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 puttingin place a systematic analysis and assessment approach within Public Administrations to enable informed e-government development via a plan-do-check-act paradigm.
Index Terms—Business Process Management, e-government service, Quality, Information Systems.
Re Barbara is with University of Camerino (barbara.re @unicam.com).
Cite: Corradini Flavio, Falcioni Damiano, Polzonetti Alberto, and Re Barbara , " Business Process Based Analysis for e-Government Services Improvement ," International Journal of Innovation, Management and Technology vol. 3, no. 5, pp. 594-599, 2012.