Designing Public Service Process Models for Understandability
Keywords:Keywords: understandability, desigining public service, organizational transparency, electronic government and democracy
AbstractAbstract: This paper discusses the use of process models as an instrument to promote transparency and communication between public organizations and their clients (citizens). It depicts a way to design public services process models aiming at increasing their understandability. The design is based on a catalogue containing characteristics, operationalizations and mechanisms for designing understandability on public service process models. The use of the catalogue by process analysts and the level of understandability acquired by the generated models were evaluated through case studies at a public educational organization. The results show that the proposed catalogue is applicable ‑ process analysts were able to apply it in a reasonable time ‑ and that more simple process models can be obtained, adequate for process explanation for citizens/users.
Open Access Publishing
The Electronic Journal of e-Government operates an Open Access Policy. This means that users can read, download, copy, distribute, print, search, or link to the full texts of articles, crawl them for indexing, pass them as data to software, or use them for any other lawful purpose, without financial, legal, or technical barriers other than those inseparable from gaining access to the internet itself. The only constraint on reproduction and distribution, and the only role for copyright in this domain, is that authors control the integrity of their work, which should be properly acknowledged and cited.
This Journal is licensed under a Creative Commons Attribution-NoDerivatives 4.0 International License.