Chapter

Providing Adaptive and Evolving Government E-Services through Citizen-Centric Process Views

DOI: 10.1007/978-3-642-15346-4_4

ABSTRACT As users of government services, citizens spend much of their time in transit between government agencies acting in different
roles with varying responsibilities. Government agencies are providers of services virtually connected, but with limited actual
integration in practice. We believe that by allowing citizens more direct access to ongoing processes in which they are involved,
it could improve service delivery from the perspective of citizen and the government organization alike. In this paper we
discuss the concept of citizen-centric process views, a conceptual architecture providing channel independent support for
knowledge management and monitoring of cross-organizational service delivery in transformational government. We will set the
stage for the discussion of requirements for the next generation government infrastructures and the surrounding organizations
in order to support delivery of adaptive and evolving government services.

Keywordse-government-services-knowledge management-workflow-evolving IS

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