[PPT] - Citizen Centric Business Process: Empowering Citizens in Public PowerPoint Presentation

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Citizen Centric Business Process: Empowering Citizens in Public Service design and delivery

CiberDem & PRiSM joint research

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People

2 Renata Araujo (Professor, UNIRIO) Matheus Sell (Msc student) Yehia Taher (Uversailles)

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Context

Open and Collaborative Governments BPM, Collaborative Systems, SocialBPM Organizational Transparency BPM, enterprise architecture, transparency assessment and design, organizational transparency maturity model Open Data & Governance Interoperability, open data, linked data, governance in public organizations Democracy & Digital Heritage Digital memory, digital heritage Virtual Environments for Social Innovation in Sports Innovation, Triple Helix, IT & Sports

Research and Innovation Center in Cyberdemocracy

https://sites.google.com/site/ciberdem/

http://www.cockpit-project.eu/

Citizens Collaboration and Co-Creation in Public Service Delivery http://www.prism.uvsq.fr/

Laboratoire d´Informatique - PRiSM

2010-2012 2009-2015

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Introduction

What is Public service ?

Ø Governments, including local municipalities, provinces and national

public bodies, deliver public services to their citizens for their general interest.

Ø Range from simple services such as publishing information to

services as complicated as issuing passports, civil act certificates (birth, marriage, death), and, building/commercial activity permissions, etc.

Ø Public services typically rely on several cross-organizational

business processes, transactions and resources

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Motivation

5 Current public service design and delivery: Ad-hoc way

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Problem statement (1/2)

1. Public service still seen as a commodity, rather than something

profounder, a form of human interaction:

q Public organisations still seek to deliver services for the

lowest cost and maximum profit

q Without explicitly consulting their citizens while designing

their service offerings → This eats away at the fundamental purpose of public service: to provide support and to help people to live their life at their full potential

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Problem statement (2/2)

2. There is still no common representation for public service:

q Currently public services are created in ad-hoc way q Each service designer uses its own representation

→ Fragmented piece of services that they have limited value-added

utside their own organisation

→ Integration, reuse, and assembly of services provided by external public organisation are then hindered

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Objective

A systematic methodology empowering the citizen role in the

service design and delivery process

Ultimate target:
More adaptive services to the citizens' needs
Better services which has a positive impact on the citizens’ life
Improvement of the communication between the citizens and the

Local and Public Administration

Creation of ideal conditions for social activation of the citizens

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Motivation

Electronic Governance as a

complex system

Integrating:
social and participative processes
public administration (processes

and services)

By means of:
Technology
BPM
Aiming at:
Process/service co-design, delivery

& innovation

Buzzy words:
Open/social innovation
End-user information systems
Ecosystems
Business Process Sustainability
Systems of Systems
...

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Viewpoint

Governance seen as:
Processes to be managed - Business Process Management

(BPM)

Composed by services - Service Oriented Computing (SOC) and

data (delivery) services

Citizen participation
Process understanding
Process flexibility, change & innovation

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Viewpoint

11 Clients/citizens Processes

Graduate Program Graduate Program Coordinator Secretariat dentified the necessity to use PROAP Request PROAP use Analise request Request not approved Request approved Forward request to the department board Check request Bad request Good request Protocol request Request filled Graduate Program member Request correction in the request Correct request PROPG Protocol Correction Done Foward process Process forwarded Sign process PROPG Pró-director Execute PROAP cost Forward request to PROPG Open process Process

pened

Department board aware

f the

request

Process Model Process/Service Management Process-based interaction Process Visualization/ understanding Discussion visualization/

pinion mining

Process Analysts/ Managers Organizations Governance

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The Problem of Governing Public Services

Public services are
Complex
Large scale
Difficult to understand/follow
Non customized
Obliged to be compliant with

regulations

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Public services need to be:
Running on the digital

convergence:

Cloud
Mobility
Social platforms
Big Data
Process/service flexibility/change/

innovation

Social Participation
Process Understanding
Preserving compliance,

performance, quality, privacy

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Scenario

13 activities events rules citizen understand change Phases of a process:

Design
Configuration
Instantiation
Run
Auditing

Flexibility mechanisms:

Defer – decide to decide later
Change – decide to change
Deviate – decide to ignore

Service providers Only deals with workflow rules We should consider other business rules

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The challenge

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Issues
How to support citizens understanding/visualization of the service/process
peration considering different process phases (design, configuration, instantiation,

run, auditing)

How to support citizens in process change decisions considering different flexibility

mechanisms (defer, change, deviate) and different process phases

How to deal with different participation profiles in order to provide effective

participation/innovation channels in process flexibility/change

How to suggest process flexibility decisions based on social opinion/process

discovery

How to evaluate/preserve process compliance, performance, quality and privacy

for each process change Process Change/flexibility

Scalable Sensible to social opinion Preserving performance, quality, privacy, compliance Explained to users

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Solution Approach

Support for citizen process

flexibility/change

Support for citizen process

understanding

At different process phases
Allowing different change

mechanisms

Focusing on:
Process
Events
Rules
Using hybrid approaches:
Declarative process definitions
Imperative process definitions
Semantics Of Business Vocabulary

And Business Rules (SBVR)

Considering
Different participation levels
Social content
Preserving
Compliance
Performance
Quality
Privacy

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Proposal

Define a model to describe/translate processes/services in terms of process-rules-

events

Specify and build mechanisms to visualize/understand processes/services based
n rules & events
Specify and build mechanisms to allow citizens to change process
Specify models for process change evaluation (performance, quality, privacy...)
Define ways for change evaluation visualization
Specify/build mechanisms to discover process based on the memory of changes/

social opinion

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Starting points

CiberDem - UNIRIO
Social participation support
Organizational Transparency
Process communication/understandability
PRiSM - UVersailles
Process (meta)modeling, design, execution and composition
Effectiveness and Quality evaluation of services operation
Context-aware monitoring and adaptation

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Expected Outcomes

Artifacts
Define model(s)
Define visualization mechanisms
Build tools
Case studies
Research areas/domains to be improved
Electronic Government/Democracy/Participation
Citizen empowerment
Transparency – process understanding
Flexibility – process change
Effective ways for citizen engagement
Service Oriented Computing
Service management – rules+events+flow
Service compliance, cost, performance,

privacy and quality

Business Process Management
Hybrid descriptions – declarative + imperative

processes + SBVR

Process understanding

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Ongoing work

Use of declarative languages/sbvr to provide process definitions

understandable and changeable by citizens

Issues addressed:
Define a model to describe/translate processes/services in terms of process-

rules-events

Specify and build mechanisms to visualize/understand processes/services

based on rules & events

Specify and build mechanisms to allow citizens to change process

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Publications

ARAUJO, R. M. ; TAHER, Y. ; HEUVEL, W. V. D. ; CAPPELLI, C.

Evolving Government-Citizen Ties in Public Service Design and

Delivery. In: IFIP EGOV Conference, 2013, Koblenz. IFIP WG 8.5 s

working conference on EGOV, 2013. v. 1. p. 19-26.

ARAUJO, R. M. ; TAHER, Y. Refining IT Requirements for

Government-Citizen Co-participation Support in Public Service Design and Delivery. In: Conference for E-Democracy and Open Government, 2014, Krems. CeDem 2014. Krems: Donau-Universität Krems, 2014. v. 1. p. 61-72.

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