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Part 3: Service Design and ImprovementInternational audiencePublic administration is under pressure to work more effectively and increase effectiveness with regards to internal administrative processes as well as level of service towards citizens. This paper identifies process management challenges encountered in Swedish municipalities and provides concrete examples of consequences of these challenges by using a bottom up approach. It is done by using a common public service process and a mobile solution as platform for discussions with municipal officials working with the process. To categorise the challenges they are grouped into six core categories of business process management, which provide a picture of challenges that municipalities face today. Results show that Swedish municipalities face challenges in all categories and that it was not possible to design a generic process for the analysed service. To initiate work with improving process maturity in local governments the bottom up approach used was found successful

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Enterprise Resource Planning (ERP) Systems are standardized software packages intended to support the majority or all of an organization's processes. Customization of an ERP system is usually required to achieve fit between system and business processes of an organization. Customization options ranges from setting parameters in the system to developing new functionality by modifying source code. Models describing customization options are a decade old. Since then, the trend is for ERP systems to become more flexible. The feasibility of customization is facilitated and new options for customization are made available. Through in depth interviews, this research identifies a need for revising existing models. Presents necessary changes and proposes new customization options that should be included in a new model. There is also a need for customization models for different types of ERP systems. This paper therefore also contributes with describing how customization of cloud ERP relates to existing models.

Process orientation and e-services have become essential in revitalizing local government. Although most municipalities offer similar services there is little reuse of e-services or underlying process models among municipalities. Configurable process models represent a promising solution to this challenge by integrating numerous variations of a process in one general model. In this study, design science is used to develop a configurable process model to capture the variability of a number of different processes. The results include a validated configurable process model for social services, a benefits analysis and directions for future development. Although the results are perceived useful by municipal officials, there are several challenges to be met before the benefits of configurable process models are fully utilized.

With a shift in the architecture for the design and delivery of information systems (IS), new business models are emerging. Professional analysts predict that by the end of 2012, a majority of all enterprise-wide information systems will be delivered by a business model dominated by services rather than by on-site installations. This paper reports on a research project conducted between 2009 and 2011 that involved case studies of Enterprise Resource Planning (ERP) systems delivered according to a Software as a Service (SaaS) logic. Using a business model ontology, 10 case studies in the Swedish ERP market were conducted and analyzed. After constructing generic business models that explain two types of vendors in the market—the Incumbents (the traditional ERP vendors) and the Challengers (the new SaaS ERP vendors)—a discussion follows, based on institutional logic, which examines how these two groups of vendors adapt the dominant institutional logic. As the results show, both vendor groups hybridize their business models using the other’s institutional logic. At the same time, the vendors differentiate themselves as they try to establish the dominance of their own logic

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