PROCESS MODELLING – BURDEN OR RELIEF?

Living Process Modelling within a Public Organisation

Silke Palkovits

BOC Information Technologies Consulting GmbH, Baeckerstrasse 5/3, 1010 Vienna, Austria

Thomas Rössler

Secure Information Technology Center Austria – A-SIT, Inffeldgasse 16a, 8020 Graz, Austria

Maria Wimmer

University of Linz, Insitute of Applied Computer Science, Altenbergerstr. 69, 4040 Linz, Austria

Keywords: Integrated process modelling, Business Process Modelling

(BPM), e-business, e-government, security

aspects

Abstract: Process modelling and process reorganisation ar

e key criteria in regards to successful implementation of e-

government. Yet up to recently, e-government had a rather technical dimension. Nowadays, it is being

recognised that e-government is multi-faceted and that it requires a holistic approach. However, the

questions of ‘how can the concept of Business Process Modelling (BPM) be applied successfully’ and ‘what

is the added-value of managing an authority’s processes’ often cannot be answered immediately and directly

due to the complexity of this topic. So, many public authorities shy at thinking in a comprehensive way and,

instead, continue to focus on single issues because these are simpler to understand and easier to manage.

The aims of this paper are to create awareness about the added-value of integrated business process

modelling, to introduce a holistic concept for the analysis, re-organisation and modelling of government’s

processes and to propose a tailor-made methodology for describing the processes. The authors will go

deeply into the topic of process management with specific requirements of public authorities including legal

as well as security aspects. Reading through this contribution, the reader should easily recognise the added

value of BPM for public administrations and that the management of processes within public administration

is a relief and not a burden.

1 INTRODUCTION

In the last few years the term e-government became

a synonym for modernisation of the public sector,

better services to the citizens, integration of the

citizens into the political decision making process

(e-participation) and increase of efficiency within

government. This keyword was determined by a

number of political strategies all over Europe like

UK-online and the e-government interoperability

framework e-GIF

in Great Britain,

Office of the e-envoy, http://www.e-envoy.gov.uk, and

e-GIF

BundOnline2005

in Germany, eAustria

in Austria

or the regulation of the European Union

to create

prerequisites for an efficient administration until

2005.

http://www.govtalk.gov.uk/schemasstandards/egif_doc

ument.asp?docnum=731

BundOnline 2005 in Germany,

http://www.bund.de/BundOnline-2005-.6164.htm

e-Government initiatives and strategies of Austria’s chief

information office and ICT-Board, www.cio.gv.at

Initiatives eEurope 2002 and eEurope2005,

europa.eu.int/information_society/

eeuropenews_library/eeurope2005/index_en.htm

Palkovits S., Rössler T. and Wimmer M. (2004).

PROCESS MODELLING – BURDEN OR RELIEF? - Living Process Modelling within a Public Organisation.

In Proceedings of the Sixth International Conference on Enterprise Information Systems, pages 94-102

DOI: 10.5220/0002631900940102

 SciTePress

Since e-government is not any more understood

only as introducing ICT into the governmental work,

but is being perceived as a multi-faceted paradigm

for modernising public administration and

governments (c.f. the communication of the EC on

the role of e-government in 0), a brief determination

of the expression for our scope is required. In

accordance with 0 0 0 0 and 0, we refer to the part of

e-government that addresses the usage of ICT in

order to efficiently serve customers of public

administration (citizens, companies, NGOs, NPOs,

intermediaries) and governments themselves.

As a request of above mentioned national and

international strategies and policies towards

successful implementation of e-government, process

modelling and process reorganisation are becoming

key criteria and a major part within such projects.

This may be due to the high complexity of

governmental processes and organisational

structures. Another reason may be that, up to now,

focus of BPM tool developments was put on the

industry sector, where BPM has been accepted as an

important step in modernisation and optimisation of

business processes. Appropriate modelling

methodologies and tools for the public sector are not

really available yet.

In this contribution, we demonstrate that process

modelling is not a burden to public organisations but

a turnkey solution to support public administrations

in the efficient and effective reorganisation and re-

engineering of administrative processes towards

customer-oriented online service provision.

