design of a generic e-service development tool
TRANSCRIPT
DESIGN OF A GENERIC E-
SERVICE DEVELOPMENT TOOL
Fekade Getahun (PhD)
Department of Computer Science
Addis Ababa University
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1. Introduction
2. Motivation
3. Functional Requirements
4. Our approach
5. Prototype
6. Conclusion
Outline
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ICTs is recognized as a tool that supports the socio-economic
development of a country.
It plays a key role in facilitating and improving public service delivery
to citizens, residents, businesses and brings Government closer to
its stakeholders.
Service deliver through the use of ICT improves the service delivery,
minimize cost for both the citizen and government, improve
accessibility of the service and facilitate accountability and
transparency in government process.
e-Government, e-Administration, e-service
ICT
Scupola et al [1], it is a service delivered electronically.
Rowley [2], “deeds, efforts or performances whose delivery is
mediated by information technology (including the Web,
information kiosks and mobile devices). …”
de Ruyter et al. [3], “... an interactive, content-centered and
Internet-based customer service, driven by the customer and
integrated with related organizational customer support
processes and technologies with the goal of strengthening the
customer-service provider relationship”.
What is e-Service?
1. Scupola, A., Henten, A., Nicolajsen, H.: E-Services: Characteristics, Scope and Conceptual Strengths. IJESMA 1(3),
1-16 (2009)
2. Rowley, J.: An analysis of the e-service literature: towards a research agenda. Internet Research., 339-359 (2006)
3. de Ruyter, K., Wetzels, M., Kleijnen, M.: Customer adoption of e-service: an experimental., 184-207 (2001)
Governmental organizations (e.g., Sweden, Germany, France,
Denmark, Netherlands, Egypt, South Africa, Nigeria, Saudi
Arabia) take the initiative in developing e-service
Government e-service allows citizens to access government
information easily and enjoy one-stop government services.
Why e-services?
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enhances the use of customer focused service delivery channels
allows a department to present information, applications, and services in
a single consolidated browser view.
provides a secure and individualized view of multiple online resources
and interactive services.
offers a single access point to critical information and the primary
applications necessary for an individual to avail the services.
Why e-services?
E-Services acts like an interface between the government and the citizens.
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Informational services - do not require any parameter as
an input from the customer or citizen. for example, Status and
alerts, News and information of local events, any broadcasts or
marketing messages etc.
Transactional services - bidirectional or multidirectional
interaction between the citizen/ end user and the government
agencies and also allow the end user to change/ update his/her
service related information. Example, request for driving
license, …
Types of government 2 citizen e-services
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Scenario 1: Citizen request
Apply
Submit
Citizen web
Select
Service
File form Application no
Store it
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Scenario 2: Case worker
Submit
Employee web
Login
Work list
File form
Message
Application no
Store it
Citizen
applications
?access
Message
Application no
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The key requirements associated to this tool are summarized as
follows:
1. Allow citizens make request for services extracted from a
given organization
2. Define Workflow Management/process management which
includes generating Generic workflow of a business process
3. Maintain documents and records produced as result of the
workflow
4. Provide workflow tracking
Functional Requirements
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5. Provide escalation mechanism for delayed steps/activities
6. Ensure that all occurrences of process workflow are allocated
a system identifier which is unique within the system
7. The system should provide Application form management
which gives administrator/responsible personnel the ability to
add, delete, modify forms
8. Appointment management – scheduler
9. Notification in SMS or Email
Functional Requirements …
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Solution architecture – SOA [1]
Operational layer - existing systems that may expose part of
their functionality/data to others using core services.
Middle layer - services comprise of associated units of
functionality such as business process
Presentation layer - interfaces that allow citizens to interact
with the e-service system.
Our approach
1. Emig, C., Langer, K., Krutz, K., Link, S., Momm, C., Abeck, S.: The SOA's Layers. (2006)
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Composed of Business Process Management (BPM),
appointment, notification and security services.
BPM it handles the business process of organizations
configured with configuration module.
Business Layer
ticket number, date & time
office number
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e-Appointment
eAppointment
Work-list
Calendar
(Employee)
Blocked/scheduled
slots
Candidate schedule Span length
Task information
Working days to
provide service
Organizational
information
Blocked
schedule/slot
5. Prototype
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Development environment – Visual studio, C#
Web service – WCF
Security - ASP NET security
Backend database - MS SQL server 2005
Portal framework - Community version Open source portal
framework DotNet Nuke 6.1
6. Conclusion
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The paper introduced the concept of generic one-stop e-service development tool.
The tool is designed to assist MCIT Ethiopia in configuring e-services extracted from governmental organization.
However, the tool is not yet integrated with the legacy and operational application of organizations.
Case worker has to use existing system and put manually the result in the new system.
In the future, we believe that concerned organizations will take the initiative to integrate their legacy application with the e-service.