Using Service Design Tool and Qualitative Research Method to Assist the E-Government Service Process Redesign: A Case Study of the Taxation Service Process in Taiwan

Previous studies have determined that information technology dominates numerous e-government projects; information and communications technology has been used mainly as a tool for enhancing the efficiency and service delivery of governments. Electronic government(e-government) should achieve public innovation goals, such as redesigning information relationships among stakeholders, enhancing citizen participation in the policymaking process, and reinforcing policy enforcement to create public value. These goals are more valuable, but also more complex, than the digitization of existing governmental processes. Therefore, this study focused on a crucial e-government service, the Taiwan taxation service, to determine whether, in the current era in which people depend highly on network tools to send and receive information, online services are suitable for taxpayers and how to improve the service process. In this study, service design tools were combined with a qualitative research method, and observation and individual interviews of participants were conducted to record their perceptions of the tax service process. The results of the study facilitate identifying gaps in the seemingly convenient and progressive tax service process of Taiwan, including insufficient information provision, complex website operation, inconsistent information classification with users’ logic, the lack of complete and consistent service for one-stop windows, and difficult document content. The taxation authority should integrate all online taxation services to achieve the expected public service (one-stop e-government window). This research facilitates relevant government agencies to provide effective e-government services, identify problems, and modify service delivery processes

Focus on Outcomes: Redesigning Minnesota's Local Government Services

Today Minnesota is facing a "new normal" -- with an increasingly aging population, growing public service needs, a changing workforce and a shrinking base of taxpayers -- and these circumstances require new innovations. In November 2011, more than 400 of our members from these three organizations -- city council members and administrators, county administrators and county commissioners, superintendents and school board members -- came together to do just that.Across six meetings, some of Minnesota's most passionate and innovative local leaders came together to share their experiences with redesign and to explore new opportunities to work together across jurisdictions. They shared stories of what's working in their communities, and they shared their hopes for their community's future. Three critical lessons are addressed in this report: 1. Redesign is facing some barriers to change. Changing the way services are managed or delivered is never easy, and it hasn't been for the local leaders working to redesign services in their communities. 2. Leaders agree that five essential elements are needed to redesign local governments. Barriers are not permanent obstacles, and many local leaders have moved past them. 3. Minnesota's local governments are ready to innovate. In fact, they're already doing it. In Beltrami County, local government leaders have redesigned dozens of services from natural resource management to workforce training and more. A consortium of schools in Northeastern Minnesota is joining technology and sharing teachers to offer !rst-class electives in the state's most rural stretches. Cities in Dakota County collaborated with the county and consolidated the 911 public safety dispatch services

A Systems Thinking Approach to Redesigning the Patient Experience to Reduce 30 Day Hospital Readmission

INTRODUCTION The cost of medical care is spiraling out of control, and one of the many reasons is lack of preventative care, poor communication to the patient and primary caregiver(s) both in an inpatient and outpatient setting. There are potentially many reasons for this cost escalation, one of the drivers of this cost is 30 day readmission after a hospitalization and this is what was examined in this analysis. The purpose of this paper in particular is to share what has been learned using a systems thinking approach to hospital readmissions and the patient experience. It is critical to understand the problems that occurred in the past. In addition, we will explain the methodology utilized and bring awareness to the iterative process. We will also demonstrate a suggested redesigned model

Redesigning Health Care for an Older America

With the goal of creating a new vision of health care for an older America, the International Longevity Center assembled a Health Care Task Force, a cadre of specialists in the fields of economics, social work, political science, and medicine. Its mandate is to focus on the development of an intergenerational life-span perspective of disease prevention and health maintenance, built on a strong foundation of structural reform medical care, by showing how strategies that enhance healthy aging can save money as well as improve quality of life. Midway into this ambitious four-year project, and with the hope of contributing to the national debate on health care, the Task Force established a list of guiding principles, with the belief that the longevity and healthy aging of today's older adults, the aging baby boomer generation and the generations that will follow, depend upon the health care decisions that are made today

DESIGN OF ENTERPRISE ARCHITECTURE FOR SMARTVILLAGE IN SUMUR BANDUNG SUB-DISTRICT (CASE STUDY: GOVERNANCE DIMENSION)