Section 2 of this paper investigates BPM in

general and in specific within the context of public

administrations. Based on that, tool and

methodology requirements are discussed in section

3. Since security and privacy are key criteria in

governmental service provision, section 4

investigates such requirements and describes a

concept to model security aspects with the support

of a comprehensive BPM tool. Section 5 concludes

with a discussion of the added value of such a

holistic BPM-tool for the public sector. I.e. the

benefits of introducing process management into

public organisations and of describing security

requirements for internal processes as well as for

processes related to the citizen are highlighted.

2 BUSINESS PROCESS

MANAGEMENT

Business Process Management (BPM) comprises a

number of different tasks concerning organisational

processes. BPM is often used as a generic term for

Business Process Reengineering (BPR), Quality

Management or Implementation of Workflow

Management Systems 0. Important parts of Business

Process Management are the acquisition of relevant

data and the illustration of models of the

organisation, the products and processes as well as

the usage of resources like for example information

technology. The analysis and simulation of the

models deliver advice for the strategic optimisation

and quality assurance.

The state-of-the-art in the area of modelling of

organisations is based on fixed meta models. A

meta-model is the formalism the modelling bases on

(or more detailed information read 0 ).

Requirements for a modelling platform like

flexibility, adaptability and openness should be

fulfilled by environments providing flexible meta

modelling capabilities 0. The main characteristic of

such environments is that the formalism of

modelling – the meta model – can be freely defined.

Such a meta modelling tool was developed by BOC

in the mid 90s

. The idea of being flexible, adaptable

and open for all business branches turned out to be

successful.

Talking about all branches also includes public

administrations. Being successful in this area means

to find out what public authorities want and need

from process management. The lack of an already

existing modelling tool leaded to the initiation of a

research and development project in Austria to

implement and customise a BPM methodology and

tool specifically targeted for the public sector. This

project result is called ADOamt

® 6

. The approach is

to develop a modelling tool, which realises the most

important requirements to support the

implementation of e-government solution from a

business process management (BPM) and integrated

service modelling perspective. Some of these

requirements are the identification of actors and their

roles, the definition of possible communication

channels, the transparency of the flows, the

standardisation of terminologies for an efficient and

transparent communication, the integrated modelling

from the portal to the back office and the integration

ADONIS

, www.boc-eu.com

www.adoamt.com

PROCESS MODELLING - BURDEN OR RELIEF? LIVING PROCESS MODELLING WITHIN A PUBLIC

ORGANISATION

of the citizen as customer and company clerk as

service provider.

2.1 BPM within Public

Administrations

Government's internal and external traditional

business processes need to be adapted to electronic

businesses processes. For the external perspective,

this means to provide public services in a well-

structured and well understandable way meeting the

needs of the specific users (i.e. citizens, businesses,

other organizations). Here, re-engineering of

business processes for better serving the needs of

citizens or enterprises in specific situations (“life-

events, business situations”) is an important option 0

Implementing integrated e-Government means to

adequately map external service structures to

internal process structures of public authorities as

well. Integrated service and process models are of

utmost importance for achieving a seamless

government. A great help in this respect is a logical

and organizational separation of front offices, which

bundle citizens’ demands and pass them on, and

back offices, which satisfy these demands through

adequate business processes and products.

Apart from the process perspective, a

comprehensive approach towards BPM requires the

integration of different resources and perspectives,

like (cf. 0)

− Users: as already mentioned, government

activity is strongly impacted by the variety and

diversity of stakeholders involved in a certain

business case.

− Laws: government activity is heavily based on

legal regulations and norms.

− Security: government activity requires high

security and trustworthiness as well as

implementation of privacy decrees. Customers call

for the same quality of security in e-government as

in the traditional way of service consumption.

− ICT resources: to implement e-government

one needs to know, which applications, data

resources and network protocols are used.

− Organisation: as already mentioned, BPM is

strongly related with the organizational structure of

an institution and its relation to other institutional

bodies.

− Data, info and knowledge: official proceedings

require data and document input and outputs. One

has to integrate these resources adequately in the

process workflow.

To realize the need of developing such integrated

process models, an appropriate BPM methodology

and tool is key. Section 3 of this paper is introducing

the project approach, the practical implementation of

the BPM tool as well as a critical discussion of the

topic.

3 TOOL AND MODELLING

REQUIREMENTS

As pointed out above, e-government requires a

holistic concept and integration of technological,

organisational, user-specific and process-specific

dimensions. An integrated approach of BPM is an

instrument to harmonise the issues of these

dimensions and to realise a comprehensive business

process re-organisation motivated by innovative IT

potentials (see also 0 ).

