Public eServices at Regional and Local Levels:

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15 Νοε 2013 (πριν από 3 χρόνια και 11 μήνες)

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Faculty of Business and Economics
| Chair of Business Informatics, especially Information Management

Public eServices at Regional
and Local Levels:

Trends, Problems and Best Practice


Contribution:

IT Governance in eGovernment:

Strategy & Practice

Prof. Dr. Eric Schoop, TU Dresden

eric.schoop@tu
-
dresden.de


Video Conference 2007
-
11
-
16: St. Petersburg


Tokio


Dresden

Faculty of Business and Economics
| Chair of Business Informatics, especially Information Management

TU Dresden,

2007
-
11
-
16

IT Governance in eGovernment | Conf. on Public eServices at Regional
and Local Levels, St. Petersburg, RU | Prof. Dr. Eric Schoop

Slide
2
/ 10

Background: Tempus TACIS
Project “Integrative Qualification
in eGovernment“ (IQeG)


Duration: 2005
-
10


2006
-
10


International Conference in St. Petersburg: 2006
-
10
-
06


Partners:


Higher education institutions


Russia: Saint Petersburg State University, Graduate School of
Management, Department of Public Administration (GSOM)


Lithuania: Vilnius University, Kaunas Faculty of Humanities,
Department of Informatics (VUKHF)


Germany: Technische Universität Dresden, Department of Business
Management and Economics, Chair of Information Management
(TUD)


Public administration institutions


Russia: City of Saint Petersburg


Lithuania: City of Kaunas


Germany: City of Dresden

Prof. Dr. Eric Schoop

Dr. Michael Breidung

Faculty of Business and Economics
| Chair of Business Informatics, especially Information Management

TU Dresden,

2007
-
11
-
16

IT Governance in eGovernment | Conf. on Public eServices at Regional
and Local Levels, St. Petersburg, RU | Prof. Dr. Eric Schoop

Slide
3
/ 10

Agenda


Context


Research and Teaching Focus


Points of Contact with Public eServices


Collaboration between


Technische Universität Dresden


IT Department of Dresden Municipality


Discussion Points

Faculty of Business and Economics
| Chair of Business Informatics, especially Information Management

TU Dresden,

2007
-
11
-
16

IT Governance in eGovernment | Conf. on Public eServices at Regional
and Local Levels, St. Petersburg, RU | Prof. Dr. Eric Schoop

Slide
4
/ 10

Focus of Business Informatics

(Wirtschaftsinformatik)


Business Informatics is a modern, integrative business
(not technical) discipline


Scientifical methodology influenced by


Business Management


Engineering


Social Sciences


Core objectives are


Integration of real world objects and processes


Integration of intra
-
organisational and inter
-
organisational
systems and processes


Integration of human and automated information processing


Growing convergence of


Information Management


Knowledge Management


Data & Process Management


Faculty of Business and Economics
| Chair of Business Informatics, especially Information Management

TU Dresden,

2007
-
11
-
16

IT Governance in eGovernment | Conf. on Public eServices at Regional
and Local Levels, St. Petersburg, RU | Prof. Dr. Eric Schoop

Slide
5
/ 10

IT
-
Governance:

New IT Management Requirements

IT has to contribute to business success

more flexible

more direct and

better measurable

Change of perception

from traditional “cost center“ or “service provider“

to “
value center
“ or “
enabler


Business Pull


Management of Information
Center like a business unit


Transparency in processes


Measurable value contribution
of IT


Enhanced risk management


Compliance requirements

Technology Push


Process orientation as
architectural paradigm


Service oriented architectures


Business process management


“Real Time Enterprise“ Vision



IT Strategy

Business Strategy

Faculty of Business and Economics
| Chair of Business Informatics, especially Information Management

TU Dresden,

2007
-
11
-
16

IT Governance in eGovernment | Conf. on Public eServices at Regional
and Local Levels, St. Petersburg, RU | Prof. Dr. Eric Schoop

