Service Oriented E-Government

Abstract

Due to different directives, the growing request for citizen-orientation, improved service quality, effectiveness, efficiency, transparency and reduction of costs, as well as administrative burden public administrations apply increasingly management tools and IT for continual service development and sustainable citizens’ satisfaction. Therefore public administrations implement always more standard based management systems, such as quality ISO9001, environmental ISO 14001 or others. Due to this situation we used in different case studies as basis for e-government a the administration adapted, holistic administration management model to analyze stakeholder requirements and to integrate, harmonize and optimize services, processes, data, directives, concepts and forms. In these case studies the developed and consequently implemented holistic administration management model promotes constantly over more years service effectiveness, citizen satisfaction, efficiency, cost reduction, shorter initial training periods for new collaborators, employee involvement for sustainable citizen-oriented service improvement and organizational development.