organizational units involved can (1) share domain knowledge, establish new norms for transaction and make them public (cf. [24]) as well as (2) pass on information (also to the citizen, if appropriate) about the state of each individual and personalized transaction process which, of course, may deviate from the modeled serviceflow pattern.…”