Last ned (Gratis)

Abstrakt

In this paper we investigate the design, development and maintenance of ICT process support for
government services. The motivation is based on the political ambitions for government service
provisioning and the required information infrastructure to implement demand driven service
provisioning. We introduce the different types of flexibility from literature, and look at approaches to
achieving flexibility in process aware information systems (PAIS). Our study shows that synchronizing
flexibility of organizations and the supporting ICT has consequences for the agencies partaking in the
delivery of services, and the organization of service delivery itself. We highlight current challenges
and suggest further directions in order to support development towards service flexibility for
government agencies.

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