The Electronic Journal of e-Government publishes perspectives on topics relevant to the study, implementation and management of e-Government

For general enquiries email administrator@ejeg.com

Click here to see other Scholarly Electronic Journals published by API
For a range of research text books on this and complimentary topics visit the Academic Bookshop

Information about the European Conference on Digital Government is available here

 
Journal Issue
Volume 12 Issue 1 / Nov 2014  pp1‑125

Editor: Frank Bannister

Download PDF (free)

The Adoption of the Traffic Violation E‑payment System (TVEPS) of Kuwait  pp1‑19

A Omar E M. Khalil, Alaa Al„Nasrallah

Look inside Download PDF (free)

Electronic Tax Filing in the United States: An Analysis of Possible Success factors  pp20‑36

Sonja E. Pippin, Mehmet S. Tosun

Look inside Download PDF (free)

Public Transactional e‑Services through Government Web Sites in Kyrgyzstan  pp37‑51

Ulan Brimkulov, Kasym Baryktabasov

Look inside Download PDF (free)

E‑government Use and Citizen Empowerment: Examining the Effects Of Online Information On Political Efficacy  pp52‑64

Chungpin Lee, Tong-yi Huang

Look inside Download PDF (free)

The Accessibility of Moroccan Public Websites: Evaluation of Three e‑Government Websites  pp65‑79

Ibtissam Bousarhane, Najima Daoudi

Look inside Download PDF (free)

Public Participation and Ethical Issues on E‑governance: A Study Perspective in Nepal  pp80‑94

Gajendra Sharma, Xi Bao, Li Peng

Look inside Download PDF (free)

Designing Public Service Process Models for Understandability  pp95‑111

Priscila Engiel, Renata Araujo, Claudia Cappelli

Look inside Download PDF (free)

Abstract

Abstract: This paper discusses the use of process models as an instrument to promote transparency and communication between public organizations and their clients (citizens). It depicts a way to design public services process models aiming at increasing their understandability. The design is based on a catalogue containing characteristics, operationalizations and mechanisms for designing understandability on public service process models. The use of the catalogue by process analysts and the level of und erstandability acquired by the generated models were evaluated through case studies at a public educational organization. The results show that the proposed catalogue is applicable ‑ process analysts were able to apply it in a reasonable time ‑ and that more simple process models can be obtained, adequate for process explanation for citizens/users. 

 

Keywords: Keywords: understandability, desigining public service, organizational transparency, electronic government and democracy

 

Share |
Multi‑Channel Service Management in Public Sector … Three Interpretative Frames Illustrating E‑government and Work Practice in a Swedish State Agency  pp112‑125

Katarina Giritli Nygren, Karin Axelsson, Ulf Melin

Look inside Download PDF (free)