An Assessment Method for e-Government Web

Transcription

An Assessment Method for e-Government Web-based
Business Models: An International Study of Ministerial
Institutions
Author: Deldar Barzani
Student number: 3104524
[email protected]
Supervisors: Dr. Slinger Jansen,
Prof.dr. Sjaak Brinkkemper
Datum: Thursday, April 15, 2010
Master Program: Business Informatics
University of Utrecht, Institute of Information and Computing Sciences
Abstract
Governmental institutions should employ the Internet to carefully consider which business
model to use. A web based business model that does not fit an organization‘s situation leads to
the dissatisfaction of citizens in many ways: an inappropriate model leads to inconsistency
between institutions‘ goals and objectives and the features used, and leads to disaffection with the
features or inefficiency of the features for the targeted citizens.
This study aimed to provide insight in the web based BMs and features of e-Government by
using ABMs analysis method. An overview of taxonomies of e-Government web based BMs and
ABMs established from literature study. ABMs are used as fragments of web based BMs. The
features are explored within context of ABMs and e-Government which this enhances service
delivery of e-Government.
In the current situation, the web based BMs used in governmental institutions worldwide are
underdeveloped and no assessment methods exist that profit from known knowledge in the
context of BMs for improving nonprofit organization. The board of e-Government managers and
stakeholders needs an assessment method or a tool that allows them to gain insight into the factor
values of the strategy and web based BMs used in the governmental Internet portal. The
assessment method exposes the best web based BMs for any e-Government organization based
on the mutual goals of business and government. The method applies the characteristics most
used and the known elements in the mature situation of the commercial sector as a tool for
improving the immature situation of the public sector. The websites are analyzed based on a
database created of the known knowledge of the commercial sector from the strategic perspective
and the implementation perspective, the focus is more on the strategic perspective.
The study is initiated by designing an assessment model. The assessment model is developed
from theoretical logic concepts and associations. The logic concepts and associations or
relationships are explained in the form of hypotheses from ‗as is situation‘ in the direction of ‗to
be situation‘. For this purpose the hypotheses are differentiated to the strategic and
implementation perspectives of assessment model. The first hypothesis is developed regarding to
the overview of whole assessment model components. The second hypothesis discusses the
Atomic Business Models as pieces from the commercial sectors in which the hypothesis refers to
the strategic perspective: ―Identification of ABMs in e-Government websites leads to
improvement.‖ The third hypothesis is committed to the implementation perspective which
reveals the features from the business and government sectors. The fourth hypothesis is the
sequential step in a chain that shows the critical success factors of each Atomic Business Model.
These issues were examined using multi case study of the ministerial sector. Results revealed
main ABMs, the supportive and missing features by empirical study methods of website
evaluations and expert interviews.
An Assessment Method for E-government Web-based Business Models
2
Preface
This thesis is the end result of my Master program Business Informatics at the University of
Utrecht, the Netherlands. I start my research in April 2009 as a case study at Kurdistan
autonomous region of Iraq. Later I applied this assessment method for e-Government web based
business model in the Netherlands governmental websites which they are more suitable for
research because of high level of development.
I would like to express my gratitude to all those who gave me the chance to complete this
thesis. Especially I would like to thank my supervisors dr. Slinger Jansen and Professor dr. Sjaak
Brinkkemper for coaching me and providing me the facilities to write this thesis.
Thanks go to Ministerial organizations of the Netherlands and the Kurdistan region of Iraq.
Major part my thanks go to Ministry of Finance in the Netherlands for providing experts in this
division and transparent attitude of strategic knowledge for completing this thesis.
The main reason of my choice for this topic is my experience in both sectors of commercial
and government. Additional to that I am familiar with Languages and cultures of both societies of
the Netherlands and Iraq. My age and background has also great impact on my viewpoint on this
topic. I am 40 years old student who is, familiar with six languages of Persian, Kurdish, Arabic,
Netherlands, English and German. In addition I have work experience in five countries of Iraq,
Iran, Syria, Netherland and Germany in different sectors. This all have great impact on thinking
way and analyzing this topic.
