Abstract
Purpose: The paper points out a novel approach to e-Government back-office reengineering based on creating a Shared-Services Center at the sectorial level. Design/Methodology/Approach: To prove the Shared-Services Center as a proper solution for e-Government back-office reengineering, the authors used the case study of the Housing Facilities Sector in the Republic of North Macedonia. The research process follows Kettingers et al.'s framework of IT-enabled change with a holistic data-driven approach. Findings: The study indicates a complex information flow between stakeholders, an abundance of the same information and data collected from local stakeholders, and enormous citizen and institutional burden. The e-Government back-office reengineering solution for the specific case study based on creating a Shared-Services Center overcomes the problem of data redundancy, radically simplifies the information flow, and reduces citizen burden in line with the "Once-Only" principle. Practical Implications: The paper shows that by observing the network of all relevant stakeholders at the sectorial level, based on the information flow of core data, back-office problems can be identified, whereby the Shared-Services Center proves itself as a suitable solution. It may be a prerequisite for further studies on back-office process reengineering at the sectorial level. Originality/Value: Publications concerning back-office research at the sectorial level and, as in our case, within the House Facility Sector are almost non existing in scientific literature. Considering that there is a lack of analyses based on information flow and visualization of the information-flow network at the sectorial level (before and after the reforms), this paper will add original value to scientific literature.
Highlights
More than a quarter of a century, governments worldwide made severe attempts to become better governments by introducing Information and Communication Technologies (ICTs) in their work
This paper discusses the idea of adaptation of an Shared-Service Center (SSC) in a specific segment of the Macedonian public administration – the Housing Facilities Sector (HFS), to consolidate the backoffice at the local level and open possibilities for achieving the “Once Only” Principle
Mimoza Bogdanoska Jovanovska, Natasa Blazeska-Tabakovska, Dragan Grueski tion as further research is related to shared services as ICT solution for data collection that is the function that needs to be shared (Fielt et al, 2014), it is the back-office solution at one government level but with implication at all government levels (Joha and Janssen, 2011) and it point out that this business model application at public sector contributes for back-office reengineering (Janssen et al, 2008; Modrzyéski, 2020; McIvor et al, 2011)
Summary
More than a quarter of a century, governments worldwide made severe attempts to become better governments by introducing Information and Communication Technologies (ICTs) in their work. ICTs have an important role they serve as a tool for replacing the traditional with an electronic way of working. They are a significant driving force towards providing new structural and process-oriented changes in governments’ functioning, widely known as e-Government. 217), and that is why they need to face significant front- and back-office reforms, which include transferring existing paper-based processes on an electronic platform and reengineering the process that drives public administration in the process of service delivery. The reforms should transform the traditional government and its “institution-centric” model into a “citizen-centric” model by interconnecting public institutions, which, in turn, leads to an increased level of effectiveness and efficiency of their functioning (Cshhabra and Kumar, 2009 p.1-16)
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