The project idea was born after the authors

experienced the lack of an appropriate modelling

methodology for the use within e-government

project on national and international levels

. Basic

requirements from the administration point of view

were the comprehensive insight into inter-

organisational and front- and back-office processes,

an integration of the organisational and technical

perspectives, a horizontal integration in respect to

service bundling or an integration of decisions in the

limelight of political strategies of governments.

As stated in the introduction of this paper,

Austria is in the middle of the transformation from

government to e-government. Huge projects

launched by the federal government, clear directives

for federal, regional and local administrations and

the new e-government law

are pushing authorities

into the information technology age. A big issue is

the transformation of processes as they are executed

now to processes automatically executable.

ADOamt

, the modelling methodology covering

the requirements of public administrations to

identify, describe, analyse and document their

processes, was developed within a nationally funded

project, approved in some practical projects and is

now in its second development phase. The following

sections will describe the procedure model within

ADOamt

, some project insights as well as a critical

discussion about introducing BPM with ADOamt

at public administrations.

see http://www.egov-project.org and [11]

E-Government-Gesetz; January 2004

ICEIS 2004 - INFORMATION SYSTEMS ANALYSIS AND SPECIFICATION

3.1 Procedure Model

Through the provision of a number of different

model types within ADOamt

, diverse management

approaches can be followed within the BPM tool.

Process models are seen as the core element as the

process flow, upcoming decision paths, activity

descriptions, documents links, executing roles and

performers and other resources are identified and

described. The strategy-/planning model supports

the life-event approach described in [11] [12]. The

products and services offered by public authorities

can be depicted and linked to the process models

executing such services. Security aspects, described

in more detail in section 4, are an important issue

within e-government and are therefore handled in a

separate model type.

Use case diagrams, activity diagrams and class

diagrams from the UML notation are provided to

follow a model-based application development.

Another management approach supported by

ADOamt

is the IT infrastructure management to

administer the underlying IT within public

authorities.

All the model types are interacting with each

other to form an integrated, multi-level business

process management tool.

Figure 1: Holistic Process Modelling Framework

In order to scoop out the whole spectrum of the

tool the following modelling procedure is suggested.

Starting from the description of products and

services in the strategy-/planning model, either

following the life-event approach or in form of a

business model, the products and services are

assigned to organisational units providing them.

Business processes are describing the procedure,

how products and services are provided to the

citizen and how internal processes are executed. The

processes are modelled on swim lanes to structure

the activities according to the involved roles. The

working environment, depicting the organisational

units with their performers and roles, is process-

oriented and is directly assigned to the process

models. The business process with security aspects

is automatically generated out of the business

process and provides security attributes to be

documented according the description given in

section 4 of this paper.

If the technical part of the realisation of e-

government projects should also be model-based,

several model types are provided within ADOamt

3.2 Project Experience and Critical

Discussion

The first project period was finalized in November

2002. From this time on the project members were

eager to practically use the modeling methodology

in practical projects to get some feedback and results

from public administrations.

ADOamt

is used in projects with reference

cities by a local team of ministerial delegates and an

internationally operating consulting company

well as in several Austrian ministries.

Experience showed that most e-government

projects with the aim to provide services to the

citizen via an online platform do not take business

processes into consideration. The general attitude

about business process management in federal

governments is rather negative as it is often seen as

additional not necessary work. Federal governments

are workflow-oriented to tighten their internal

organizational processes and their service processes.

But from the authors point of view the identification

of the as is processes is of utmost importance in

order to identify the automation potential of the

should be processes. Several applications show the

results of that attitude and are not really timesaving

and satisfactory for the citizen (e.g. mobile parking

or annual adjustment of income tax).

The situation for local authorities is a bit

different. Business process modeling is seen as a

burden rather than a relief. But especially for small

organizations, business process management can

offer numerous advantages like the efficient usage of

limited resources or cost saving online services for

the citizen.

Critics of the business process management

approach may have the argument that BPM is time

consuming, costly or even more confusing to not

experienced project responsibles. Maybe in some

point they are right, but with the right concept, the

CIO Office, www.cio.gv.at, and Unisys

PROCESS MODELLING - BURDEN OR RELIEF? LIVING PROCESS MODELLING WITHIN A PUBLIC

ORGANISATION

appropriate support and a flexible management

integrated business process management can be seen

as strategic assistance in executing successful

projects.

