Public Service Delivery: Role of Information and Communication Technology in Improving Governance and Development Impact

The focus of this paper is on improving governance through the use of information and communication technology (ICT) in the delivery of services to the poor, i.e., improving efficiency, accountability, and transparency, and reducing bribery. A number of papers recognize the potential benefits but they also point out that it has not been easy to harness this potential. This paper presents an analysis of effective case studies from developing countries where the benefits have reached a large number of poor citizens. It also identifies the critical success factors for wide-scale deployment. The paper includes cases on the use of ICTs in the management of delivery of public services in health, education, and provision of subsidized food. Cases on electronic delivery of government services, such as providing certificates and licenses to rural populations, which in turn provide entitlements to the poor for subsidized food, fertilizer, and health services are also included. ICT-enabled provision of information to enhance rural income is also covered

Customer-engineer relationship management for converged ICT service companies

Thanks to the advent of converged communications services (often referred to as ‘triple play’), the next generation Service Engineer will need radically different skills, processes and tools from today’s counterpart. Why? in order to meet the challenges of installing and maintaining services based on multi-vendor software and hardware components in an IP-based network environment. The converged services environment is likely to be ‘smart’ and support flexible and dynamic interoperability between appliances and computing devices. These radical changes in the working environment will inevitably force managers to rethink the role of Service Engineers in relation to customer relationship management. This paper aims to identify requirements for an information system to support converged communications service engineers with regard to customer-engineer relationship management. Furthermore, an architecture for such a system is proposed and how it meets these requirements is discussed

Customs, Immigration, and Rights: Constitutional Limits on Electronic Border Searches

The warrantless search of travelers’ electronic devices as they enter and exit the United States is rapidly increasing. While the Supreme Court has long recognized a border-search exception to the Fourth Amendment’s warrant requirement, it applies to only two interests: promoting the duty regime and preventing contraband from entering the country; and ensuring that individuals are legally admitted. The government’s recent use of the exception goes substantially beyond these matters. U.S. Customs and Border Protection (CBP) and Immigration and Customs Enforcement (ICE) are using it to search electronic devices, and at times the cloud, for evidence of any criminal activity, bypassing the warrant requirement altogether. Searches of these devices implicate privacy concerns well beyond those of the home, which has long been protected even for customs and immigration purposes. This Essay traces the evolution of the border exception, noting the effect of recent Supreme Court decisions, to argue that CBP and ICE are operating outside constitutional constraints. The Essay considers two objections grounded in the legitimate interests of CBP and ICE. It responds, first, that inspection of digital devices differs from the examination of a traveler’s purse or luggage: the level of intrusion and the amount of information obtained changes the quality of the search, triggering Fourth Amendment protections. Second, as an immigration matter, as soon as citizens are identified, absent probable cause, the government does not have the constitutional authority to search their devices at all. Foreigners lacking a substantial connection to the country, however, do not enjoy the same Fourth Amendment protections. It concludes by observing that because of the substance and complexity of the issue, Congress has an important role to play in determining what types of searches are justified

Re-thinking technology and its growing role in enabling patient empowerment

© The Author(s) 2018. The presence and increase of challenges to eHealth in today’s society have begun to generate doubts about the capability of technology in patient empowerment, especially within the frameworks supporting empowerment. Through the review of existing frameworks and articulation of patient demands, weaknesses in the current application of technology to support empowerment are explored, and key constituents of a technology-driven framework for patient empowerment are determined. This article argues that existing usage of technology in the design, development and implementation of patient empowerment in the healthcare system, although well intentioned, is insufficiently constituted, primarily as a result of fragmentation. Systems theory concepts such as holism and iteration are considered vital in improving the role of technology in enabling patient empowerment

Challenging the Computational Metaphor: Implications for How We Think

This paper explores the role of the traditional computational metaphor in our thinking as computer scientists, its influence on epistemological styles, and its implications for our understanding of cognition. It proposes to replace the conventional metaphor--a sequence of steps--with the notion of a community of interacting entities, and examines the ramifications of such a shift on these various ways in which we think

Realising Team-Working in the Field: An Agent-based Approach

Multi-agent systems technology is applied to enable co-operation between mobile workers in the field, minimising user intervention and increasing reachability. A component-based approach is taken to simplify the management of deployed co-operation services. A Personal Assistant running on a mobile device is introduced to show how an intelligent and autonomous agent can increase the utility of users during workforce co-operation processes. Finally, a real world trial of the technology by network installation and maintenance engineers in the UK is described. Some technical issues revealed during the trial are discussed, as is the impact of the technology on the business process

An Approach to Agent-Based Service Composition and Its Application to Mobile

This paper describes an architecture model for multiagent systems that was developed in the European project LEAP (Lightweight Extensible Agent Platform). Its main feature is a set of generic services that are implemented independently of the agents and can be installed into the agents by the application developer in a flexible way. Moreover, two applications using this architecture model are described that were also developed within the LEAP project. The application domain is the support of mobile, virtual teams for the German automobile club ADAC and for British Telecommunications

Adaptive use of task assignment models in team-based mobile business processes

Most mobile business processes are executed under uncertain and dynamic working environments. This makes the traditional centralized approach for the management of mobile tasks inappropriate to respond to the changes in working environment quickly as collecting the changing information from geographically distributed workforces in real time is expensive if not impossible. This raises the need of a distributed approach in the management of mobile tasks. This paper proposes a distributed architecture for team-based coordination support for mobile task management. In this architecture, tasks are managed via peer-to-peer style coordination between team members who have better understanding on the changing working environment than a centralised system. The novelty of the design of the architecture is explained by applying it to a real business process in the UK

mPower: A component-based development framework for multi-agent systems to support business processes

One of the obstacles preventing the widespread adoption of multi-agent systems in industry is the difficulty of implementing heterogeneous interactions among participating agents via asynchronous messages. This difficulty arises from the need to understand how to combine elements of various content languages, ontologies, and interaction protocols in order to construct meaningful and appropriate messages. In this paper mPower, a component-based layered framework for easing the development of multi-agent systems, is described, and the facility for customising the components for reuse in similar domains is explained. The framework builds on the JADE-LEAP platform, which provides a homogeneous layer over diverse operating systems and hardware devices, and allows ubiquitous deployment of applications built on multi-agent systems both in wired and wireless environments. The use of the framework to develop mPowermobile , a multi-agent system to support mobile workforces, is reported