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TABLE OF CONTENTS
1
INTRODUCTION
6
2
RESEARCH PLAN
8
2.1 RESEARCH OBJECTIVES AND THE PROBLEM STATEMENT ...................................... 8
2.2 RESEARCH METHOD AND RESEARCH QUESTIONS .............................................. 8
2.3 RESEARCH PROJECT ................................................................................ 11
2.4 INTERVIEW PLANNING AND WEBSITE EVALUATION.......................................... 14
2.5 SOCIETAL AND SCIENTIFIC RELEVANCE .......................................................... 14
3
BUSINESS MODELS OF E-GOVERNMENT
16
3.1 E-COMMERCE........................................................................................ 17
3.2 BUSINESS MODEL (WEB-BUSINESS MODEL) ................................................. 18
3.3 ATOMIC BUSINESS MODELS ...................................................................... 19
3.4 E-GOVERNMENT .................................................................................... 20
4
ASSESSMENT MODEL FOR E-GOVERNMENT
22
4.1 RESEARCH ROUTE MAP ........................................................................... 22
4.2 THE ASSESSMENT MODEL ......................................................................... 23
4.3 ASSESSMENT METHOD HYPOTHESES ........................................................... 24
5
ATOMIC BUSINESS MODELS
26
5.1 ATOMIC BUSINESS ASSESSMENT MODEL ...................................................... 26
5.2 BUSINESS GOAL AND OBJECTIVE ASSESSMENT MODEL .................................... 27
5.3 FEATURE ASSESSMENT MODEL .................................................................. 30
5.4 RELATIONS ASSESSMENT MODEL ............................................................... 32
6
IDENTIFICATION GAP
35
6.1 GAP BETWEEN INFORMATION TECHNOLOGY AND STRATEGIC & POLICY ................ 35
6.2 THE GAPS MODEL .................................................................................. 35
7
METHOD SUPPORT DATA
37
7.1 LIST OF STANDARD FEATURES .................................................................... 41
7.2 MATURITY STAGES OF E-GOVERNMENT ........................................................ 42
7.3 WORKFLOW FEATURES ............................................................................ 44
7.4 ATOMIC BUSINESS FEATURES ..................................................................... 44
8
THE OVERVIEW OF CASE STUDIES AND RESULTS
46
8.1 CASE STUDY: MINISTRY OF FINANCE ........................................................... 46
8.2 CASE STUDY: MINISTRY OF GENERAL AFFAIRS................................................ 49
8.3 CASE STUDY: PROVINCE OF NOORD-HOLLAND ............................................... 51
8.4 CASE STUDY: KURDISTAN OF IRAQ .............................................................. 52
4
9
RESULTS
54
9.1 RESEARCH STRUCTURE VALIDATION ............................................................ 54
9.2 FEATURE WEBSITE EVALUATION ................................................................. 55
9.3 HYPOTHESES VALIDATION ......................................................................... 59
9.4 ASSESSMENT MODEL VALIDATION .............................................................. 60
10 CONCLUSION
61
10.1 GENERAL FEATURES GOALS AND OBJECTIVES RESULTS ..................................... 61
10.2 MAIN FINDINGS .................................................................................... 63
10.3 HIGHLIGHTS .......................................................................................... 64
10.4 FUTURE RESEARCH ................................................................................. 64
REFERENCES
65
I.
APPENDIX: LIST E-GOVERNMENT MINISTRIES IN NETHERLANDS
70
II.
APPENDIX: LIST E-GOVERNMENT MINISTRIES KURDISTAN
71
III.
BUSINESS MODEL AND E-GOVERNMENT INTERVIEW
72
IV.
KEY WORDS AND DEFINITIONS
74
V.
QUESTIONS INTERVIEW MINISTRY OF GENERAL AFFAIRS
75
VI.
QUESTIONS INTERVIEW MINISTRY OF FINANCE
79
VII. QUESTIONS INTERVIEW PROVINCE OF NOORD-HOLLAND
83
VIII. MINISTRY OF THE INTERIOR AND KINGDOM RELATIONS
86
IX.
