Faculty of Business and Economics | Chair of Business Informatics, especially Information Management

Public eServices at Regional and Local Levels:

Trends, Problems and Best Practice Contribution: IT Governance in eGovernment: Strategy & Practice

Prof. Dr. Eric Schoop, TU Dresden [email protected]

Video Conference 2007-11-16: St. Petersburg – Tokio – Dresden

Background: Tempus TACIS Project “Integrative Qualification in eGovernment“ (IQeG)

Faculty of Business and Economics | Chair of Business Informatics, especially Information Management • Duration: 2005-10 – 2006-10 • International Conference in St. Petersburg: 2006-10-06 • Partners: – Higher education institutions • Russia: Saint Petersburg State University, Graduate School of Management, Department of Public Administration (GSOM) • Lithuania: Vilnius University, Kaunas Faculty of Humanities, Department of Informatics (VUKHF) • Germany: Technische Universität Dresden, Department of Business Management and Economics, Chair of Information Management (TUD) – Public administration institutions • Russia: City of Saint Petersburg • Lithuania: City of Kaunas • Germany: City of Dresden Dr. Michael Breidung TU Dresden, 2007-11-16 Prof. Dr. Eric Schoop IT Governance in eGovernment | Conf. on Public eServices at Regional and Local Levels, St. Petersburg, RU | Prof. Dr. Eric Schoop Slide 2/ 10

Agenda

Faculty of Business and Economics | Chair of Business Informatics, especially Information Management

• Context

– Research and Teaching Focus – Points of Contact with Public eServices

• Collaboration between

– Technische Universität Dresden – IT Department of Dresden Municipality

• Discussion Points

TU Dresden, 2007-11-16 IT Governance in eGovernment | Conf. on Public eServices at Regional and Local Levels, St. Petersburg, RU | Prof. Dr. Eric Schoop Slide 3/ 10

Focus of Business Informatics (Wirtschaftsinformatik)

Faculty of Business and Economics | Chair of Business Informatics, especially Information Management • Business Informatics is a modern, integrative business (not technical) discipline • Scientifical methodology influenced by – Business Management – Engineering – Social Sciences • Core objectives are – Integration of real world objects and processes – Integration of intra-organisational and inter-organisational systems and processes – Integration of human and automated information processing • Growing convergence of – Information Management – Knowledge Management – Data & Process Management TU Dresden, 2007-11-16 IT Governance in eGovernment | Conf. on Public eServices at Regional and Local Levels, St. Petersburg, RU | Prof. Dr. Eric Schoop Slide 4/ 10

IT-Governance: New IT Management Requirements

Faculty of Business and Economics | Chair of Business Informatics, especially Information Management IT has to contribute to business success more flexible more direct and better measurable Change of perception from traditional “cost center“ or “service provider“ to “

value center

“ or “

enabler

“ Business Strategy IT Strategy

Business Pull

• Management of Information Center like a business unit • Transparency in processes • Measurable value contribution of IT • Enhanced risk management • Compliance requirements TU Dresden, 2007-11-16

Technology Push

• Process orientation as architectural paradigm • Service oriented architectures • Business process management • “Real Time Enterprise“ Vision IT Governance in eGovernment | Conf. on Public eServices at Regional and Local Levels, St. Petersburg, RU | Prof. Dr. Eric Schoop Slide 5/ 10

• Knowledge Acquisition by Learning Processes • Learning = Communication • Model of Social Interaction • Moderate Constructivism • Social Software in the Virtual Classroom Collaboration Knowledge

Research Focus: Knowledge Management, Technical Communication & eLearning

Management Technical Communication • Exchange Standards (SCORM) • Metadata (LOM) Management • Didactical Accentuation of Learning Content (PBL XSD) TU Dresden, 2007-11-16 • Data Engineering • Document Engineering • Semantic Content Tagging • Semantic Navigation IT Governance in eGovernment | Conf. on Public eServices at Regional and Local Levels, St. Petersburg, RU | Prof. Dr. Eric Schoop Slide 6/ 10

Sales Market Procurement Market Labor Market Services Market

Integrated Corporate Communications

Public Relations Information on ...

Structure Aims Methods & Processes Products/Services Internal Corporate Communications Controllable Communication Processes Not controllable Communication Processes Top-Down („traditional“ staff communications, directives, e.g. corp. newsletter) Communication not related to work Bottom-Up („modern“ principle of participation, e.g. specific workshops, communities) Social human-humancommunication In-Between (work- and process-related 2007-11-16 IT Governance in eGovernment | Conf. on Public eServices at Regional Bruhn, 1996, Satzger 2005 Slide 7/ 10

Collaboration between TU Dresden and IT Department of the City of Dresden

Faculty of Business and Economics | Chair of Business Informatics, especially Information Management TU Dresden contributes in the following areas: • Support of the development of the IT strategy of Dresden Municipality • Empirical analysis of the potential of certain citizen related (external) services to become eServices – IT related aspects (functionality, integration) – Economical aspects (cost-benefit analysis) – Psychological aspects (acceptance, barriers, knowledge explication and sharing) • Service process modelling • Support of the eService implementation • Support of training of employees – Development of eLearning courses – Analysis of training demands – Design of complex blended learning arrangements TU Dresden, 2007-11-16 IT Governance in eGovernment | Conf. on Public eServices at Regional and Local Levels, St. Petersburg, RU | Prof. Dr. Eric Schoop Slide 8/ 10

Concrete Examples

Faculty of Business and Economics | Chair of Business Informatics, especially Information Management • Expert Advice for the Saxonian Ministry of Internal Affairs – Success Factors Analysis of Document Management System prototypes for Public Administration (following the DOMEA standard) – Consultation for planned roll-out in whole Saxony • Comparative Analysis of online Citizen Communication from a semiotic viewpoint („Hamburger Verständlichkeitsmodell“ – Schulz von Thun et al.) – City of Dresden, GER – City of Kaunas, LT • Process Models of specific eServices – Online application for „Kindergarten“ places – Online reservation of sports complexes • Online Training course for citizen employees – Vacation planning and substitution process & tool TU Dresden, 2007-11-16 IT Governance in eGovernment | Conf. on Public eServices at Regional and Local Levels, St. Petersburg, RU | Prof. Dr. Eric Schoop Slide 9/ 10

Discussion Points

Faculty of Business and Economics | Chair of Business Informatics, especially Information Management • Selection of Services for eService implementation – Business Process & Cost Benefit Analysis – Business Process Modelling (enhanced event driven process chain eEPK - Scheer 1995) • Already implemented eServices – See Dr. Breidung‘s presentation • Main factors for success – Employees‘ participation – Functioning of knowledge explication & sharing – Identifyable excess value for the citizens and/or for the corporations • Tools for monitoring and evaluation of eServices – Business Process Analysis – Cost Benefit Analysis – Sucess Factors Analysis – Semiotic/Linguistic Communication Model (e.g. „Hamburger Verständlichkeitsmodell“) – Public surveys TU Dresden, 2007-11-16 IT Governance in eGovernment | Conf. on Public eServices at Regional and Local Levels, St. Petersburg, RU | Prof. Dr. Eric Schoop Slide 10/ 10