XML-based process representation for e-government serviceflows

Abstract

Addressing new public challenges such as the one-stop government and improved service quality, we introduce serviceflow management as a generic concept to coordinate cross-organizational e-government processes. Aiming at a serviceflow management infrastructure for networked service providers we present an XML-based process representation of serviceflows as well as a four layered IT architecture for realizing serviceflow related applications. The research presented is exemplified by the case of citizens applying for postal vote through the web portal of the city state of Hamburg (Germany). The discussion includes how XML-based process representations for egovernment serviceflows enable governmental actors to enter the network age without high investment burdens, but with many options for creating the service-oriented government of the future. © 2002 Kluwer Academic Publishers.