MINISTRY OF AGRICULTURE IN KURDISTAN REGION
87
X.
MINISTRY OF SPORTS AND YOUTH, YOUTH ROADMAP
88
XI.
MINISTRY OF HIGHER EDUCATION & SCIENTIFIC RESEARCH
89
XII. MINISTRY OF WATER RESOURCES-KRG
90
XIII. MINISTRY OF MARTYRS & ANFAL AFFAIRS
91
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1 Introduction
Governments worldwide are struggling to improve their internet reiteration to public without
using business advances or web business models of the business sector. Much of the research has
focused on practical and technical dimensions while research on how to improve e-Government
for users remains scarce by Bertot and Jaeger (2006). The considerable success achieved with
information and communications technologies within the private sector or business sector has
influenced various stakeholders (including the government) to link up public sector services with
the internet revolution by Badri and Alshare (2008). According to Thompson, Rust, & Rhoda
(2005) among all the constituencies that are affected by the development of electronic
government, businesses represent one constituency that may experience significant benefits. The
known fact is that commercial sector is mature in regarding to the public sector. Based on this
argument an assessment method is developed that can be applied in all situations of eGovernment. The assessment method improves governmental websites by focusing on business
models. Through business model identifies Goals and Objectives of the website. The features of
website are developed based on the Goals and Objectives of the organization. Therefore a good
choice of business model is critical to the success of e-Government.
As recent years have shown, information technology (IT) is becoming increasingly important
in all sectors of government, and can, as Moon (2002) argues, be expected to only increase in
importance in the near future. As IT has opened up many possibilities for improving internal
managerial efficiency and the quality of public service delivery to citizens, throughout the world,
governmental institutions increasingly turn to the use of websites as a means of communication,
information diffusion and service provision for their citizens and external parties.
However, just as in different countries, different practices in doing business are common, in
these different governments‘ e-Government activities, different methods and business models are
being used. Governments aspiring to develop forms of e-Government may experience difficulties
in identifying the factors which have an effect on e-Government performance. Moreover, the
identification of a business model that is applied in e-Government websites may be equally
difficult to assess.
Malhotra (2000) describes the internet as a new business environment for web-based business
models. As new business environments are characterized by a rapid pace of change, the
successful implementation of web-based business models requires the re-engineering of
knowledge management and organization form.
The proposed research will address this issue in relation to a case study of e-Government in
the Netherlands and Kurdistan autonomous region of Iraq. This case study is guided by the
question ―how can e-Government be improved in the context of web-based business models? ―.
This will include both a theoretical assessment of the extent to which international
understandings of web-based business models can be applied to instances of e-Government in the
Netherlands and Kurdistan region, as well as a practical assessment of the potential for
improvement of current business models and e-Government activities in the Netherlands and
Kurdistan autonomous region.
Government objectives served by e-Government may include the promotion of democracy
and justness in governance. As Moon (2002) describes, some governments have promoted virtual
democracy by pursuing web-based political participation like online voting and online public
forums. Kurdistan autonomous region of Iraq, for example, has a young regional government.
The government is attempting to launch an appropriate e-Government strategy for establishing a
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relationship with its citizens. The governmental structure is centralized, and has two main
political parties which govern the region. These political parties seek the support of the region‘s
citizens. The use of e-Government is applied for this purpose, for example through increasing
transparency of financial transactions and the launch of public projects for their citizens. For
attaining the trust of the citizens, Kurdistan regional government uses several business models of
e-Government. This process is a permanent act which this be achieved by regularly improving the
business models of e-Government being used.
The goals and objective, the Netherlands e-Government wants to achieve are in many ways
distinctive than the goals and objective of Kurdistan autonomous region of Iraq. This is all
because of difference in area of culture, e-participation, e-readiness and etc, according to Report
Expert Group Meeting UN (2009). The e-Government development is high in the Netherlands
and Kurdistan region of Iraq has underdevelopment e-Government. Therefore in this research
there are no any comparisons between these two case studies of e-Government, but it revealed the
ABMs and features of both governments.