The next section is concentrating on the security

aspects within e-government applications and the

need of documentation of such aspects within

process models.

4 SECURITY ASPECTS

Mapping conventional business process models of

public administrations to e-governmental

applications requires keeping an eye on security

aspects. Ideally, during the modelling phase the

process owner should be already faced with security

requirements and their impacts. However, in a

business process modelling tool there is a need to

express security requirements in an abstract way. As

a result, close to the business process model some

kind of security model should arise.

4.1 Security Requirements for e-

Governmental Applications

Talking about e-government means to talk about IT

security. The aim is to build a system guaranteeing

at least the same security standards than

conventional governmental applications provide

nowadays. Moreover, within such new applications

users and providers are facing even higher security

risks. Thus, there is a need to take a lot of additional

efforts for reducing these rising threats.

Giving a brief overview, we have to ensure at

least the following principles 0:

− Identification

− Authentication

− Non-Repudiation

− Confidentiality

− Data Integrity

− Availability

Identification means to identify some entity,

namely the user, in context with the application. In

order to ensure that a person is really the one it

claims to be, there is a need for some kind of

authentication. There are a lot of possibilities to

realize authentication. Especially in context with e-

government, citizens may use their smart cards for

this purpose. In some circumstances, there is no

need to authenticate a person by the use of such a

strong mechanism. Very often it would be sufficient

to do this by asking for some ordinary credentials

such as a password or a PIN.

Non-Repudiation is of paramount importance, in

e-governmental applications respectively. Not only

the user has to be forced to do not repudiate his

actions, but also public authorities have to do so

either. Confidentiality and data integrity seems to be

naturally, however, they are one of the most

important requirements.

At last, depending on the application availability

may become very important. It is obvious, that very

critical processes have to be realized redundantly in

order to guarantee that the process keeps on running

anyway.

Beside these major requirements, local

legislative administrations may add some additional

requirements defined by law. Depending on the local

situation, data protection laws

or e-governmental

laws

have to be considered.

4.2 Modelling Security

Conventional business processes contain a lot of

security measurements and security requirements

without knowing them explicitly. For example,

client authentication at some public administrative

offices takes place without any additional effort by

simply adding the client’s signature onto the form.

In some cases, there is also a need for strong

authentication in the sense of presenting some

personal ID-card or some kind of birth certificate.

Many of these security measurements and security

tasks happen without being noticed. In e-

governmental applications, these security tasks have

to be rebuilt by some adequate IT security

measurements.

E.g. in Austria: Datenschutzgesetz (DSG 2000). StF:

BGBl. I Nr. 165/1999 idgF.

E.g. in Austria: Bundesgesetz über elektronische

Signaturen (Signaturgesetz – SigG), BGBl. I Nr.

190/1999 idF: BGBl. I Nr. 152/2001

ICEIS 2004 - INFORMATION SYSTEMS ANALYSIS AND SPECIFICATION

Figure 2: Approach for modelling security

Therefore, in order to be able to create a business

model, which should contain all the information for

transforming it into e-enabled processes, these

hidden security requirements have to be discovered

and they have to be inserted into the business

process model as well.

Since business process modellers are normally

not familiar with IT security and since IT security

can become quite complex especially with regard to

the high security requirements given within e-

governmental environments, there is a need to

describe security on a quite high abstraction level.

Providing an easy approach for modelling

security related aspects within business process

modelling the following workflow is applicable (Fig.

1), which consists of the following steps:

− Evaluation of the document

− Altering the security level based on the environment

− Altering the security level based on the modeller’s

experience

Document Evaluation: Modelling security, as

described in this paper, is based on the thesis, that

the level of security of an activity, or of the process

as such, is demanded mainly by the data contained

in the documents used. In other words, the data

contained in the forms and records involved in an

activity define the basic security requirements.

Based on the evaluation of the data contained in

a document it can be categorized with different

security levels. Such a security level is a quite good

abstraction describing the strength of security

measurements that have to be implemented.

Consideration of the Environment: The basic

security level retrieved from the document

evaluation step may be altered depending on the

environment of the process. Therefore, activities

working in the back office area may require a lower

level of security although the data and documents

require a higher level of security. In such a situation,

the environment provides some security itself

resulting in a lower overall security level.

