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INTRODUCTION
e-Government is the use of information and communication technologies in Public Administrations combined with organizational change and new skills in order to improve public services and democratic processes and strengthen support to public policies Commission of the European Communities (2003) e-Government contributes to the public service delivery where a collection of business activities and informative resources become available through the usage of ICT Public Administrations deliver many electronic services that are seldom used
SOME REFERENCES
e-Government Benchmarking Report published in November 2009 shows that 83% of basic services are available on-line [*] and the number of services drastically increased with respect to the results of a similar survey conducted in 2007 (76%) [**] and 2006 (60%) [***]
*. Colclough, G. & Tinholt, D. Smarter, faster, better e-Government - 8th Benchmarking Measurement Prepared by: Capgemini, RAND Europe, IDC, SOGETI and DTi. For: European Commission Directorate General for Information Society and Media, 2009 **. Colclough, G.: The user challenge benchmarking the supply of online public services - 7th measurement. Technical report, Prepared by: Capgemini For: European Commission Directorate General for Information Society and Media (2007) ***. Wauters, P., Colclough, G.: Online availability of public services: How is Europe progressing? web based survey on electronic public services report of the 6th measurement June 2006. Technical report, Prepared by: Capgemini For: European Commission Directorate General for Information Society and Media (2006)
Eurostat investigation shows that e-government usage by individuals percentage of individuals aged 16 to 74 using the Internet for interaction with public authorities - in EU members in 2008 is 32% and it is decreased with respect to the result of 2007
E-GOVERNMENT
E-GOVERNMENT
USAGE
ON-LINE AVAILABILITY
Percentage of online availability of 20 basic public services The indicator shows the percentage of the 20 basic services which are fully available online i.e. for which it is possible to carry out full electronic case handling
BY INDIVIDUALS
e-Government usage by individuals by gender Percentage of individuals aged 16 to 74 who have used the Internet, in the last 3 months, for interaction with public authorities
http://epp.eurostat.ec.europa.eu/portal/page/portal/information_society/introduction
STARTING POINT
Practical experiences and researches confirm that users acceptance is not guaranteed per se. Public approval is quite often below what developers expected in other words citizens do not use e-government services just because they are available [*]
[*] Bavec, C.: On stimulus for citizens use of e-government services. In: International Multiconference on Computer Science and Information Technology. (2008)
Most of the European Countries e-government projects are predominantly politically and not economically, socially or organizational driven [***]
[***] Kunstelj, M., Jukic, T., Vintar, M.: Analysing the demand side of e-government: What can we learn from slovenian users? In Wimmer, M., Scholl, H.J., Gronlund, A., eds.: EGOV. Volume 4656 of Lecture Notes in Computer Science., Springer (2007) 305317
Hence, quality of e-government digital services strongly affects real access to services by citizens
Service Quality
Organization Quality
Accessibility, Adaptability, Completeness, Interoperability, Integrity, Applicative Security, Availability, Performance, Time Data Processing,
Service Quality
Organization Quality
y
COORDINATION LEVELS
Lack of Coordination is the lowest possible level of coordination that is observable within a PA y Direct interactions between administrations are not precisely established and the citizen drives the process fiscally moving back and forth from one administration to the other y Interactions activities could results in blocking conditions Communication is the case in which the organization has introduced ICT technologies but has not fully integrated its electronic systems y It is implemented when an administrative process enters the participating PA through messages carried on through ICT technologies Collaboration enables PA participates to the service delivery with a fully automated process y In such case the request from other participating PAs enter the organization using ICT technologies and are handled in a completely automated manner without requiring the intervention of a civil servant Semantic Integration implements the highest capability of coordination implementing collaboration mechanisms enriched with semantic support y Explicit formal specification of the reality related to the delivery process is shared among the participants to guarantee the understandability of the communications
CONTROL LEVELS
Reactive control is implemented by PAs that wait for citizens requests before they start the service delivery y Citizens awareness on to do list (in line with law specification) is the only driver for the service activation and delivery Proactive control enables that in the provision of the service the administration may work as a proactive participant y In such case the service announces its availability through direct communications to interested citizens also providing precise references to the access point of the service itself y Certainly proactive control does not make sense for all different kinds of services Creative is the capability of a service with reference to activation policies y This characteristic refers to the presence of activities related to the promotion of related services y In such case the PA implements services that informs the citizens of all the other services in which he/she may be interested in
SHARING LEVELS
No Sharing is the lower level of the service sharing and it is observable when the administrations take trace of all citizen data and does not try to retrieve it from the right sources y Among the various issues that this way of organizing a service brings we should certainly mention data redundancy and possible misalignment among PA data storages
Data Sharing this level the business process applied by the PA to fulfil a request never includes requests for authorization to store data y Instead each citizen related data are retrieved interacting with the specific PA that is in charge of maintaining the needed information
TRANSPARENCY LEVELS
No Transparency is observable when the activities of a given service are not visible outside of the administration y Therefore a PA implementing this level of transparency makes the citizens completely unaware of the service execution Activity Aware is observed when the administration implements services tracking mechanisms y It is highly desirable to make the citizen aware of the activities that have been already carried on and of the activities that need to be completed y The granularity of visible activities can be variable and a right balance should be found in order to not submerge the citizen with not so relevant information Role Aware at this level activity aware transparency is implemented and enriched by the specification of an activity responsible y This is a civil servant that is in charge of monitoring and controlling the valid execution of the service