This report is constructed in the following order. The introduction of research is discussed in
chapter one. In chapter two the research plan contains of the research objectives and main
problem statement, the research method and research questions, the hypotheses of possible
solutions, the research project, the interview planning and website evaluation and in the end of
the chapter paid attention to the societal and scientific relevance of this study. In chapter three
Business Models of e-Government are elaborated. It contains topics e-Commerce, Business
Model, Atomic Business Model and e-Government. The two main topics of Atomic Business
Model and e-Government are explained in the end of chapter in the form of definitions and the
hieratic model. Assessment models for e-Government is discussed in chapter four, it consists of
the research route map and Assessment Model. In chapter five there are Atomic Business
Models. The procedures of the Assessment Model are drawn. It includes of the Atomic
Business‘s Assessment Model, Business goals and objectives Assessment Model, Feature`s
Assessment Model and the Relation`s or Associations Assessment Model. The gaps are identified
in the chapter six. It contains of gap between information technology and strategic & policy with
a gap model. The Method Support Data is presented in form of a table in the chapter seven. It is a
database which is made by findings from literature study of the commercial sector related to the
Atomic Business Models and their attributes. The main topics in this chapter are List of Standard
Features, Maturity Stage of e-Government, Workflow Features and Atomic Business Features. In
chapter eight is presented the over view of case studies of Ministry of Finance contains of case
results and recommendation report, Ministry of General Affairs contains of caser results and
recommendation report, Provence of Noord-Holland and case studies of Kurdistan of Iraq with
the case results. The results of research are accumulated in the chapter nine. The chapter is
included of Research Structure Validation, Feature Website Evaluations, Hypotheses Validations,
and Assessment Model Validation. In the end of this study there is conclusion. It is constructed
from four main parts of General Features Goals and objectives Results, Main Findings,
Highlights and Future Research.
7
2 Research Plan
This chapter presents the research procedures used in the research project. The component of
research plan are constructed as follows: research objectives and problem statement, research
method and research questions, research project, Interview planning and website evaluation and
societal and scientific relevance.
2.1 Research Objectives and the Problem Statement
This study is an independent research for e-Government. The main objective is to identify the
improvement areas of governmental institutions based on used Atomic Business Models by using
the known knowledge from the business sector within their used Atomic Business Models on
websites. By these analyses the similar or missing elements are identified and used for propose of
improvement in the governmental sectors. These research objectives are summarized in four
hypotheses. Farther more these hypotheses are elaborated in the next section of this chapter.
The main problem statement is that the customer expectations in commercial sectors of ecommerce and e-business are high. Therefore, public expectations of e-Government are
increasing. Moon (2002), describes like many managerial concepts and practices in public
administration (TQM, strategic management, participative management, etc.), the idea of eGovernment followed private-sector adaptation of so-called e-business and e-commerce. The
customer expectations in commercial sectors of e-commerce and e-business are high. The
frameworks and characteristics of e-commerce and e-business are in several respects similar to
those of e-Government, as each of them have their own distinctive business models. Therefore,
public expectations of e-Government are comparable to consumer expectations of e-commerce
and e-business. Janssen, Kuk & Wagenaar (2008) argue that e-Government business models are
similar to e-commerce and e-business in their stages of development. These similarities include
the establishment of an internet presence and the application of various types of business models
aimed at creating customer value.
Governments worldwide are increasingly using the Internet to provide services to their
constituents according Layne & Lee, (2001). Recently there are extensive outgrowths of public
web sites with designs based on some type of e-commerce web-based business models by
Winkel, (2005).
In other view the maturity of commercial sector is higher than governmental sector and both
sector have the same customers. Which this situation creates dissatisfactions of customer or
public oppose governmental sector. This is the main trigger of this research. A use case of this
situation: a customer is shopping from two stores which one has good services but the other not.
