The elicitation of key performance indicators of e-government providers: A bottom-up approach

Copyright @ 2013 EMCIS.Delivering an adequate e-Government service (e-service) is becoming more of a necessity in today's digital world. In order to improve e-services and increase the engagement of both users' and providers' side, studies on the performance evaluation of such provided e-services are taking places. However a clear identification of the key performance indicators from the e-Government providers’ side is not well explored. This shortcoming hampers the conduct of a holistic evaluation of an e-service provision from the perspective of its stakeholders in order to improve e-services as well as to increase e-services take-ups. In this paper, a systematic process to identify indicators is implemented based on a bottom-up approach. The process used three focus-group meetings with providers, users, and academics in Qatar, Lebanon and UK to collect, identify and validate key indicators from the perspective of e-services’ providers. The approach resulted in the identification of five factors levels (service, technology, employees, policy and management and social responsibilities) with fifteen sub-categories of SMART variables. Hence, leading to the development of a new model, STEPS, that can fully explain and predict e-government success from the providers’ point of view. It will work as a strategic management tool to align various stakeholders on common goal and values based on evidence based evaluation of e-services using smart measurable indicators for the improvement of an e-service at the engagement level in the field of e-government. In addition, other fields can benefit from the outcome of this work, such as logistics service providers, who make their services available across new and existing relationships between the Internet commerce firms, their customers, and their vendors

Non-Blocking Signature of very large SOAP Messages

Data transfer and staging services are common components in Grid-based, or more generally, in service-oriented applications. Security mechanisms play a central role in such services, especially when they are deployed in sensitive application fields like e-health. The adoption of WS-Security and related standards to SOAP-based transfer services is, however, problematic as a straightforward adoption of SOAP with MTOM introduces considerable inefficiencies in the signature generation process when large data sets are involved. This paper proposes a non-blocking, signature generation approach enabling a stream-like processing with considerable performance enhancements.Comment: 13 pages, 5 figure

Non-Blocking Signature of very large SOAP Messages

Data transfer and staging services are common components in Grid-based, or more generally, in service-oriented applications. Security mechanisms play a central role in such services, especially when they are deployed in sensitive application fields like e-health. The adoption of WS-Security and related standards to SOAP-based transfer services is, however, problematic as a straightforward adoption of SOAP with MTOM introduces considerable inefficiencies in the signature generation process when large data sets are involved. This paper proposes a non-blocking, signature generation approach enabling a stream-like processing with considerable performance enhancements.Comment: 13 pages, 5 figure

EU Services Directive - Analysis of Requirements

The IT implementation of the EU’s Services Directive contributes to the goal of creating the most competitive and dynamic knowledge-based economic region in the world by the year 2009. This paper will present the concept of points of single contact, cover topics such as the vision for these points in relation to the EU Services Directive, an analysis of necessary requirements for an architectural framework that takes into consideration the specific e-Government background of Romania.EU Services Directive, Romanian e-Government, requirements, design, architecture, process, SOA.

Incorporating the Dual Customer Roles in e-Service Design

E-service involves the delivery of useful services through information technology based service delivery channels such as the Internet. A distinguishing feature of e-service is the active and significant participation of customers in the service co-production process. With increasing customer participation in the e-service co-production process, it is important to incorporate customers’ needs both as a co-producer and as a patron into the design of e-service systems. However, these dual customer roles create a complex decision problem during e-service design. In the current paper we present a customer orientation strategy for e-service design, and propose a corresponding two-stage decision model based upon the customer orientation strategy to evaluate the efficiency and effectiveness of e-service design when the focus of the design is to meet customers’ needs as both co-producers and patrons. The decision model is then applied in an empirical study of the design of e-services of Internet food retailers. Key Words: Service Operations, E-Service, Co-production, Efficiency Analysis, Data Envelopment Analysis

A New Fuzzy MCDM Framework to Evaluate E-Government Security Strategy

Ensuring security of e-government applications and infrastructures is crucial to maintain trust among stakeholders to store, process and exchange information over the e-government systems. Due to dynamic and continuous threats on e-government information security, policy makers need to perform evaluation on existing information security strategy as to deliver trusted e-government services. This paper presents an information security evaluation framework based on new fuzzy multi criteria decision making (MCDM) to help policy makers conduct comprehensive assessment of e-government security strategy.Comment: IEEE 4th International Conference on Application of Information and Communication Technologies AICT201

Mapping service components to EJB business objects

The emerging trends for e-business engineering revolve around specialisation and cooperation. Successful companies focus on their core competencies and rely on a network of business partners for the support services required to compose a comprehensive offer for their customers. Modularity is crucial for a flexible e-business infrastructure, but related requirements seldom reflect on the design and operational models of business information systems. Software components are widely used for the implementation of e-business applications, with proven benefits in terms of system development and maintenance. We propose a service-oriented componentisation of e-business systems as a way to close the gap with the business models they support. Blurring the distinction between external services and internal capabilities, we propose a homogeneous model for the definition of e-business applications components and present a process-based technique for component modelling. We finally present an Enterprise Java Beans extension that implements the model

Assessing the Role of Automation in Managing of Iranian E-banking and its Impact on Social Benefit

Banks in the field of commercial developments have attention to create structural changes in the receiving and payment systems and also have facilities in services process to customers. In fact we can claim one of the reasons of general tendency to electronic business is the banks managers’ attention to the importance and necessity of this phenomenon, thus have led to their trend and serious attention for providing banking structure, based on electronic method. What banking services makes it different in comparing with other conventional methods for using E-Banking systems, is, quantitative and qualitative expansion in customer service. In other words, E-Banking, prepares the situation to customer till have wider and more diverse services. Furthermore, time and spatial dimension will not have effect in reducing or increasing services to customers. Also the customer can control his/her financial activities in every time and everywhere without attending in bank’s branches. The aim of this paper is to illustrate the status of banking automation, its social and organizational consequences in Iranian E-banking system, and providing appropriate recommendations.Bank automation, ATM, E-banking, service quality.

Service-oriented modeling for e-business applications components

The emerging trends for e-business engineering revolve around specialisation and cooperation. Successful companies focus on their core competences, and rely on a network of business partners for the support services required to compose a comprehensive offer for their customers. Modulariy is crucial for a flexible e-business infrastructure, but related requirements seldom reflect on the design and operational models of business information systems. Software components are widely used for the implementation of e-business applications, with proved benefits in terms of system development and maintenance. We propose a service-oriented componentisation of ebusiness systems as a way to close the gap with the business models they support. Blurring the distinction between external services and internal capabilities, we propose a homogeneous model for the definition of ebusiness applications components. After a brief discussion on the foundational aspects of the approach, we present the process-based technique we adopted for component modelling. We then present an infrastructure compliant with the model proposed that we built on top of an EJB (Enterprise Java Beans) platform