Innovation in E-Government Services: New Framework to Improve the Effectiveness and Efficiency of Citizen Service Processes and Public Management of Decision-Making – Case of ISO/IEC 20000-1 in Government
With the expansion of IT Services in public administrations and citizen demands on high 1 quality/performance in e-government solutions; it is imperative that Governments increase the effectiveness of public ITSM processes and improvement of ITSM project management through a support to the strategic...
Guardado en:
| Autor principal: | |
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| Formato: | Objeto de conferencia |
| Lenguaje: | Inglés |
| Publicado: |
2017
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| Materias: | |
| Acceso en línea: | http://sedici.unlp.edu.ar/handle/10915/65809 http://www.clei2017-46jaiio.sadio.org.ar/sites/default/files/Mem/SIE/SIE-13.pdf |
| Aporte de: |
| id |
I19-R120-10915-65809 |
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| record_format |
dspace |
| institution |
Universidad Nacional de La Plata |
| institution_str |
I-19 |
| repository_str |
R-120 |
| collection |
SEDICI (UNLP) |
| language |
Inglés |
| topic |
Ciencias Informáticas Innovation in IT Services E-Government Services IT Service Management ITSM Processes Citizen Services |
| spellingShingle |
Ciencias Informáticas Innovation in IT Services E-Government Services IT Service Management ITSM Processes Citizen Services Cardozo Herrera, Pablo Innovation in E-Government Services: New Framework to Improve the Effectiveness and Efficiency of Citizen Service Processes and Public Management of Decision-Making – Case of ISO/IEC 20000-1 in Government |
| topic_facet |
Ciencias Informáticas Innovation in IT Services E-Government Services IT Service Management ITSM Processes Citizen Services |
| description |
With the expansion of IT Services in public administrations and citizen demands on high 1 quality/performance in e-government solutions; it is imperative that Governments increase the effectiveness of public ITSM processes and improvement of ITSM project management through a support to the strategic decision-making process of IT administrators. The author presents an analysis of common issues of E-Government Services and strategic needs of information unmet that provoke ITSM processes do not achieve the effectiveness/efficiency expected. A framework consisting of an innovative theoretical model of Public ITSM management and a technological solution aligned to the ITIL and 2 ISO/IEC20000 with focus in citizen’s needs, is proposed in the article. The research proves the 3 framework integrates, manages and coordinates in a holistic, measurable and auditable way, ITSM process/projects of E-Government Services and use the effectiveness assessment for strategic decision-making to improve public process maturity level and e-government capacity of an efficient administration. |
| format |
Objeto de conferencia Objeto de conferencia |
| author |
Cardozo Herrera, Pablo |
| author_facet |
Cardozo Herrera, Pablo |
| author_sort |
Cardozo Herrera, Pablo |
| title |
Innovation in E-Government Services: New Framework to Improve the Effectiveness and Efficiency of Citizen Service Processes and Public Management of Decision-Making – Case of ISO/IEC 20000-1 in Government |
| title_short |
Innovation in E-Government Services: New Framework to Improve the Effectiveness and Efficiency of Citizen Service Processes and Public Management of Decision-Making – Case of ISO/IEC 20000-1 in Government |
| title_full |
Innovation in E-Government Services: New Framework to Improve the Effectiveness and Efficiency of Citizen Service Processes and Public Management of Decision-Making – Case of ISO/IEC 20000-1 in Government |
| title_fullStr |
Innovation in E-Government Services: New Framework to Improve the Effectiveness and Efficiency of Citizen Service Processes and Public Management of Decision-Making – Case of ISO/IEC 20000-1 in Government |
| title_full_unstemmed |
Innovation in E-Government Services: New Framework to Improve the Effectiveness and Efficiency of Citizen Service Processes and Public Management of Decision-Making – Case of ISO/IEC 20000-1 in Government |
| title_sort |
innovation in e-government services: new framework to improve the effectiveness and efficiency of citizen service processes and public management of decision-making – case of iso/iec 20000-1 in government |
| publishDate |
2017 |
| url |
http://sedici.unlp.edu.ar/handle/10915/65809 http://www.clei2017-46jaiio.sadio.org.ar/sites/default/files/Mem/SIE/SIE-13.pdf |
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AT cardozoherrerapablo innovationinegovernmentservicesnewframeworktoimprovetheeffectivenessandefficiencyofcitizenserviceprocessesandpublicmanagementofdecisionmakingcaseofisoiec200001ingovernment AT cardozoherrerapablo innovacionenlosserviciosdegobiernoelectroniconuevomodeloparamejorarlaefectividadyeficienciadelosprocesosdeservicioalciudadanoygestionpublicadelatomadedecisionescasodeisoiec200001enelestado |
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Repositorios |
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