2.2 Research Method and Research Questions
The research method is multi case study which it contains of two main sections: a Literature
study and an Empirical study.
A.Literature study: literature study started with a review of existing literature, to establish
an overview of taxonomies of Web-based Business Models or Atomic Business
Models.
The potential improvements of the use of Atomic Business Models for e-Government
objectives characteristics will be identified on the basis of feature applicability of Atomic
Business Models for governmental websites. This exercise should yield a preferred taxonomy, to
8
be used in the following stages of this research: first, the criteria used to define the different
categories of the taxonomy will serve as a check-list on the basis of which to perform website
evaluations of governmental websites (sub-question 1). Second, the characteristics of the
individual Atomic Web-based Business Models as described in the taxonomy will constitute the
basis upon which to determine whether the business models used are appropriate for the goals
and objective of the e-Government institutions (sub-question 2a). At this point, the taxonomy
defined by Janssen, Kuk & Wagenaar. (2008) seems to be most valuable for this purpose. The
defined criteria for this section are Achievement of the institution‘s objectives SWOT analyze
(Focus, Main Activities), Source Value, Target Segment and the maturity stage of e-Government.
The maturity stages of e-Government are identified within Moon (2002)‘s framework of eGovernment development stages.
Moreover, the review of existing literature is intended to yield criteria to be used in
determining how the strategy and the application of a certain web-based business model can be
improved by identifying the application features (sub-question 2b).The defined criteria are
Standard features, ABM features, Maturity features and Workflow features.
B.Empirical study: the empirical study is to consist of website evaluations and expert
interviews.
Prior to the web-site evaluation, an institution in Kurdistan autonomous region of Iraq and an
institution in the Netherlands are selected which are involved in web-based forms of eGovernment. This institution‘s websites is evaluated, in order to answer sub-questions 1, 2a and
2b. These institutions will be selected based on specialization sector and governmental levels.
The specialization sector means the institution are selected from particular area which they have
the most knowledge for example agriculture sector, education sector and health care sector. The
governmental sector means the focus on central governmental institutions or provincial focus
institutions or municipal institutions. Beside to main category there is attention paid on the level
of using the internet its better applicability of Atomic Business Models by simple observing,
reviewing website, testing and deliberately focus on organizations that are reasonably close to
pure implementation of each atomic model.
The website evaluation is to consist of the following two phases:
1)Studying the governmental websites contents related to the business models used
2)Evaluating the most used business models in the governmental websites
Qualitative interviews with key figures within the selected e-Government institutions in
Kurdistan autonomous region of Iraq and the Netherlands are conducted. These interviews
provides detailed information on the purpose of the institution itself, its objectives, and the goals
they want to achieve through their web-based activities in general, and the specific strategies and
models by which shape these activities specifically. Moreover, the institution ‗can be assessed by
views on for example the capabilities and needs of the citizens, institution-customer intimacy and
the role played by the features.
Table 1 shows main research question with the sub-questions. These questions bring forth the
knowledge that is useful for achieving objectives of research. It also guides us to research
development procedures in the current time line. The sub-questions accumulate and retrieve the
knowledge that needed to answer the central question. In addition to this there are sub subquestions which they accumulate and retrieve fragment of knowledge that needed to answer the
sub-questions.
The table 1 exhibits also the factors and two research approaches method. The factors are
related to sub-questions and sub-sub questions. They are identified based on theoretical platform
of study of this research. The factors are selected based on most known classifications of Atomic
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Table 1: main research question and sub-questions
Main research
question
How can web
based business
model of eGovernment
institutions be
improved by using
the Atomic
Business Model
analysis method?
Sub-questions
Factors
Sub-sub questions
1) To which extent can the Atomic
Business Models used in the
business sector be applied in the
governmental sector based on
business models identified in the
literature?
Taxonomy of
Atomic Business
Models as
defined by (Weill
& Vitale, 2001).
E-Government
Business Models
as defined by
Janssen, Kuk &
Wagenaar (2008)
and Rappa,
(2002).
What is a business
model?
