Business Process Based Analysis for e-GovernmentServices Improvement

Abstract

According to European and National studies Information and Communication Technologies in Public Administrations are mature enough to offer e-government services to citizens, business and other Public Administrations. Nevertheless a different perception is evident if e-government effectiveness, i.e. real usage by citizens, is considered. It seems to us that in the development of e-government solutions the focus has been put too much on technological aspects often forgetting to involve relevant stakeholders and domain-dependent requirements. Starting from a quality framework for Business Processes Management, which permits to assess a software system implementation with respect to a set of quality attributes related to cooperation and sharing that we had previously defined, we conducted a systematic survey considering eight case studies from different Italian administrative regions. The survey and the obtained results show the importance of putting in place a systematic analysis and assessment approach within Public Administrations to enable informed e-government development via a plan-do-check-act paradigm.