A WORKFLOW BASED APPROACH FOR

E-ADMINISTRATION PROCESSES

Saïda Boukhedouma, Latifa Mahdaoui and Zaia Alimazighi

University of Science and Technologies Houari Boumediene (USTHB)

Faculty of Electronic et Computer Science – Computer Science Department

LSI Laboratoiry – ISI Team, USTHB, El Alia BP n°32, Bab Ezzouar, Algiers, Algeria

Keywords: e-Government, e-governance, e-administration, inter-organizational workflow, process.

Abstract: The use of ICT (s) led to the reengineering of business processes in e-commerce area favoring thus,

continued orientation to the client. The same idea seems to be renewed in the area of governance. E-

administration appears at the center of any e-governance project. In fact, it covers the entire administrative

processes (considered as business processes) whose mission is to serve citizens or businesses. On the other

hand, the workflow based approach is appropriate for process modelisation particularly, in the case of well

structured processes and whose steps are clearly defined. In this context, we propose a solution for modeling

e-administration processes, based on workflow concepts and technologies at different levels highlighting,

intra and inter-organizational interactions in the system. The solution is illustrated by a case study relative to

the “voting process” (electoral process).

1 INTRODUCTION

Technologies have always been an important factor

influencing changes in human organizations,

particularly in their working way. Beyond the

business where the use of ICT(s) led to the

reengineering of business processes favoring

continued guidance to the client (customer), the

same idea seems to be renewed in the area of

governance. With the emergence of new concepts

such as internationalization and globalization, a new

vision of the governance processes is born.

Nowadays, the quality of work has become a

major concern of businesses (entreprises) and

administrations. One of the definitions most

commonly cited in the literature is based on the

equation (St-Amant, Renard, 2005):

e-governance = e-government + e-democracy

If the volet of e-democracy still evokes a lot of

questions and controversies, e-government seems to

be more within reach because it is essentially based

on e-administration. This latter is a set of

administrative processes (considered as business

processes) whose mission is to serve citizens or

businesses. These services can be part of a

relationship "Government to Citizen" (G to C),

"Government to Business (B to G) or "Government

to Government "(G to G).

The automation of administrative processes is

not new (St-Amant, Renard, 2005), (El-Djamali &

al., 2004), (Parrado, 2002), the added value in this

case is supposed to be a better performance at work

and a greater satisfaction of the citizen (Van

Bastelaer & al., 2004). However, in most cases, this

has been possible only through a global or a partial

review of the process models governing such

organizations. For process modeling, a workflow

based approach is favoured, particularly when the

considered processes are well structured and whose

steps are clearly defined. Therefore, we propose a

solution based on workflow (concepts and

technologies) at different levels for designing and

implementing e-administration processes. The

interaction "citizen-administration" is provided via a

portal site, representing the Front Office level.

The intra-organizational and inter-organizational

interactions are performed respectively, by using

traditional workflows and inter-organizational

workflows, these are the Middle Office and the Back

Office levels.

436

Boukhedouma S., Mahdaoui L. and Alimazighi Z. (2008).

A WORKFLOW BASED APPROACH FOR E-ADMINISTRATION PROCESSES.

In Proceedings of the Fourth International Conference on Web Information Systems and Technologies , pages 436-446

DOI: 10.5220/0001520904360446

 SciTePress

The rest of this paper is structured as follows:

Section 2 describes some related works established

in the workflow and the e-governance domains.

Section 3 presents some definitions of key

concepts manipulated in this work.

Section 4 describes the workflow meta-model on

which our solution is based, and outlines the main

steps of the designing approach.

Section 5 reviews a case study relative to the

management of the voting process (electoral

process), it particularly concerns the phase

“Purification of the Election File”. In the same

section, a general architecture of our solution is

presented.

Section 6 shows some implementation results.

