Analysis of Electronic Service Delivery Processes in Electronic Government: A View of Business Process Reengineering
会议名称：《ICSSSM'04国际会议》
会议日期：2004年
学科分类：12[管理学] 1201[管理学-管理科学与工程(可授管理学、工学学位)]
关 键 词：electronic service delivery processes (ESDP) business process reengineering (BPR) electronic government
摘 要：正 One-stop shop is a basic mode of electronic service delivery （ESD） in electronic government, and it is necessary that business process reengineering （BPR） during its establishing process. In this paper, we get a whole-view investigation of electronic service delivery processes （ESDP）, especially by using classifications matrix in demand, supply, linkage, and structure aspects, etc. Firstly, we drawn the demand characters of ESDP, including degree of value and degree of satisfaction. We presented the satisfaction/value matrix also. Secondly, in supply side, the complexity of ESDP are drawn, including degree of process and degree of technology, and the classification matrix in these characters is given. Thirdly, we link the demand and supply sides together and provid that the classification rules by degree of value and degree of complexity. Fourthly, the structure characters of ESDP are drawn, including degree of mediation and degree of collaboration, and classification matrix is provided. In each section, the application of classification matrix in ESDP and its BPR is discussed carefully, such as the choice of key process by demand classification, the schema of BPR by supply classification, level analysis of ESD by supply-demand classification, and analysis of information technology role in BPR of ESD by structure classification, respectively. And a whole application hypothesis is presented. Finally, a brief summary and discussions are given.