Empirical-Based Construction of Reference Models in Public Administrations

Karow M, Pfeiffer D, Räckers M


Abstract
This paper introduces a tailored procedure model to construct reference models by using rich empirical data. The procedure model has been built based on requirements from the public administration domain and has been applied in two case studies. Public administrations are currently confronted with the challenge of demands for an increased service level and an efficient handling of requests from citizens and companies. Therefore, there is a strong need to identify common and best practices for business processes. This knowledge is crucial in order to guide reorganisation efforts. Reference models have been established as an important mean to document process knowledge that applies to more than one organisation. To empirically acquire process knowledge in public administrations we propose a tailored procedure model and exemplify its application.



Publication type
Conference Paper

Peer reviewed
Yes

Publication status
Published

Year
2008

Conference
Multikonferenz Wirtschaftsinformatik (MKWI 2008)

Venue
München, Germany

Book title
Multikonferenz Wirtschaftsinformatik, MKWI 2008, München, 26.2.2008 - 28.2.2008, Proceedings.

Editor
Martin Bichler, Thomas Hess, Helmut Krcmar, Ulrike Lechner, Florian Matthes, Arnold Picot, Benjamin Speitkamp, Petra Wolf

Pages range
1613-1624

Publisher
GITO-Verlag

Place
Berlin

Language
English

ISBN
978-3-940019-34-9

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