Smart village is one that is innovative in its use of information technology to improve quality of life, efficiency, and competitiveness in economic, social, and environmental aspects. Sumur Bandung sub-district can implement the smart village concept to intelligently solve their problems. Sumur Bandung sub-district is one of 30 sub-districts in the city of Bandung. Sumur Bandung sub-district has a Government Section which functions to carry out government duties in the sub-district. One of his duties is to be responsible for population administration services. For population administration services in Sumur Bandung sub-district still use a manual system that requires people to come to the sub-district to carry out population administration. As a result, it is necessary to implement a smart village in governance dimension that includes redesigning business processes for population administration services to use the latest information systems and technology. The use of this technology also needs to be aligned with the plan and strategy of Sumur Bandung sub-district. Enterprise architecture is a tool used to synchronize business needs with technology needs. Its design requires the TOGAF ADM 9.2 framework, which is used as a guide while creating enterprise architecture. The research method used is literature study. The results of this study are artifacts as general architecture. These results are expected to be useful and beneficial for Sumur Bandung sub-district, especially in the population administration service section, or become a reference for other researchers as well as insight for readers

Securing By Design

This article investigates how modern neo-liberal states are 'securing by design' harnessing design to new technologies in order to produce security, safety, and protection. We take a critical view toward 'securing by design' and the policy agendas it produces of 'designing out insecurity' and 'designing in protection' because securing by design strategies rely upon inadequate conceptualisations of security, technology, and design and inadequate understandings of their relationships to produce inadequate 'security solutions' to readymade 'security problems'. This critique leads us to propose a new research agenda we call Redesigning Security. A Redesigning Security Approach begins from a recognition that the achievement of security is more often than not illusive, which means that the desire for security is itself problematic. Rather than encouraging the design of 'security solutions' a securing by design a Redesigning Security Approach explores how we might insecure securing by design. By acknowledging and then moving beyond the new security studies insight that security often produces insecurity, our approach uses design as a vehicle through which to raise questions about security problems and security solutions by collaborating with political and critical design practitioners to design concrete material objects that themselves embody questions about traditional security and about traditional design practices that use technology to depoliticise how technology is deployed by states and corporations to make us 'safe'

Achieving a New Standard in Primary Care for Low-Income Populations -- Case Studies of Redesign and Change Through a Learning Collaborative

Describes four case studies that focus on improving patient care delivery systems through learning collaboratives that were undertaken by New York City's nonprofit Primary Care Development Corporation

Blowing Open the Bottleneck: Designing New Approaches to Increase Nurse Education Capacity

Outlines the challenges of expanding the nurse education capacity to meet nursing shortages. Explores strategies such as partnerships among stakeholders, faculty development, revised curricula, and policy and regulatory advocacy, and offers case studies

Expanding America's Capacity to Educate Nurses: Diverse, State-Level Partnerships Are Creating Promising Models and Results

Outlines the need to expand nursing education capacity to address the coming personnel shortage. Highlights strategies of twelve partnerships, including pay-for-performance funding and new curricula and technology, and makes policy recommendations

Rethinking Public Organizations as Knowledge-Oriented and Technology-Driven Organizations

Public organizations should rediscover the role of knowledge as a source for designing and implementing internal processes and adopt a knowledge management approach by using and managing technology as means and enabler for building a citizen-centered public management, sustaining democratic and civic values by promoting openness and fostering participation in order to encourage collaboration with citizens for co-producing public services and co-creating public value. Information and communication technologies are driving public organizations as responsive institutions in front of the citizens to proceed towards sustainability as a principle of governance for promoting the public interest and sustaining active citizenship, enhancing both collaboration and interaction between citizens and public administration. Introducing and actively implementing technology in government helps rethink public organizations as knowledge oriented and information based organizations seeking sustainability by involving citizens, businesses and other stakeholders for public value creation, enabling access to information, sustaining openness, transparency and accountability in order to engage citizens and encourage them to be included and actively participate in democratic public life, involving citizens to assume the responsibility for co-production of public services and fostering citizen participation in public policy choices. Technology opens up new opportunities for public organizations seeking sustainability by rediscovering knowledge as source and strategic asset following a knowledge management approach for designing and implementing democratic and administrative processes, redesigning the relationship with citizens, building public trust, encouraging citizen participation and sustaining co-production of public services