2 RELATED WORKS

The areas of e-governance and e-administration

constitute currently an intense axis of reflection and

research, highlighting the use of ICT(s) for

improving the quality of services and benefits

provided to individuals and/or organizations (St-

Amant, Renard, 2005), (Belmihoub, 2004), (Michel,

2004). Many researchers focus on strategies,

development and implementation of e-government

solutions (Siau & Long, 2005b), (Chen & al., 2006)

and (Shirish & al., 2007). Authors in (Siau & Long,

2005b), synthesize the main existing e-government

stage models and propose a new stage model

providing a synthesized conceptual framework.

On the other hand, the workflow technology is

considered as the favorite tool of BPR (Business

Process Reengineering). It enables the modeling and

automation of business processes. Its use extends

increasingly to cover inter-organizational exchanges,

particularly in the area of e-commerce. Many works

in this area, describe different architectures enabling

several forms of cooperation among organizations

(Chebbi & al., 2006), (Van der Aalst, 1999).

Our idea is based on extending the workflow

models to support business processes related to e-

administration area. For this, we propose an

infrastructure allowing static and dynamic modeling

of intra-organizational and inter-organizational

aspects. Some works as (Corradini & al., 2007)

address the problem by proposing a methodological

framework for implementing business rules to

support inter-organizational interactions at the

application level. (Beer & al., 2005) propose a

distributed architecture that supports interoperability

of workflow systems for e-government.

3 DEFINITIONS

This section outlines some definitions of key

concepts handled in this paper:

 Workflow

A workflow is an automation of all or part of a

business process in which information flows from

one activity to another (respectively, one participant

to another) according to a set of predefined rules

 Inter-organizational Workflow

Regarded as an extension of traditional workflow,

inter-organizational workflow can be defined as a

manager of activities, envisaging the cooperation

between several processes (of different

organizations) which are distributed, autonomous

and possibly heterogeneous.

 e-Administration Process

We call e-administration process, any procedure in

the public domain which aims to enhance efficient

delivery of services to citizens, businesses or other

administrations.

 Sub-process

A sub-process is a step in the overall process,

requiring inputs and producing results (outputs). We

mean that a sub-process is any internal procedure

which takes part in the achievement of the overall

process.

 Actors of e-Administration Process

Actors in a e-administration process are individuals

holding one or more roles, and interacting with each

other to provide services to citizens, businesses or

other administrations. The following figure

illustrates the interaction of actors in e-government

context where e-administration constitutes the

nucleus.

Government

Citizen

Business

Middle Office &

Back Office

Front

ffice

G to G

G to B

G to C

Figure 3.1: Model of e-Government.

The Front Office is the interface available to a

citizen or a company for remote access to the

information provided by an administration.

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437

The Back Office concerns the processing of

digital local data in a given administration.

The Middle Office represents virtual links among

administrations.

 Organization

An organization is an autonomous structure on the

decision-making, having its own business processes

and managing its own sources of information. For

example, a "city hall" or a "ministry" are

organizations.

 Organizational Unit

An organizational unit is a structure in an

organization whose mission is to provide services to

citizens. For example, The “civil status service” in a

“city hall” provides services materialized by

delivering administrative documents such as a “birth

certificate”, a “marriage certificate”, etc..

 Service

A service is any benefit produced by an

administration (or an organizational unit) for the

citizen and materialized by administrative

documents in paper form or electronically.

4 THE EVOLUTION MODEL OF

E-ADMINISTRATION

According to (St-Amant, Renard, 2005), the

evolution model of e-administration covers five

phases as illustrated in figure 4.1:

Inter-Organizati onal

In te gration

Phase

Intra-Organizational

Integration

Phas e

Transaction

Phase

Interaction

Phase

Information

Phase

Process Reingineering &

Intra-organizational Wo rkflow

Large Scale Reingineering &

Inter-organization al Workfl ow

Reingineering Step

Information &

Interaction Steps

Technologies

Information System

Organisation

Web Services

Sim ple Com plex

Simples In te g ra t ed

By Ap plicat ion

Integrated

Silos

Netw orks

Figure 4.1: Phases of e-administration Evolution.