Achievement of
the institution‘s
objectives
SWOT analyze
(Focus, Main
Activities)
What are the goals
of governmental
institutions and
website goals?
2) How can the
web-based
business models
used in the
governmental
web-sites be
improved to
better
accommodate
the objectives of
e-Government
institutions?
2a) To which
extent is the
business model
used
appropriately for
the objectives of
the eGovernment
institution?
Source Value,
Target Segment
Maturity stages
of e-Government
2b) To which
extent can the
application of the
business model
be improved in
context of
features?
Standard
Features by
Report Expert
Group Meeting
UN (2009)
Workflow
Features
Research
approach
Literature
study
What is a webbusiness model?
What is an Atomic
Business Model?
What is eGovernment?
What are business
models of eGovernment?
Expert
interviews
What are the
objectives of
governmental
institutions and
website goals?
What are the
standard
requirements
features?
Website
evaluations
Which features are
belongs to Atomic
Business Model?
ABM features
10
2.3 Research Project
Within figure 1 the research structure is outlined by the concept of meta-modeling of
Brinkkemper, Saeki and Harmsen (1999). The research project started with writing proposal
statement that contains of following sub- activities a short description of problem statement, work
plan creation and writing proposal. The problem statement is written by comparison of two
sectors of commercial and governmental sector which one is more mature than other one. These
creates expectation problem because both sector has the same customers. The sub-activity of
work plan creation describes details with clear start and end phases of each activity in the form
chapter title and activity time interval. The last sub-activity in this section is writing proposal end
version. This is the collection of previous sub-activities problem definition and work plan. For
this propose first the draft version of proposal is written and later by approval the end version is
written.
Design theoretical study is anther starting milestone of research project which contains of
several sub-activities (identify Atomic Business Models, identify business goals, identify
relations of business goals to Atomic Business Models, identify features, identify gaps of features
to business goals, identify gaps of business to government, identify critical success factors in the
context of Atomic Business Models).
The sub-activity of identify Atomic Businessmodel is literature study of book place to space
written by Weill and Vitale (2001). In this book eight Atomic Business Models are described and
later they are improved by Janssen, Kuk, and Wagenaar (2008). They used and tested in paper ‗a
survey of web-based business models for e-Government in the Netherlands‘.
Identify business goals is sub-activity which describes that each business or institution has
goals and objectives. This sub-activity is based on theatrical study which the deliverable or
results are list of known business goals and objectives of e-Government.
Identify relations is sub-activity which first the relations to Atomic Business Models are
identified from literature study as defined by Janssen, Kuk and Wagenaar (2008) to the eGovernment goals and objectives and features.
Identify feature is sub-activity partly identified from literature which they drives from ecommerce as defined by Janssen, Kuk and Wagenaar (2008). Beside this features are
reengineered based on general understanding of characteristics and functions of features.
Above sub-activities Identify Atomic Business Models, Identify Goals and Objectives and
Identify features are collected in an assessment model for e-Government in chapter three. This
model represents the assessment model of e-Government in this research.
Identify gaps of features to business models are identified by focusing on links between
features functionality and business model characteristics.
Identify gaps of business to government are described in the literature by Rabajah and
Vanijck (2007). This sub-activity delivers a list of differences and resemblance between
governmental sector and commercial sector.
Identify critical success factors are sub-activities which combines the critical success factors
as defined by Weill and Vitale (2001) with the critical success factors identified from goals and
objectives of institutions in governmental sector.
Design practical study is activity which consist of following sub-activities (Make
questionnaires, Select e-Government institutions, Select interviewers, Evaluate website, Find the
answer of sub-question 1, Analyze results and Write conclusions).
Evaluate website is a sub-activity which it is supported by method super data. The method
super data contains a list of Atomic Business Models, characteristics and goals and objectives,
11
features and web-business critical success factors, created by theoretical studies of this research.
The list is used as check list during the evaluation of websites.
Find the answer of sub-question 1 contains of sub-activities which the Atomic Business
Models used in the website identified. This is supported by the method super data.