Slide
6
/ 10

Research Focus: Knowledge Management,

Technical Communication & eLearning

Knowledge

Management

Technical

Communication

eLearning



Knowledge Acquisition


by Learning Processes



Learning = Communication



Model of Social Interaction



Moderate Constructivism



Social Software in the


Virtual Classroom


Collaboration

• Data Engineering

• Document Engineering

• Semantic Content Tagging

• Semantic Navigation


• Exchange


Standards (SCORM)

• Metadata (LOM)


Management

• Didactical


Accentuation of


Learning Content


(PBL XSD)

Faculty of Business and Economics
| Chair of Business Informatics, especially Information Management

TU Dresden,

2007
-
11
-
16

IT Governance in eGovernment | Conf. on Public eServices at Regional
and Local Levels, St. Petersburg, RU | Prof. Dr. Eric Schoop

Slide
7
/ 10

External Corporate Communications

Internal Corporate Communications

Public Relations

Integrated Corporate Communications

Controllable Communication Processes

Not controllable Communication

Processes

Top
-
Down

(„traditional“ staff communications,

directives, e.g. corp. newsletter)

Bottom
-
Up

(„modern“ principle of participation,

e.g. specific workshops, communities)

In
-
Between

(work
-

and process
-
related

communication between staff members)

Communication not related to work

Social human
-
humancommunication

Sales Market

Procurement Market

Labor Market

Services Market

Information on ...

Structure

Aims

Methods & Processes

Products/Services

Bruhn, 1996, Satzger 2005

Faculty of Business and Economics
| Chair of Business Informatics, especially Information Management

TU Dresden,

2007
-
11
-
16

IT Governance in eGovernment | Conf. on Public eServices at Regional
and Local Levels, St. Petersburg, RU | Prof. Dr. Eric Schoop

Slide
8
/ 10

Collaboration between TU
Dresden and IT Department of

the City of Dresden

TU Dresden contributes in the following areas:



Support of the development of the IT strategy of Dresden
Municipality


Empirical analysis of the potential of certain citizen
-
related (external) services to become eServices


IT related aspects (functionality, integration)


Economical aspects (cost
-
benefit analysis)


Psychological aspects (acceptance, barriers, knowledge
explication and sharing)


Service process modelling


Support of the eService implementation


Support of training of employees


Development of eLearning courses


Analysis of training demands


Design of complex blended learning arrangements

Faculty of Business and Economics
| Chair of Business Informatics, especially Information Management

TU Dresden,

2007
-
11
-
16

IT Governance in eGovernment | Conf. on Public eServices at Regional
and Local Levels, St. Petersburg, RU | Prof. Dr. Eric Schoop

Slide
9
/ 10

Concrete Examples


Expert Advice for the Saxonian Ministry of Internal
Affairs


Success Factors Analysis of Document Management
System prototypes for Public Administration

(following the DOMEA standard)


Consultation for planned roll
-
out in whole Saxony


Comparative Analysis of online Citizen
Communication from a semiotic viewpoint
(„Hamburger Verständlichkeitsmodell“


Schulz von Thun et al.)


City of Dresden, GER


City of Kaunas, LT


Process Models of specific eServices


Online application for „Kindergarten“ places


Online reservation of sports complexes


Online Training course for citizen employees


Vacation planning and substitution process & tool

Faculty of Business and Economics
| Chair of Business Informatics, especially Information Management

TU Dresden,

2007
-
11
-
16

IT Governance in eGovernment | Conf. on Public eServices at Regional
and Local Levels, St. Petersburg, RU | Prof. Dr. Eric Schoop

Slide
10
/ 10

Discussion Points


Selection of Services for eService implementation


Business Process & Cost Benefit Analysis



Business Process Modelling (enhanced event driven process
chain eEPK
-

Scheer 1995)


Already implemented eServices


See Dr. Breidung‘s presentation


Main factors for success


Employees‘ participation


Functioning of knowledge explication & sharing


Identifyable excess value for the citizens

and/or for the corporations


Tools for monitoring and evaluation of eServices


Business Process Analysis


Cost Benefit Analysis


Sucess Factors Analysis


Semiotic/Linguistic Communication Model

(e.g. „Hamburger Verständlichkeitsmodell“)


Public surveys