The process of evolution and integration involves

five phases, which are: “Information”, “Interaction”,

“Transaction”, “intra-organizational-Integration”

and “inter-organizational Integration”.

These phases include two important stages: the

stage of information and interaction and the stage of

business processes reengineering. Transition from

the first to the second stage is ensured by the

“Transaction” phase. For the second stage, we

advocate the use of workflow technologies,

especially for processes which can be included in

this context.

In order to better capture the key concepts of

workflow modeling, we propose a meta-model

adapted to the e-administration. Indeed, the needs of

organizations to adapt to their environment changes

require taking into account changes in the process

models themselves. The meta-model based approach

appears to be most suited to this (Saikali, 2000). In

the case of e-administration processes, the need for

models adaptability can occur particularly in the

context of a relationship “B to G” because of

frequent changes in the juridical and the economic

contexts.

5 WORKFLOW META-MODEL

FOR E-ADMINISTRATION

5.1 The Meta-model

The meta-model (see figure 5.1) highlights the main

concepts of workflow defined by the WFMC

standard such as: actor, role, process, sub-process,

artefact, etc.. It is extended to the administration

concepts such as: organization, organizational unit,

service, administrative document, form, etc.

The meta-model covers three aspects:

organizational aspect, process aspect and

informational aspect which are detailed in figures

5.2, 5.3 and 5.

5.1.1 The Process Aspect

The global workflow process is an inter-

organizational process, composed of several intra-

organizational processes. Each of them is splited

into sub-processes which are triggered by internal or

external events and/or the satisfaction of logical

expressions.

The class diagram of figure 5.2 shows a

description of the most important properties in the

“process aspect” of the workflow meta-model:

Workflow Managment Coalition : www.wfmc.org

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438

Figure 5.1: Workflow Meta-model for the e-administration.

Figure 5.2: Process Aspect of the meta-model.

This part of code in Java describes the imple-

mentation of the class “Inter-Organizationnel Wf ”:

//Description of the class

//« Inter_Organizational_Wf »

public class Inter_Organizational_Wf {

private int IdWfInterOrg;

private String WfInterOrgDescription;

private Date CreationDate;

private String Conceptor;

//Declaration of agragation links with

// class « Wf Intra-Organizational »

public java.util.Collection

Intra_Organizational_wf = new

java.util.TreeSet();

}

Listing 5.1: Class «Inter-organizational Wf ».

5.1.2 The Informational Aspect

As shown in Figure 5.3, the informational aspect is

defined by a generic class “Artefact” representing all

media documents necessary for the performance of

administrative procedures. This class may specialize

in “files”, “forms”, “administrative documents” or

“data”.

Figure 5.3: Informational aspect of the meta-model.

5.1.3 The Organizational Aspect

This aspect represents on one hand, the

organizational units composing the full organization

and on the other hand, the affectation of human

resources (actors) in these structures. An actor who

is part of an organizational unit performs a set of

functions according to the roles assigned to him.

A WORKFLOW BASED APPROACH FOR E-ADMINISTRATION PROCESSES

439

Figure 5.4: Organizational aspect of the meta-model.

5.1.4 The Class “Service”

The class “Service” represents the final product

provided by an organizational unit as a result of the

execution of a sub-process. The beneficiary of the

service can be either an organizational unit or a

citizen.

Figure 5.5: Class « Service ».

public class Service {

//Declaration of a class « service »

//properties

private String IdService;

private String ServiceName;

private java.util.List ServiceProduct;

private String Beneficiary;

//Declaration of agregation links

Public OrganizationalAspect.

Organizational_Unit provides;

public Process_Aspect.WF_Sub_Process

WF_Sub_Process

}

Listing 5.2: Classe « Service ».

The meta-model previously described serves as a

framework for modeling e-administration processes.

For example, the “electoral process” is a typical

process of e-governance including a typical process

of e-administration which concerns the treatment of

the “electoral file”, this process will be presented in

section 6.