INCLUSION LEVELS
Channel Inclusion refers to different ways to access the service y Users may interact with service via many and heterogeneous devices, such as PC, wap phone, PDA, . . . y We points out service capabilities to support multiple service delivery channels within the delivery process (Web, mobile computing, ...) Profile Inclusion refers to the service capabilities to support citizens physical diversities y It is very relevant for disadvantaged people that are often excluded and marginalized by the introduction of Information Society Language Inclusion refers to the ability of the service to be used by people with different nationality and switch among languages during the service delivery y This is particularly interesting toward the trans-national service delivery and enabling a fruitful provision on the European e-government pan y This is a proof the interoperability issues has to considered at different level
How to check quality requirements for e-government services? Provide suitable approaches to represent, assess and continuously improve the quality of services
How to aggregate quality requirements? Provide an aggregation model enabling homogenization, interaction and grouping
On one hand we provide to e-government business analysts, without so many competencies in the ICT areas, a well understandable environment On the other hand we systematically assess consistency between service and requested quality requirements using model checking techniques
We provide a suitable approach to represent, assess and continuously improve applied processes related e-government digital services, according to service quality requirements
Different classes of languages to express BPs have been investigated and defined some of them are general purpose and standardized languages
y y y
Business Process Modeling Notation Event-Driven Process Chain UML Activity Diagrams
SPECIFICATION CHECKLIST
Control
Sharing
MAPPING
var collaboration = 0; #define goaliscommunication collaboration==1; #define goaliscollaboration ccollaboration==2; #define goalissemintegration collaboration==3; #assert moving_service() reaches goaliscommunication; #assert moving_service() reachesiscollaboration ; #assert moving_service() reaches goalissemintegration;
VERIFICATION
FORMAL VERIFICATION
Model checking consists in a systematic exhaustive exploration of an operational model representing the system to verify, to check if the given model satisfies a set of given properties
Clarke, E.M., Grumberg, O., Peled, D.A.: Model Checking. Hardcover (2000)
Reachability analysis is applied in order to assert whether the goals that are generated from the properties specification are fulfilled or not The model checker applies a search algorithm to repeatedly explore unvisited states until a state at which the condition is true is found or all the states will have been visited For the BPs that can be typically found in the e-government domain the approach does not suffer from the state explosion phenomenon
Many tools have been proposed and developed: CWB-NC, FDR2, PAT,
PROTOTYPE (I)
The approach has been implemented as a plug-in of the Eclipse Framework This results in a fully integrated and user friendly environment that supports the analyst both on the specification and on the verification of a specified process Our plug-in is integrated with third party Eclipse extensions such as the BPMN editor and the PAT model checker
http://bp4pa.sourceforge.net/index.html
PROTOTYPE (II)
The user will specify the BP using the BPMN editor extension and will select the properties he/she desires to be checked using the BP4PA framework extension Then these specification will be translated via the mappings we have defined using the Eclipse Modelling Framework The resulting specifications will be provided to the PAT Model Checker that will return successfully, in case the property is not violated, or will return a counterexample showing an execution violating the quality level
EXPERIMENTAL RESULTS
Experiments conducted using a desktop PC equipped with a Core 2 Duo 2,20GHz and 4GB RAM
Formal verification is mature enough to be introduced in applied field of study such as e-government
Delivery processes, defined for the services under study, reach low quality marks with respect to the defined framework
The proposed approach can be a useful mean to improve the quality of BP related to service delivery
How to check quality requirements for e-government services? Provide suitable approaches to represent, assess and continuously improve the quality of services
How to aggregate quality requirements? Provide an aggregation model enabling homogenization, interaction and grouping
QUALITY AGGREGATION
It introduces a mathematical model to define a quality function and assess a quality value starting from the sets of parameters The model relies on parameters homogenization, interaction and grouping
y
Homogenization of the input is useful to reason over different metrics Interaction between different parameters is also considered by the mathematical model The proposed model groups parameters and manages them with different importance
CONCLUSION
We discuss the definition of a systematic view on quality in e-government services in order to improve their use We propose a user friendly approach and tool toward continuous business process improvement respecting to e-government quality requirements taking advantages of theoretical results established in the formal verification domain
Our work is in line with the recommendations discussed by Davies et al. [*] strongly supporting the application of formal methods to e-government scenarios
*. Davies, J., Janowski, T., Ojo, A.K., Shukla, A.: Technological foundations of electronic governance. In Janowski, T., Pardo, T.A., eds.: ICEGOV. Volume 232 of ACM International Conference Proceeding Series., ACM (2007) 511
FUTURE WORK
According to domain dependent characteristics
y
We intend to introduce more quality parameters according to quantitative and qualitative evaluation of e-government domain
Given the organization and the resources availability in a specific public office other PA dimensions concerning process in place can be verified We will work to support the analysis of other PAs related processes We will consider the influences that in the next future will have the upcoming release of the BPMN 2.0 specification and we will certainly have to adapt our approach to that notation version
y y
FURTHER APPLICATIONS
In line with what is recommended in [*] our proposal can be a first tool for practical benchmarking of PA services delivery process facing some important issues still unexplored by the current benchmarking studies [**]
*. Salem, F.: Benchmarking the e-government bulldozer: beyond measuring the treadmarks. Measuring Business Excellence 11(4) (2007) 922 **. Berntzen, L., Olsen, M.G.: Benchmarking e-government - a comparative review of three international benchmarking studies. In: ICDS. (2009) 7782
Due to limited staff and budget project out-sourcing is often the adopted solution within Public Administrations; our approach represents a suitable way to enrich contracts with explicit, clear and strict specifications that have to be guaranteed by software producers