Quality of (Digital) Services in e-Government

Internet growth in the nineties supported government ambition to provide better services to citizens through the development of Information and Communication Technologies based solutions. Thanks to the Lisbon conference, which in 2000 covered and investigated this topic, e-government has been recognized as one of the major priorities in Public Administration innovation process. As a matter of\ud fact in the last 10 years the number of services provided to citizens through Information and Communication Technologies has increased rapidly. Nevertheless the increasing rate, the access and usage of digital services do not follow the same trend. Nowadays Public Administrations deliver many electronic services which\ud are seldom used by citizens. Different reasons contribute to the highlighted situation.\ud The main assumption of the thesis is that quality of e-government digital services strongly affects real access to services by citizens. According to the complexity of quality in e-government, one of the main challenges was to define a suitable quality model. To reach such aim, domain-dependent characteristics on the services delivery have been investigated. The defined model refers to citizen,\ud technology and service related quality characteristics. Correspondingly a suitable way to represent, assess, and continuously improve services quality according to\ud such domain requirements has been introduced.\ud Concerning the service related quality aspects a methodology and a tool permitting to formally and automatically assess the quality of a designed service with\ud respect to the quality model has been defined. Starting from an user friendly notation, both for service and quality requirements, the proposed methodology has\ud been implemented as an user friendly tool supported by a mapping from user friendly notations to formal language. The tool allows to verify formally via model checking, if the given service satisfies one by one the quality requirements addressed by the quality model.\ud Additionally in some case an unique view on e-government service quality is quite useful. A mathematical model provides a single value for quality starting from the assessment of all the requirements defined in the quality model. It relies on the following activities: homogeneity, interaction and grouping.\ud A set of experiments has been performed in order to validate the goodness of the work. Services already implemented in a local Public Administration has\ud been considered. Literature review and domain experts knowledge were the main drivers of this work. It proofs the goodness of the quality model, the application of formal techniques in the complex field of study such as e-government and the quality aggregation via the mathematical model.\ud This thesis introduces advance research in e-government by providing the contributions that quality oriented service delivery in Public Administration promotes services used by the citizens. Further applications of the proposed approaches could be investigated in the areas of practical benchmarking and Service Level Agreement specification

Análisis y estudio sobre el gobierno y gestión de los servicios de TI en el mercado español

Este proyecto es un informe completo sobre la investigación realizada con el objeto de conocer cuál es la situación en la investigación, difusión del conocimiento, e implantación en las organizaciones que operan en España, con respecto a diferentes protocolos, buenas prácticas y normativas relacionadas con Gobierno y Gestión de Servicios TI (GyGS TI). Para la mejor visualización y comprensión de este documento se ha dejado en el mismo formato en el que se entregará a los participantes en los cuestionarios, a los socios de itSMF, y a otro amplio grupo de personas que han mostrado interés en este Observatorio. De manera que, en el anexo, encontrarán el documento “An{lisis y Estudio sobre el Gobierno y Gestión de los Servicios TI en el Mercado Español” en su formato original. Este Observatorio ha sido realizado durante los años 2008 y 2010, el cual analiza la situación pasada sobre el Gobierno y Gestión de los Servicios de TI (GyGSTI) entre las empresas que operan en España, este análisis se realiza a través de los resultados del cuestionario realizado en 2008, y prepara un segundo cuestionario para la conocer la situación en el 2010. Al mismo tiempo, realiza un estudio sobre el conocimiento existente en torno al Gobierno y Gestión de Servicios TI, a través de estudiar los libros más representativos sobre GyGS TI, las publicaciones académicas de investigación de GyGS, las principales empresas de análisis TI, y la situación sobre la difusión en el mercado español sobre GyGS TI a través de las revistas especializadas. Igualmente, el estudio ofrecerá una visión de la implantación de GyGS TI para que las empresas de cualquier tamaño puedan tener acceso, y realizar una comparativa (benchmarking) sobre su estado frente a sus iguales. Para finalmente ofrecer una visión de la evolución temporal del 2008 al 2010 y unas tendencias futuras. El objetivo es, entonces, analizar el estado y la implantación del GyGS TI entre las empresas que operan en España, e igualmente analizar la creación y difusión del conocimiento sobre esta misma área. _____________________________________________________________________________________________________________________________________________This project is a comprehensive report on the investigation in order to know what the situation in the research, knowledge dissemination, and implementation in organizations operating in Spain, with respect to different protocols, best practices and regulations related to IT Governance and Service Management (IT G&SM). For best viewing and understanding the final document is left in the same format as that given to participants in the questionnaires, itSMF members, and another large group of people who have shown interest in this Observatory. So, in the Annex, will find the “Analysis and Study on the IT Government and Service Management in the Spanish Market” in its original format. This final document is the result of the Observatory carried out during the years 2008 and 2010, which analyzes the past situation on the Governance and Service Management of IT Services (IT G&SM) between companies operating in Spain, this analysis is performed through the results the survey conducted in 2008, and prepares a second questionnaire to ascertain the situation in 2010. At the same time, it is also carried out a study on the existing knowledge about IT Government and IT Service Management, by studying the most representative books on these fields, publications academic research, major IT analyst firms, and the situation on the IT GSM Spanish market through specialized magazines. As well as, the study will provide for companies of any size an overview of the implementation of IT GSM Spanish implantation, thus these companies will be able to benchmark theirselves with their peers. Finally, this document gives an overview of the temporal evolution from 2008 to 2010 and some future trends. The aim is, then, to analyze the status and implementation of IT GSM among companies operating in Spain, and also to discuss about the creation and dissemination of knowledge on this same area.Ingeniería de Telecomunicació

ICT-Impact on Services

The state of service management practice and the developments in ICT-efficiency research prompt the call for managerial relevance, normative theory building and the conceptualization and measurement of the impact of Information and Communication Technology (ICT) on service process efficiency. Drawing on theoretical insights from economic and behavioral literature, this article deduces a model of the service processes, embedded in the work-system of the individual branch (or service-outlet). The measurement follows a two-step methodology that first assesses compared-to-best efficiency, using Data Envelopment Analysis (DEA), and subsequently explains efficiency differences using a regression framework. An inter-disciplinary approach bases the first step on econometric logic, while the second takes its foundation in behavioral sciences, and information system research