Providing Adaptive and Evolving Government E-Services through Citizen-Centric Process Views

Abstract

Abstract. As users of government services, citizens spend much of their time in transit between government agencies acting in different roles with varying responsibilities. Government agencies are providers of services virtually connected, but with limited actual integration in practice. We believe that by allowing citizens more direct access to ongoing processes in which they are involved, it could improve service delivery from the perspective of citizen and the government organization alike. In this paper we discuss the concept of citizencentric process views, a conceptual architecture providing channel independent support for knowledge management and monitoring of cross-organizational service delivery in transformational government. We will set the stage for the discussion of requirements for the next generation government infrastructures and the surrounding organizations in order to support delivery of adaptive and evolving government services.