6 CASE STUDY: MANAGEMENT

OF THE ELECTORAL

PROCESS

Many researchs such as (Cetinkaya, Cetinkaya,

2007) (Wilson & al., 2006) were interested in the

“voting process” in the context of e-governance.

6.1 The Project Description

This project is a part of the efforts provided by the

government for integrating information and

communication technologies within administration

services. The aim is to improve the quality of

services offered by administrations, by going

towards more efficient e-administration processes.

Although, the “electoral process” is not just a

simple process of e-administration as it relates to the

e-governance and the e-democracy domains. In our

case, we focus on administrative aspects of this

process, which can be broken down into three main

phases as shown in figure 6.1:

Figure 6.1: Phases of the “electoral process”.

The first phase is a process of e-administration

because it consists of many procedures for the

revision of the “electoral file”. This process runs

regularly at a given period of the year or unusually

for a ballot.

The main objective of this phase is to obtain an

“electoral file” updated and purified. This will be

done by providing to citizens, services online such

as “requesting inscription”, “requesting transfer”,

“requesting update”, etc..

6.2 Conception of the Process

"Purification of the Electoral File”

6.2.1 The Development Process

The following summarizes the main steps of the

development process using UML diagrams.

Purification of

the Election File

Voting

Rob ballots

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440

Figure 6.2: Phases of the development Process.

The development process is guided by the use cases

and is intended to cover the main static and

dynamic aspects of the system. It is summed up in

the following points:

 Collecting informations and analyzing needs:

identifying the actors and their roles,

organizational structures involved and the

services to be provided.

 Describing the functionalities of the system by

the use cases diagrams.

 Building sequence diagrams highlighting

aspects of interaction and synchronization in the

system, and collaboration diagrams identifying

actors and objects in cooperation.

 Building the overall class diagram representing

all entities of the system.

 Describing the dynamic aspects of intra and

inter-organizational workflow processes using

the activity diagrams.

6.2.2 Analysis and Design

 Problem Analysis

The problem analysis allowed the identification of

all organisms involved in the process of preparation

of voter lists. The following table summarizes these

organisms, the organizational units composing them

and the roles they hold:

Organizations previously listed can be categorized

into four classes according to their missions :

“collecting information” organism, “partial

consolidation” organism, “global consolidation”

organism and “validation” organism.

Table 6.1: Roles provided by organizations.

Organization Organization

Roles

Organizational

unit involved

Ministry of the

Interior and local

communities

Global

consolidation of

voter lists

General direction

of elections

Ministry of

Foreign Affairs

Information

collect

Embassy,

consulate

Administrative

service of

election

wilaya

Partial

consolidation of

voter lists

Computer

science service

Election service

Municipal

Administrative

Commission

APC

(City hall) Information

collect and

Partial validation

“Civil status”

Service

Each structure (organizational unit) contains a set

of actors, each one holding a role in the

administration. For example, table 6.2 shows a

description of actors in the “election” service of an

APC.

Table 6.2: Actors in the “election” service.

Actor Role Function

Actor1 Administrative

Agent

Handling

inscription

requests.

Actor2 Administrative

Agent

Handling

radiation

requests.

Actor3 Responsible Supervising the

revision

procedure of the

voter lists.

 Description of the Use Cases

Actors of the system access to the services provided

via a portal site. The use case diagrams of figures

6.3 and 6.4 shows respectively, all the services

offered to citizens, and all the functionalities offered

to officers (agents) of the “collecting information”

organism (for example an APC), enabling them to

respond to citizens requests.

Algerian territory is divided into several “wilaya”, each wilaya

is divided into several “daira”, and each daira into several

“APC”.

Assemblée Populaire Communale (in french) or Communal

People’s Assembly.

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441

Figure 6.3: Use Case diagram “Services provided to the

citizen”.

Figure 6.4: Use case diagram “Collecting information”.

