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EGOV: A solution for public services execution

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Public Administration (PA) sector in modern society is characterized by the need to support extremely complex processes in order to provide services to citizens and business. Complexity is raised by the fact that the provisioning of services is, in the most cases, a collaborative activity shared among different, possibly many, PA offices. It is also true that in the modern PAs, transparency is one of the most important requirement to improve, on the one hand, administration efficiency and, on the other hand, citizens satisfaction. In this scenario the paper presents an approach and an IT tool supporting PAs collaboration and transparency named Scrivania. It allows Public Administration employee to model, publish their services and be guided by Business Processes models. Many PAs can collaborate in the modeling phase of services using the collaborative editor provided by Scrivania. Services are modeled using BPMN 2.0 OMG standard language for BP modeling. Instead, from the point of view of citizens, using Scrivania, they can search and execute the provided services, tracing their execution and, in case of delay, observe the state it occurs.
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Contenido: 1. Encontrar el camino. 2. Implementar la administración del conocimiento. 3. Evaluación de la infraestructura. 4. Análisis, diseño y desarrollo del sistema de administración del conocimiento. 5. Despliegue del sistema de administración del conocimiento. 6. La fase final: medición y ejecución. 7. Apéndices.
Business process management: concepts, methods, technology
  • M Weske
Weske, M. (2007). Business process management: concepts, methods, technology. Springer, Berlin, Germany.
4 Scrivania services research (A) and citizen instances list
  • Fig
Fig. 4 Scrivania services research (A) and citizen instances list (B)
Business Process Model And Notation (BPMN) Version
Object Management Group (OMG), 2011. Business Process Model And Notation (BPMN) Version 2.0