A Methodology for the Planning of Appropriate Egovernment Services
In this paper we present a methodology supporting the planning of eGovernment services on the basis of the appropriateness of the services for the users. Appropriateness is a boundary concept, defining the line of visibility involved in service provision. Besides appropriateness, the concept of homology of the system helps to grasp the tangle between socio-cultural and technical issues. The methodology, indeed, allows the design of service aiming to (a) enhance the users capabilities and (b) fulfill planned target objectives. To these ends, the paper introduces the Scenery and Context Indicators (SCI) tool for eGovernment projects evaluation. An example of SCI application is discussed, considering the dependencies between social and technological systems.
KeywordsSmart Card Family Doctor Customer Relationship Manage State Reconstruction Egovernment Service
Unable to display preview. Download preview PDF.
- 1.Avison, D.E. and Fitzgerald, G. (1995). Information Systems Development: Methodologies, Techniques and Tools. UK: McGraw-HillGoogle Scholar
- 4.Tan, C.W. and Benbasat, I. (2006). Comparing e-Government Development Process Frameworks: Towards an Integrated Direction for Future Research. In: Proceedings of the Seventh Mediterranean Conference on Information Systems MCIS’06 – October 5–8, Venice, Italy, 1: 42–52Google Scholar
- 5.De Michelis, G., Casaglia, A., and Cherubini, D. (2007). eProcurement as a Learning Process: What Social and Organizational Concerns Tell to System Development. In: Proceedings of the. Sixth International EGOV Conference 2007, Regensburg (Germany)Google Scholar
- 6.Viscusi, G., Batini, C., Cherubini, D., and Maurino, A. (2007). A Quality Driven Methodology for eGovernment Project Planning. In Prog. The First International Conference on Research Challenges in Information Science – Reis 2007 Sponsored by ICEE: 97–106, April 23–26, Overzazate, Morocco, 2007Google Scholar
- 7.Grönroos, C. (2000). Service Management and Marketing. A Customer Relationship Management Approach. Chichester: WileyGoogle Scholar
- 8.Shostack, G.L. (1984). Designing Services that Deliver. Harvard Business Review, 62: 133–139Google Scholar
- 9.Boudon, R. (1969). Les méthodes en sociologie. France: Presses Universitaires de FranceGoogle Scholar
- 10.Martinotti, G. (1998). Squinternet. Ordine e disordine nella società digitale. In: Borgogna, P. and Ceri, P. (eds.): La tecnologia per il XXI secolo. Prospettive di sviluppo e rischi di esclusione. Torino: Einaudi, 101–129Google Scholar
- 11.BRIDGES.org. (2005). The Real Access/Real Impact framework, for improving the way that ICT is used in development, from http://www.bridges.org
- 12.WEF and INSEAD. (2007). The Global Information Technology Report 2006–2007. Connecting to the networked economy. World Economic Forum and INSEADGoogle Scholar
- 13.Sen, A. (1999). Development as Freedom. Oxford: Oxford University PressGoogle Scholar
- 14.Nussbaum, M. (1999). Sex and Social Justice. Cambridge: Cambridge University PressGoogle Scholar