Altering the resulting security level by using

the modeller’s experience: The modeller’s

experience should be used to vary the resulting level

of security as well. Thus, for any good reason the

modeller is able to correct the resulting level of

security according to the situation. Of course, any

alteration has to be explained by the modeller. Such

an explanation is important for an optional

evaluation process asserting that the security

requirements claimed by the model are sufficient.

Summing up, a document or its data respectively

require a basic level of security. Based on this basic

level, the modeller can modify it and he is asked for

adding his experiences and to consider the

environment either.

4.3 Influences on the Tool

Within the tool, the conceptual workflow

presented in the last section is the basic idea for

modelling security. Therefore, for creating a

business process model containing security

requirements as well, the modeller has to obey this

workflow.

This means that in a so-called document model

all existing documents have to be evaluated based on

their contents as described in the workflow. Thus,

the tool provides the possibility to compare the

content with applicable criteria allowing

categorising them easily. For example, in an

Austrian version of the tool, these criteria are

partially taken from the local legislation such as the

data protection law or the so-called information

security law

. Both of them allow to evaluate

documents and to categorise them in security levels.

An activity using these categorised documents

inherits initially the level of security given by them.

If several documents are used, the highest level

required by at least one document is the one the

activity gets assigned.

To depict the security level required by an

activity, a special security view is helpful.

Fig. 1 Workflow for security level

determination

E.g. in Austria: Informationssicherheitsgesetz (InfoSiG),

StF: BGBl. I Nr. 23/2002 idgF.

PROCESS MODELLING - BURDEN OR RELIEF? LIVING PROCESS MODELLING WITHIN A PUBLIC

ORGANISATION

Security Level

III

Secured

Connection

>100

Security Level at

the output

Security Level at

the input

Security Level of

the main part

Therefore, the models illustrating activities from the

security perspective can be divided into three parts:

the input, the output and the process itself. Figure 3

depicts a symbol for a business activity (in the

security view) showing the three parts and their

security levels.

Figure 3: Activity with security levels

ach of them requires different levels of security

depending on the docume s used and depending on

the given environment as well. Thus, on one hand it

is possible to have some critical documents requiring

some hig t of an

act ity. On the other hand, the documents used at

the

If the

uld

del

ity measurements

her level of security at the inpu

output may be not the same. Thus the output

requires a lower level of security. This is why the

input and the output are considered separately from

the point of view of security. The main part

describing the security level, and security

requirements respectively, of the process itself can

vary not only depending on the documents used but

also with regard to the activity’s environment.

As mentioned before, the workflow used to

determine the resulting level of security is

influenced by the environment of the process and by

the experiences of the modeller. Thus, the tool

provides a lot of possibilities for altering the basic

security level given by the documents used.

deller decides to vary the security level inherited

from a set of documents, he is forced to give some

arguments for reasoning. As mentioned above, these

arguments are very important in the case of

verification of the security requirements. Especially

within e-governmental applications, processes and

their security requirements should be verifiable.

Throughout the whole work on modelling the

business process and considering the security

requirements, the user is never touched with

technical details concerning the realisation of the

required security measurements so far. However, the

tool and the resulting business process model sho

iver requirements for the IT specialists realising

the process and its activities as well. Therefore,

since the user assigns abstract security levels only,

though, these security levels can be mapped to hard

requirements for the IT specialists.

Table 1 gives an example of the assignment

between security levels and their corresponding

security requirements and their security

measurements respectively.

Table 1 Mapping security levels to secur

Sec.

Level

Ident./

Auth.

Additional

Requirements

Comm

0 - - -

I - standard system SSL/

TLS

II chall. resp. ID-card SSL/

dig.signature TLS

III cert ty L/

ificate no manipulabili SS

Nevertheless, the process modelling to ould

pro de so s, w dva user

the possibility to add con y requ nts.

For exam ring a t e of

certificates or by the use of some challenge onse

mechanisms may be specified during modelling.

ide

var

scussed

advantages and added values of using business

ons.

ded

val t levels: local,

regional and federal.

standard interfaces to operative systems. These goals

ol sh

vi me setting hich give an a nced

iremecrete securit

ple, requi uthentication by he us

-resp

Modelling security requirements by the use of a

process modelling tool enables to simulate and

calculate additional efforts caused by the security

measurements. Therefore, a set of data describing

the additional efforts raised by using security

technologies must be available. Due to the w

iation of security mechanisms and their

implementations respectively, it is necessary to

collect these data in an environment similar to the

target environment given in a public administration

for instance.

