Benchmarking G2B eServices in the US: A Survey to Identify Maturity Levels Based on the Mystery User Approach

As public administrations are increasingly transforming towards customer-oriented service providers, the availability of municipal E-Services increases. Particularly, E-Services addressed to Small and Medium Sized Enterprises (SMEs) representing 90 % of all enterprises in the U.S. are of interest. While generic surveys on E-Government portals are conducted manifold, surveys dedicated to Government-to-Business (G2B) E-Services are neglected. Thus, the paper presents the status quo by illustrating the results of a benchmarking survey. The survey analyzes the offer of G2B E-Services in 50 U.S. large and capital cities. Furthermore, the identified criteria for the survey provide a basis for a maturity model. The study is accomplished according to the “Procedural model for the Benchmarking of Service” – DIN PAS 1014 and is conducted with the “Mystery User” approach. The findings of the survey address academic research as well as administration practice in the context of E-Government

Lecture Recording in a Blended Learning Arrangement for Teaching Enterprise Resource Planning Systems - Framework, Prototypical Implementation and Evaluation

Universities aim at educing high qualified students that are able to work in practice as well as in research after their graduation. Therefore academic courses have to satisfy high didactical, professional und practical demands. Blended learning as the preferred instrument in teaching enterprise resource planning systems will be presented by a prototypical implementation in a case based framework. The principal objectives of the afterwards evaluation were to determine the overall effectiveness of the system in supporting students learning activities and to better understand students learning processes. Qualitative analysis indicates that students were motivated to use the system in order to repeat difficult contents and to be timely independent. Findings further deliver the main recommendation to keep recorded lectures smaller than the original face-to-face course

Web 2.0 in Healthcare: The Rise of a Fashion Wave? Examining the Discourse in the Literature

Electronic Health (eHealth) increasingly refers to possibilities that arise from the so-called innovation “Web 2.0”. Accordingto management fashion theory, many innovations can be classified as a fashion and only offer minor benefits fororganizations. Such fashions have a diffusion and a discourse lifecycle. In this study we shed light on the discourse on Web2.0 in healthcare. In order to explore how the discourse has emerged, we examine a selection of both the scholarly IS researchand practitioner-oriented literature. Our findings show that there is almost no academic discourse on Web 2.0 in healthcare inthe IS research literature. In contrast, we find an ongoing discourse on the subject with a wave-like shape in the domainspecificand practitioner-oriented literature. Our findings also provide some arguments for the debate on the link betweenscholarly IS literature and their practical relevance

Web 2.0 in SME Networks - A Design Science Approach Considering Multi-Perspective Requirements

As small and medium sized enterprises (SMEs) face new challenges in a complex and dynamic competitive environment, they need to cooperate due to their restricted resources and limited capacities. At this, Enterprise 2.0 is seen as a supporting approach. To this date, there is a lack of academic publications concerning recommendations for the application of Web 2.0 artifacts in SME-networks. This paper aims at bridging this gap by suggesting a conceptual base following the design science approach. Based on technical and organizational requirements resulting from exploratory interviews with representatives of SMEs participating in a regional SME-network, we transfer the requirements in a prototypic concept. This developed artifact provides a basis for a field test to evaluate the concept and for further research

Tackling Complexity: Process Reconstruction and Graph Transformation for Financial Audits

A key objective of implementing business intelligence tools and methods is to analyze voluminous data and to derive information that would otherwise not be available. Although the overall significance of business intelligence has increased with the general growth of processed and available data it is almost absent in the auditing industry. Public accountants face the challenge to provide an opinion on financial statements that are based on the data produced by the automated processing of countless business transactions in ERP systems. Methods for mining and reconstructing financially relevant process instances can be used as a data analysis tool in the specific context of auditing. In this article we introduce and evaluate an algorithm that effectively reduces the complexity of mined process instances. The presented methods provide a part of the foundation for implementing automated analysis and audit procedures that can assist auditors to perform more efficient and effective audits

ASSESSING THE QUALITY OF G2B INTERNET PORTALS – A BENCHMARKING APPROACH

Public administrations transform themselves into customer-oriented service providers. Consequently, the availability of G2B electronic services (e-services) is increasing. Within this exploratory paper, we present the status quo of the G2B portals with two research objectives: Firstly, we provide a benchmarking quality assessment with a scoring model and a maturity model. Secondly, we analyse the data empirically from a descriptive and an inferential point of view. The inferential analysis implies microeconomic factors. Hence correlations between and the influence on the quality of G2B e-services and regional economic structures (e.g. GDP growth rate, GDP per Capita, unemployment rate) can be analysed. With these methods, we analyse the offer of G2B e-services in all 27 European capitals and all European cities with more than 500.000 inhabitants. The results show, that the best portal achieves 60 % of the overall scores. Moreover the economic factors only have limited influence over the quality of G2B services. The rising of the directive on services in the internal market, gives a starting point for the results. Our results provide a starting for quality recommendations on the one hand and for further research on the other hand

Design of User-Oriented Mobile Service Support Systems - Analyzing the Eligibility of a Use Case Catalog to Guide System Development

In virtue of the demand for mobility in many work environments such as in the field service, appropriate technology is needed to enhance operational and business efficiency. This makes flexible and mobile support for communication and coordination among actors in mobile work environments such as in the field of the Technical Customer Service (TCS) inevitable. However, designing a service support system is a complex task considering the high number and variety of components required and workflows involving several parties. Before system development can take place, requirements of the users need to be considered. Therefore, we applied two software engineering concepts comprising use cases and User Centered Design (UCD). The contrasting juxtaposition of the results allows the validation of the existing Use Case Catalog (UCC) and gives indications about the eligibility of the UCC for the design of user-oriented mobile service support systems

Elicitation and Consolidation of Requirements for Mobile Technical Customer Services Support Systems - A Multi-Method Approach

Due to the various tasks in the domain of Technical Customer Services (TCS) service technicians face the problem to deal with several duties at the point of service in a short time. In order to support their daily work an adequate mobile IT-support is needed. Unfortunately, the development of such systems is a complex and complicated task since diverse requirements have to be considered. Until now little research has been done regarding the requirements of mobile TCS support systems. Goal of this contribution is to elicit requirements for such a mobile assistance system. As a first step to fill the gap a multi-method approach has been conducted and a list of 55 requirements has been derived. These consolidated requirements can serve as a blueprint for the specification of mobile TCS support systems