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How to Redesign Government Processes for Proactive Public Services?

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Electronic Government (EGOV 2021)

Part of the book series: Lecture Notes in Computer Science ((LNISA,volume 12850))

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Abstract

Proactive government is a promising approach to user-friendly public services. By acting proactively instead of reacting, governments reduce the interaction effort of a public service for the user and, in doing so, increase its user-friendliness. However, implementing such proactive services in practice is challenging and requires the redesign of the according processes. For example, the data that currently is provided by the user, now has to be collected by someone else. The goal of this paper is to identify reoccurring challenges in the redesign of processes for proactive public services and to develop strategies to overcome them. We analyse business processes from nine public services and conduct ten expert interviews with practitioners. We synthesis the reoccurring challenges into three implementation dimensions and present three implementation strategies. The implementation dimensions inform the feasibility of proactive services in practice and the strategies can be used by practitioners to streamline their efforts to provide user-friendly public services.

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Authors and Affiliations

  1. Fortiss GmbH, Research Institute of the Free State of Bavaria for Software-Intensive Systems, Munich, Germany

    Peter Kuhn, Matthias Buchinger & Dian Balta

Authors
  1. Peter Kuhn
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  2. Matthias Buchinger
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  3. Dian Balta
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Corresponding author

Correspondence to Peter Kuhn .

Editor information

Editors and Affiliations

  1. University of Washington, Seattle, WA, USA

    Hans Jochen Scholl

  2. Center for Technology in Government, University at Albany, State University of New York, Albany, NY, USA

    J. Ramon Gil-Garcia

  3. Delft University of Technology, Delft, The Netherlands

    Marijn Janssen

  4. University of Macedonia, Thessaloniki, Greece

    Evangelos Kalampokis

  5. Linköping University, Linköping, Sweden

    Ida Lindgren

  6. Department of Accounting and Finance, University of Granada, Granada, Spain

    Manuel Pedro Rodríguez Bolívar

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Kuhn, P., Buchinger, M., Balta, D. (2021). How to Redesign Government Processes for Proactive Public Services?. In: Scholl, H.J., Gil-Garcia, J.R., Janssen, M., Kalampokis, E., Lindgren, I., Rodríguez Bolívar, M.P. (eds) Electronic Government. EGOV 2021. Lecture Notes in Computer Science(), vol 12850. Springer, Cham. https://doi.org/10.1007/978-3-030-84789-0_3

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  • DOI: https://doi.org/10.1007/978-3-030-84789-0_3

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  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-030-84788-3

  • Online ISBN: 978-3-030-84789-0

  • eBook Packages: Computer ScienceComputer Science (R0)

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