However, by the use of such sets of data in

context with the security model, the process

modelling tool might simulate additional efforts

needed, e.g. time delay, additional costs, etc.

5 ADDED-VALUE FOR PUBLIC

ADMINISTRATIONS

In previous sections we already di

process management within public administrati

These paragraphs should now stress the ad

ues for authorities at differen

Three objectives of utmost importance within

public organisations could be named efficiency

increase, quality increase of public services and

standardisation in the sense of reference processes or

ICEIS 2004 - INFORMATION SYSTEMS ANALYSIS AND SPECIFICATION

100

can be achieved with the help of management

approaches like bu

siness process management,

qua

line. Business

pro

able to

all

proach including the description and

doc

d be realised with

the

velopment of a tailor-

made modelling methodology the authors come to

lic authorities need an

veloping innovative and

new public services in order to become more citizen-

Commission to the Council, the European

Parliament, The European Economic and Social

Committee and the Committee of the Regions,

final, Brussels, 26.9.2003,

ation_society/eeurope/2005/

Gis

Grö

pplications

lity management or IT Management. The

integrated approach described in this paper supports

such management approaches and can be the basis

for an integration platform.

Local authorities have different priorities and

objectives than regional or federal. Cities or villages

heavily emphasise on the development of a catching

Internet presentation of their organisation. Offering

public services via the Internet needs the

transformation of processes to e-processes, that is

the possibility to execute processes on

cess management optimally supports this

intention by finding, describing, optimising and

documenting governmental processes. An example

of such an e-process could be the online application

for a new passport or the online registration.

Another big issue in local governments are

reference processes and the communication and

cooperation with other local authorities. By

providing reference processes to cities a lot of effort

can be avoided. The process for an application for

holidays for example could be standardised and

published in the intranet/internet to be avail

employees.

The regional level itself pursues different

objects. It is quite important for these authorities to

be well coordinated in their daily treatment with

local and federal organisations. Therefore

standardised processes should be the major goal.

These processes can be developed by an integrated

management ap

umentation of the processes, the implementation

of interfaces to standard software or legacy systems

and the transformation of the business processes to

workflow management systems for online execution.

The measurement of indicators and goals combined

with the business processes is becoming a major

issue for public administrations.

Last but not least federal governments define

their objectives on a higher level. Comprehensive e-

government projects surface the IT landscape of

federal authorities, portals for online public services

are developed and standardisation efforts became of

utmost importance. These goals demand a well-

structured organisation that coul

help the integrated business process management

toolkit developed in the project described above.

Process modelling is an essential aspect in e-

government projects in order to depict the

significance of the changes and necessary adoptions

of procedures and products within public

administrations (for example online public services).

The integration of organisational and IT

perspective as well as strategic and operative level

become a crucial success factor. The process

modelling tool ADOamt

faces the challenge and

supports public authorities in their whole process life

cycle – from the strategic decision over design of

processes to the execution and evaluation. The

dularity and openness of the process modelling

tool offers the possibility of the integration of

different software tools like workflow management

systems, standard software or groupware tools. The

integrated modelling from the portal to the back-

office including the underlying IT architecture as

well as the integration of the involved parties

(citizen, organisation, administrative clerk, etc.)

form the core of ADOamt

6 CONCLUSION

After more than one year of working intensively

with the topic process modelling within public

administrations and the de

the conclusion that pub

integrated platform for de

oriented and transparent in their day-to-day business.

The high level of interest in our work coming from

representatives of different administrative

organisations makes us confident that we are on the

right way helping e-government projects become

successful.

REFERENCES

Commission of the European Communities: The Role of

eGovernment for Europe's

Future, Communication

from the

COM(2003) 567

http://europa.eu.int/inform

doc/all_about/egov_communication_en.pdf

[2003/10/20] [1]

ler, Michael: Einführung in die Begriffswelt des e-

Government. In Gisler, Michael, Spahni, Dieter (Eds).

E-Government – eine Standortbestimmung, Paul

Haupt, Bern, 2001, pp. 13 – 30; [2]

nlund, Ake: Electronic Government – Efficiency,

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