The sequence diagram bellow explicits the scenario

“requesting a service” triggered by a citizen:

:System

:C it izen

Acknowledgment

Enter the portal

[Radiation/Transfer] Treat the Request

Che ck inform at ion

entr ies

Selection of the Service

Fill in the Form

Send the Form

:Inscriptions

Agent

Display the Form

Che ck Authenticity

of the Appliant

Create a User Account

[Appeal] Treat the request

[Inscription/Transfer]

Treat the Request

:Radiations

Age nt

:Responsible of

Revision Agent

"CIO" Home Page

Accede to the Web page of the 'CIO*

CIO : "Collecting Information" Organism

Figure 6.5: Sequence diagram “Requesting a service”.

The figure 6.6 presents details of the interactions

between the system objects involved in the scenario

“Requesting a service”:

:Citizen

1:Selection(

)

3:Fill()

4:Consult()

:Form Instance

f: Form

:Agent

Responsible Revision

Agent:Agent

Inscriptions

Agent:Agent

Radiations

Agent:Agent

:Collect Information

Organism

:Service

2:Display()

:Message Instance

Acknowledgment:Message

5:Consult()

:Message

:Form

Figure 6.6: Collaboration diagram “Requesting a service”.

The overall class diagram is represented by figure

6.7.

 Description of the Workflow Aspects

The workflow of the procedure “purification of the

electoral file” is a strongly coupled inter-

organizational workflow, as organizations in

cooperation are known (“collecting information”

organism, “validation” organism and

“consolidation” organism). In addition, the

cooperation between these organisms is well

structured, since the revision procedure spread over

a predetermined period, the validation process

follows the consolidation process which follows the

process of collecting information.

The process of “epuration of the electoral file”

responds to the form of interoperability “chained

execution” (Van der Aalst, 1999), (Chebbi & al.,

2006). It is divided into distinct processes: the

“collecting information” process, the “validation”

process and the “global/partial consolidation”

process. They run sequentially in the order of their

previous citation.

The figure 6.8 shows the activity diagram

describing the process of “treating a transfer

request”:

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442

Citizen

Form

Inscription

Form

Radiation

Form

Transfer

Form

List

File

Pre-Inscription

File

Pre-radiation

File

Election

File

Historic

File

is in>

1..*

Appeal

Form

Unresolved cases

File

Agent

<Manages

1..*

"Civil status"

Organism

"Collect Information"

Organism

"Consolidation"

Organism

1..*

Adm inistrative

Document

1..*

<Extracts

1..*

Validation

Commission

1..*

Consults >

Message

Service

1..*

Role

1..*

is assigned to>

1..*

0..*

1..*

0..*

<concerns

<Requires

<Needs

1..*

<is in

1..*

Demande

de Service

- Date

Message

Transmis

- Date

1..*

Demande

Document

- Date

Administrative

Organism

Service

Request

Document

Request

Message

Sent

Figure 6.7: Class diagram.

Citizen

"Collecting Information" Organism 1

Radiations

Agent

Inscriptions

Agent

Radiations Agent

"Collecting Information" Organism 2

Radiation

Request

Agent responsible

of revision

Transfer

Form

Request for

Transfer

Reject

Pre-

Radiation

Notice

Request for

radiation

Perform pre-

radiation

Inscriptions Agent

Radiation

Notice

Perform pre-

inscription

Perform pre-

radiation

Perform pre-

inscription

Update

Historic

File

Update

Historic

File

Pre-

inscription

Notice

[ Organism of the

new residence

]

[ Organism of

the former

reside nce

]

(APC 1) (APC 2)

Front Office Level Back Office Level Middle Office Level

Figure 6.8: Activity diagram “treating a transfer request”.

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443

6.3 General Architecture of the

Solution

The implementation of solutions to the breadth of e-

governance depends on several factors including the

physical infrastructure in terms of network

equipments and communication. Also, on the degree

of automation of the administrative procedures in

organizations. So, the architecture proposed in figure

6.9 concerns rather more functional aspects.

