Title: Public eServices at Regional and Local Levels: Trends, Problems and Best Practice Contribution: IT Governance in eGovernment: Strategy
1Public eServices at Regional and Local
LevelsTrends, Problems and Best
PracticeContributionIT Governance in
eGovernmentStrategy Practice
- Prof. Dr. Eric Schoop, TU Dresden
- eric.schoop_at_tu-dresden.de
- Video Conference 2007-11-16 St. Petersburg
Tokio Dresden
2Background Tempus TACIS Project Integrative
Qualification in eGovernment (IQeG)
- Duration 2005-10 2006-10
- International Conference in St. Petersburg
2006-10-06 - Partners
- Higher education institutions
- Russia Saint Petersburg State University,
Graduate School of Management, Department of
Public Administration (GSOM) - Lithuania Vilnius University, Kaunas Faculty of
Humanities, Department of Informatics (VUKHF) - Germany Technische Universität Dresden,
Department of Business Management and Economics,
Chair of Information Management (TUD) - Public administration institutions
- Russia City of Saint Petersburg
- Lithuania City of Kaunas
- Germany City of Dresden
3Agenda
- Context
- Research and Teaching Focus
- Points of Contact with Public eServices
- Collaboration between
- Technische Universität Dresden
- IT Department of Dresden Municipality
- Discussion Points
4Focus of Business Informatics(Wirtschaftsinformat
ik)
- Business Informatics is a modern, integrative
business (not technical) discipline - Scientifical methodology influenced by
- Business Management
- Engineering
- Social Sciences
- Core objectives are
- Integration of real world objects and processes
- Integration of intra-organisational and
inter-organisational systems and processes - Integration of human and automated information
processing - Growing convergence of
- Information Management
- Knowledge Management
- Data Process Management
5IT-Governance New IT Management Requirements
- IT has to contribute to business success
- more flexible
- more direct and
- better measurable
- Change of perception
- from traditional cost center or service
provider - to value center or enabler
Business Strategy
IT Strategy
6Research Focus Knowledge Management, Technical
Communication eLearning
eLearning
KnowledgeManagement
Technical Communication
7Sales Market
Procurement Market
Labor Market
Services Market
External Corporate Communications
Public Relations
Integrated Corporate Communications
Information on ...
Structure
Aims
Methods Processes
Internal Corporate Communications
Products/Services
Controllable Communication Processes
Not controllable CommunicationProcesses
Top-Down (traditional staff communications,
directives, e.g. corp. newsletter)
Communication not related to work
Bottom-Up(modern principle of
participation,e.g. specific workshops,
communities)
Social human-humancommunication
In-Between(work- and process-relatedcommunicatio
n between staff members)
Bruhn, 1996, Satzger 2005
8Collaboration between TU Dresden and IT
Department of the City of Dresden
- TU Dresden contributes in the following areas
- Support of the development of the IT strategy of
Dresden Municipality - Empirical analysis of the potential of certain
citizen-related (external) services to become
eServices - IT related aspects (functionality, integration)
- Economical aspects (cost-benefit analysis)
- Psychological aspects (acceptance, barriers,
knowledge explication and sharing) - Service process modelling
- Support of the eService implementation
- Support of training of employees
- Development of eLearning courses
- Analysis of training demands
- Design of complex blended learning arrangements
9Concrete Examples
- Expert Advice for the Saxonian Ministry of
Internal Affairs - Success Factors Analysis of Document Management
System prototypes for Public Administration
(following the DOMEA standard) - Consultation for planned roll-out in whole Saxony
- Comparative Analysis of online Citizen
Communication from a semiotic viewpoint
(Hamburger Verständlichkeitsmodell Schulz von
Thun et al.) - City of Dresden, GER
- City of Kaunas, LT
- Process Models of specific eServices
- Online application for Kindergarten places
- Online reservation of sports complexes
- Online Training course for citizen employees
- Vacation planning and substitution process tool
10Discussion Points
- Selection of Services for eService implementation
- Business Process Cost Benefit Analysis
- Business Process Modelling (enhanced event
driven process chain eEPK - Scheer 1995) - Already implemented eServices
- See Dr. Breidungs presentation
- Main factors for success
- Employees participation
- Functioning of knowledge explication sharing
- Identifyable excess value for the citizens
and/or for the corporations - Tools for monitoring and evaluation of eServices
- Business Process Analysis
- Cost Benefit Analysis
- Sucess Factors Analysis
- Semiotic/Linguistic Communication Model (e.g.
Hamburger Verständlichkeitsmodell) - Public surveys