Integrated Service Modelling for Online One-stop Government

Abstract

One-stop government is an important development within the current initiatives of e-government. It refers to a single point of access to electronic services and information offered by different public authorities. Online one-stop government requires all public authorities to be interconnected and that the customer (citizen, private enterprise or other public administration) is able to access public services by a single point even if these services are provided by different public authorities or private service providers. It further requires that the customer be able to access these services in a well-structured and understandable manner meeting his/her perspectives and needs. Developing a national one-stop government portal calls for an integrated service modelling that requires a holistic reference framework. This paper discusses the general requirements for one-stop government. It then introduces the requirements for providing electronic public services in a one-stop platform. This is followed by an investigation into integrated modelling of online public services. Since modelling electronic public services requires the know-how of different disciplines and expertise, a holistic reference framework is introduced. The paper concludes with an example of the life event 'marriage' to demonstrate the need for, and value-added of, integrated service modelling.