Toward a framework for customizing the public services

R. Haque, Y. Taher, I. Richardson, W.J.A.M. van den Heuvel, S. Koussouris

    Research output: Chapter in Book/Report/Conference proceedingConference contributionScientificpeer-review


    Processes are the primary constituents of public services and as such demand the completeness to achieve the goal of services. Ensuring the completeness of processes is a challenging task because, in recent days, they entail multiple views stemming from distinctive fields. It requires forming teams that combine deep technical and programming knowledge with business experts. These teams of experts are enormously expensive. Besides, increasingly, the public service organizations realize the need to deliver public services more quickly and personalized to the requirements of local communities or citizens. The service organizations may achieve rapid delivery of services either by hiring a team of experts or by using a solution that underpins the local (human) resources that are non IT-experts to customize the reusable processes that encapsulate services. The former is not an ideal option for many public service organizations owing to the cost. In case of latter, unfortunately, there is no suitable solution available that can guide non IT-experts to customize processes. Thus, it is the aim of this research to deliver a framework that allows non IT-experts to customize the prefabricated and reusable end-to-end processes by parameterizing the services. This customization revolves around the reference guidelines that underpin accommodating multiple-views in a process in a consistent manner.
    Original languageEnglish
    Title of host publicationProceedings of the International Conference on Information Technology and Electronic Services (ICITeS' 2011)
    Place of PublicationSousse
    Publication statusPublished - 2011


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