Business Process Modelling and Help Systems as part of KM in e-government

Abstract

According to the e-Europe Action plan all traditional government services, where citizens are in contact with different public institutions have to be online by the year 2005. E-government services differ from the traditional services offered by administrations in many ways. Therefore these new processes have to be modelled, preferably using special software. Business Process Modelling is a part of Knowledge Management because understanding the processes is the basis of an organisation's knowledge. Using online services will cause a need for special "help-mechanisms" for both citizens and administrations in "one-stop-shops": Help Systems will support the users of online-services during their use. Presenting some case studies this paper will show the first steps in Business Process Modelling and adapting Help Systems for e-government scenarios in Austria.