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Towards e-government: a survey of problems in organisational processes
Mid Sweden University, Faculty of Science, Technology and Media, Department of Information Technology and Media.
Mid Sweden University, Faculty of Science, Technology and Media, Department of Information Technology and Media.
Responsible organisation
2006 (English)In: Business Process Management Journal, ISSN 1463-7154, E-ISSN 1758-4116, Vol. 12, no 2, 149-161 p.Article in journal (Refereed) Published
Abstract [en]

Purpose - The purpose of this paper is to look at process initiatives in the Swedish social insurance administration, focusing on the problems of crossing functional boundaries, co-ordinating processes over inter-organisational boundaries and the issue of whether to aim for radical or incremental change.

Design/methodology/approach - The survey involved data collection including a study of internal documents and 16 individual personal interviews.

Findings - The organisation experiences collaboration problems when cross-functional work and processes collide with the traditional and hierarchical command and control structures. These are not easily dismantled, meaning intensive work to change the culture and break functional mind-sets. Furthermore the administration struggles with and can benefit from co-ordination of processes over the inter-organisational boundaries. Changes in the customer front-line affect the rest of the organisation and its processes. The study has shown that both functional units and support processes deep inside the organisation, like the systems development process, are affected, and that deficiencies in the underlying structure and organisation are revealed. The process efforts so far are scattered, but it may be more important for organisations to deploy process change, as a continuous strategic initiative, rather than embarking on huge radical redesign programmes. Originality/value ? Little information regarding processes and the public sector exists, and problems likely to be encountered by other public organisations are pointed out. The survey also puts light on support processes - not only business processes - required for e-government.

Place, publisher, year, edition, pages
2006. Vol. 12, no 2, 149-161 p.
Keyword [en]
Electronic commerce, Insurance companies, Organizational processes, Social benefits, Sweden
National Category
Computer Science
Identifiers
URN: urn:nbn:se:miun:diva-1132DOI: 10.1108/14637150610657503Scopus ID: 2-s2.0-33645518268Local ID: 3495OAI: oai:DiVA.org:miun-1132DiVA: diva2:26164
Available from: 2008-09-30 Created: 2009-10-28 Last updated: 2016-09-28Bibliographically approved
In thesis
1. Problems in public e-service development
Open this publication in new window or tab >>Problems in public e-service development
2006 (English)Doctoral thesis, comprehensive summary (Other academic)
Abstract [en]

This thesis focuses on the general problem of integration and co-operation between business and IT organisations, and on the specific problem of co-ordinating the development process across stovepiped departments that do not collaborate cross-functionally. The purpose is to increase knowledge and understanding about public organisations’ difficulties in meeting their customers’ and the organisation’s needs for electronic services. The thesis also presents a model showing the relationships between factors of importance for understanding public organisations’ difficulties in implementing cross-functional or inter-departmental electronic services. The research is based on case studies of public and private organisations, and results show that public organisations attempting e-government will face large problems if they are unable to solve their internal stovepipe problems. On the other hand, they cannot expect the stovepipe problems to be solved without increasing customer orientation. Many private organisations have increased their speed in e-services, customer orientation and organisational changes, and have faced economic pressure early, while the public organisations are impeded by the role of law, complex goal structures, lack of collaboration and culture. But at the same time the public organisations are following a similar path to that of the private, and areas have been found where there are little differences (e.g. development processes and purchaser-contractor relationships). Furthermore, the thesis has identified a large potential in the use of enterprise architecture for improving co-operation between business and IT organisations and in the purchaser-contractor relations. An architecture is an important prerequisite for dealing with the growing complexity in describing an enterprise and its business, information, applications and technology.

Place, publisher, year, edition, pages
Sundsvall: Mittuniversitetet, 2006. 62 p.
Series
Mid Sweden University doctoral thesis, ISSN 1652-893X ; 11
Keyword
E-government, e-services, business processes, development processes, stovepipe organisations, case study
National Category
Computer Science
Identifiers
urn:nbn:se:miun:diva-8879 (URN)91-85317-24-1 (ISBN)
Public defence
2006-06-08, Sundsvall, 00:00 (English)
Opponent
Supervisors
Available from: 2009-05-06 Created: 2009-05-06 Last updated: 2014-10-03Bibliographically approved

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CiteExportLink to record
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