The sub-activity make questionnaires are created based on assessment model of eGovernments. This means for each part of assessment model are questionnaires. This sub-activity
is parallel with sub-activities evaluate websites and find the answer of sub-question1.
Selected e-Government institutions are mainly applied from division of governmental sectors
and specialization sector. These two elements are main driven power of selection e-Government
institutions.
Select interviewers are a sub-activity that focuses on expertise of interviewer. The request is
sent to institutions with details of research and the goals of research.
Analyze results is principally the collection and structuring data from interviews and
collecting data from website evaluations. These are described in the sub-activity of write
conclusions which is presented as an advisory report.
The last activity of research project is more general activity of writing a thesis. It is contains
of summarize the main finding, answer the research questions, evaluate the hypotheses, write the
research limitations, formulate recommendations for future research and formulate final
conclusion. These are presented in the end of research period as a final paper.
12
Write porposal Statement
1..1
A4 PROBLEM
DESCRIPTION
Define problem
Create workplan
has
1..1 has
WORKPLAN
1
DRAFT PORPOSAL
DESCRIPTION
Write proposal
E-GOVERNMENT
ASSESSMENT
METHOD
PORPOSAL
1..*
1..1
has
[else]
[Proper porposal]
Design theoretical study
Identify Atomic Business Models
ASSESSMENT MODEL
Identify Business Goals
Business Goals
Atomic Business Models
Features
Relations
Identify Relations
ABM FEATURE AND
CRITICAL SUCCESS
Identify Features
FACTOR
Identify Gaps of Features to Business Goals
GAP OF FEATURE TO
BUSINESS GOALS
Identify Gaps of Business to Government
GAP BETWEEN
GOVERNMENT AND
BUSINESS
Identify critcal success factors of Atomic Business Models
CRITICAL SUCCESS
FACTOR
Design practical study
1..*
WEBSITE EVALUATION
Make questionaries
selected e-government institutions
Evaluate website
Select interviewers
Find the answer of sub-question1
List institution websites
Website evaluation
Possible answer
Is input for
Analyze results
Write conclusions
INTERVIEW
Questionaries
List institutions
List interviewers
ADVISORY REPORT
1..*
Design thesis procedures
Summarize the main findings
Answer the research questions
THESIS
Evaluate the hypotheses
Write the research limitations
Formulate recommendations for further research
The main findings
The reasarch questions answers
The hypotheses evaluation
The research limitations
The recommendations for further
research
write
1
THE FINAL PAPER
1
Formulate final conclusion
Figure 1: research project
13
2.4 Interview Planning and Website Evaluation
The main goal of this section is to give insight on the interview method and website
evaluation which it expose how the validation is carried out. It contains two parts of validations
trough interviews and validations trough website evaluation. E-Government covers wide area
therefore it is chosen for a one sector of government which in this research is ministerial sector or
provincial sector.
The website of ministries is selected randomly. The organizations which provide opportunity
of expert interviews are high prioritized by website evaluations. The super data of chapter 7 is
used as supporting tool for evaluation.
The multi case study method is used. This means the same study contains more than a single
case. In addition to this the websites of institutions who provides experts during the research are
analyzed.
This paragraph reveals how it is been done. First, all features are identified in the organization
website. Second, they are compared with super data of this research and the similar features are
identified. These similar features made it possible to select Atomic Business Models candidates
and the goals and objectives of organization based on super data. Third step by evaluating the
content of website the goal and objectives of organization are identified. This made it possible to
identify candidate Atomic Business Models and the features based on the super data. By
comparing the results of second step and third step the most necessary, missing or additional
features for that particular website are identified. Based on these activities are identified the most
critical success factors.
Interviews are planned based on ministerial sector experts. The experts are found through the
internet via postbus51 and direct connecting the ministerial organization by direct phone
numbers. For this propose first an email with necessary information is sent to organization via
postbus51 which it acts as general information service of Dutch government on the law and
regulations of the central.
