Business Intelligence to Improve the Quality of Local Government Services - Case-study in a Local Government Town Hall

Abstract

The use of business intelligence (BI) systems by organizations is increasingly considered as an asset, which goal is to provide access to information in a timely manner in order to support the decision-making process. However, in specific cases such as local government organizations, there are very specific challenges. Some of them like privacy rights and applicable law compliance must be carefully observed, making the necessary adaptations of these BI solutions. The developed solution brings some important contributions and represents some advances in the eGovernment context applied to local governments where the information is normally used/stored are not normalized and pre-defined. Being this a big barrier to development of this type of solutions, the developed architecture is prepared to improve the data quality and avoid this type of mistakes. This paper presents an architecture of a BI platform on a local government organization, geared towards the improvement of citizen offered services quality and efficiency maximization, thus contributing for cost reduction to the taxpayer.

A decade of Portuguese research in e-government: evolution, current standing, and ways forward

“…It is worth noting the significant weight of documents that propose new models, systems or methods when compared with the number of studies based on empirical data. (Campos and Soares, 2014;Costa et al, 2010;Dias and Rafael, 2007;do Nascimento et al, 2005;Filho and Ribeiro, 2014;Gaaloul et al, 2014;Gomes et al, 2011Gomes et al, , 2012Gomes and Ribeiro, 2009;Irani et al, 2010;Luján-Mora and Masri, 2012;Maciel et al, 2009a;Marques et al, 2011Marques et al, , 2012Marques et al, , 2013Olmstead et al, 2007;Pedrosa et al, 2013;Rodrigues et al, 2010a;Sanz et al, 2010;Tavares and Oliveira, 2014;Tavares, 2008;Tavares and Silva, 2006;Teixeira et al, 2014;Vieira et al, 2011) Case study 13 19 (Aveiro and Pinto, 2013;Becker et al, 2011;Dias and Narciso, 2010;Maciel et al, 2009bMaciel et al, , 2010Pinto and Aveiro, 2014;Rocha and Sá, 2014;Rosa et al, 2013;Rocha, 2012, 2013;Santos et al, 2013;Tsaravas and Themistocleous, 2011) Content analysis 9 13 (Aleixo et al, 2012;Dias and Costa, 2013;Dias and Gomes, 2014;…”

“…Thus, there is good topic coverage, including several relevant e-government concerns: strategies and methodologies for -government, key factors, quality of what is offered to citizens, citizens' involvement and participation, e-government impacts, interoperability, back-office processes, and security. Santos, 2008;Rocha, 2012, 2013;Sanz et al, 2010) Quality, accessibility and usability 9 13 (Aleixo et al, 2012;Luján-Mora and Masri, 2012;Polónia et al, 2014;Ribeiro, 2011;Rodrigues et al, 2010b;Sá et al, 2014aSá et al, , 2014bSanz et al, 2010;Silva et al, 2006) Back-office processes, workflows, and knowledge/data management 7 10 (Afonso et al, 2014;Becker et al, 2011;do Nascimento et al, 2005;Rodrigues et al, 2010b;Tavares, 2008;Teixeira et al, 2014;Vieira et al, 2011) Marketing, transparency, and public participation 7 10 (Irani et al, 2010;Lapão et al, 2007;Lourenço et al, 2014;Maciel et al, 2009aMaciel et al, , 2009bMaciel et al, 2010;Tavares and Silva, 2006) Administrative and socioeconomic impacts Table 4 Frequency and percentage of topics categories addressed by the selected documents (continued)…”

A data warehouse hybrid design framework using domain ontologies for local good-governance assessment

“…Teixeira et al (2014) offer an architecture for the implementation of a DW platform for local government institutions to improve the quality of citizens’ services and maximize their efficiency. The proposed architecture puts attention on activities related to citizen interaction and all the services involved in this interaction, supporting the single point of contact and all the back-office activities within Guimarães Town Hall, a municipality in Northern Portugal.…”