Portal

Local

WFMS1

Partial

WFMS2

Collecting Information

Organism

Citizen

Partia l Co nso lidation

Organism

DB1

DBn

Global Consolidation

Organism

Global

WFMS3

DB1

DBk

: Data Exchange

DB : Da ta Bas e

WFMS : Workflow Management System

Figure 6.9: General architecture.

7 FIRST RESULTS

The application was achieved in Windows XP

Server. For implementing workflow processes, we

have used Oracle Workflow. It integrates a set of

main components like: the “Oracle Workflow

Builder” for process modeling, the “Workflow

Engine” for process instances execution and the

Oracle DBMS to manage databases.

As programming languages, we have used the

language for script “JSP” at the server side and the

langage “JavaScript” at the client side.

Here is an example of a workflow process built

using Oracle Workflow Builder:

Figure 7.1: Design of the Workflow Process

“pre_inscription”.

In what follows, we will present some interfaces

showing some implemented functionalities of the

system.

 The Front Office Side

The portal site is available as a web site as shown in

the following figure:

Figure 7.2: The Algerian governmental portal site.

A citizen requesting for a service, must select the

APC (municipality) of his residence. Immediately,

the portal site of the APC appears:

Figure 7.3: The Website of an APC.

The citizen who wish to apply for a transfer, for

example, must click on the relevant service (see

figure 7.3) and obtains the following form:

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Figure 7.4: “Requesting a transfer” form.

 The Middle Office and the Back Office Sides

At this level, the administrative staff have a set of

workflow applications enabling them the treatment

of citizens requests. Any officer selects the APC, in

order to access to the corresponding website.

At the appropriate time, the officer in charge of

transfer requests, for example, will process the

application for transfer through the appropriate

functionality as shown in figure 7.6:

Figure 7.5: Functionalities available at APC.

As described in the activity diagram of Figure 6.8,

the transfer procedure is carried out in two phases,

which are: the removal (radiation) of the former

residence and the registration (inscription) in the

new one. This will involve the execution of intra-

organizational (BackOffice) and Inter-

interorganizational (MiddleOffice) workflow

processes.

For each transfer request, the agent sends a

request for radiation (figure 7.6) from the former

residence of the citizen.

Figure 7.6: Request for radiation.

Upon receipt of the request for radiation, the officer

in charge of radiation performs the pre-radiation and

then informs the applicant for the service that the

operation was carried out.

8 CONCLUSIONS AND FUTURE

WORKS

In this work, we have proposed a conceptual and a

technical infrastructure based on workflow, for

modeling and implementating e-administration

processes.

Our solution is based on a workflow process

meta-model, which we are extended with concepts

related to e-administration domain, such as

“organization”, “organizational unit”, “service”,

“administrative document”. The proposed solution

supports intra and inter-organizational aspects for

the processes. The meta-model based approach

offers the advantage of flexibility in terms of models

and their instances, allowing then for the

organizations easier adaptability to changes imposed

by the environment.

The concepts presented in the paper are

illustrated by a case study relative to the

“purification electoral file”in a “voting process”.

This process involves actors and processes at

different levels of the governmental hierarchy, this

justifies the use of intra and inter-organizational

workflows. Having captured the main elements to

design, we use the established workflow meta-model

to create all the procedures associated to the

“epuration of the electoral file”, highlighting the

FrontOffice, the BackOffice and the MiddleOffice

levels in the e-administration processes.

The FrontOffice level is implemented using the

technology of portals. This can be extended to the

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445

two other levels (MiddleOffice and BackOffice) in

order to palliate to the geographical distribution of

the organizations or the organizational units, and the

diversity of the used platforms.

For implementing our case study, we have used

Oracle 10g tools.

As future works, we plan to study the

deployability of such a solution by simulation,

because of the complexity and the criticality of e-

administration processes. We also intend to give a

"web services" orientation to this work.

ACKNOWLEDGEMENTS

We would like to thank the Ministry of

Telecommunications for its cooperation.

We also thank our students Leila MAICHE and

OURAHMOUNE Amel for taking part in the

realization of this project.

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