Public services reengineering through cost analysis and simulation: The eGOVSIM II platform

Abstract

Formal methods for measuring the impact of transformation of public services to digital transactions is an important research challenge in the non-bureaucratic government. The eGOVSIM II toolset is a prototype Web-based application aiming to provide administrations with a methodology and an information system to calculate the gains from automating and delivering interoperable services for citizens and businesses. The chapter presents the eGOVSIM II platform, which has been developed on the basis of the eGOVSIM analytical cost calculation and simulation model. It is based on the SCM and ABC methods and has extensive capabilities in capturing and measuring the various cost elements of governmental services, calculating both the cost for the administrations and the citizens or enterprises, in different levels and scenarios of automation. The eGOVSIM II platform facilitates the definition of several service provision scenarios, allowing the calculation of time, effort, and cost elements of each scenario. The chapter provides a full view of the publicly available system and its functionalities, by showcasing an application scenario testing the reengineering of public services in a Greek Public Sector organization. Results from this application and different scenarios executed in the past are showcased to provide a view on the applicability and overall value of the approach. Finally, lessons learned and future research directions for cost estimation are described.