2.5 Societal and Scientific Relevance
Societal: in the category of e-Government this study is a helpful tool for first, identification of
the situational factors at play in determining the strengths and weaknesses of e-Government in
the governmental institutions will allow for an improvement of the effectiveness and efficiency of
these services. Second, the space for improvement of e-Government in the world wide is large,
based on the speed of development and changes of electronic technologic possibilities and the
maturity position of e-Government in the framework of e-Government developmental stages by
Moon (2002).
This research is useful in category of website evaluation en future electronic technologies for
following target group:
1.e-Government board and stakeholders
2.mangers who wants to launch a new enterprise
3.launching mobile e-service for e-Government and enterprises
Scientific: in this research is intended to create an assessment method of e-Government, to be
applicable to e-Government activity worldwide. This will allow for establishment of the degree to
which Atomic Business Models and its features in shaping forms of web based e-Government are
applicable. It gives a quick outline of features and critical success factors to stakeholders and
boards of management. This method is validated by application to the e-Government in the case
14
study of the Netherlands and Kurdistan autonomous region of Iraq. According to Janssen, Kuk &
Wagenaar (2008), the research on examining cross-national types of e-Government business
models is a viable direction for further research. It will improve the validity of the use of Atomic
Business Models in e-Government. Moreover, it will support the argument of created eGovernment web-business models in this research.
This research is mainly constructed for governmental websites but by changing some parts, it
can be applicable to the mobile governmental services. Mobile governmental services are
expected to be introduced over several years in near future.
In the research, there is an assessment model which is created from logic concepts, that can
be an useful tools for the similar researches. The model is validated and redesigned in the end of
this research. All to gathers provides a valuable knowledge from research topic to the scientific
world.
The other add value of this research to the scientific world, is exposing the relationship
between two sectors of business and government. Business is a profitable and government is
noun profitable sector. During this research is trying to prove that the knowledge which is
discovered by business sector is applicable to government sector.
15
3 Business Models of e-Government
Business models are central part of this research. This chapter describes four main issues
which they are direct or indirectly related to the process of constructing assessment method of eGovernment. E-commerce is first element which it is used as basis and starting point of analyzes.
Web-business model is the second important element of assessment method which shows the
business processes whole in a one platform. The third is Atomic Business Model which focuses
on the business model fragments and their specific characteristics. The last element is eGovernment that included all electronically of the proceeding of organization.
In table under are presented example of e-Government business models found by Janssen (2008)
in the area of Rotterdam in the Netherlands. In the research e-Government business models are
identified and classified from e-commerce presented in the right side of table. In the left side of
table there are pragmatic examples from research area for each business model of eGovernment.
Table 2: example of e-Government business models by Janssen, Kuk & Wagenaar (2008)
16
3.1 E-commerce
The meaning of e-commerce has changed over last 20 years. An important component of ecommerce is online shopping which is invented by Aldrich in the UK in 1979. E-commerce is
defined by Graham (2008) as ‗the process of buying and selling via the internet‘. In reference to
e-Government, this implies the delivery of services or products to citizens by the government,
and the contribution of citizens to governmental services or products via the Internet. This
definition in our assessment model covers whole requirements of business models which they
used e-commerce as a driver and source of business models.
Initiation of constructing web business models is e-commerce. This means web business
models are created from e-commerce. By evaluation of e-commerce and classification to different
categories business models located in the category of strategy.
In table under .Lumpkin, and Dess (2004) summarizes the key feature of each Internet
business model, suggests what role content may play in the model, and addresses how the four
value-adding activities search, evaluation, problem-solving, and transaction can become sources
of competitive advantage.
Clearly, Table under provides a framework for exploring means by which a company can
enhance its sources of competitive advantage. By using Internet-specific value-adding activities
in the context of viable business models, many new avenues for using the Internet to add value
may come to light.
Table 3: framework of internet value adding by Lumpkin, and Dess (2004)
17
3.2 Business Model (Web-Business Model)
Business models in generals are defined in many ways. According Rappa (2005) a business
model is a method of doing business by which a company can sustain itself and generate revenue.
This definition is less conducted to governmental perspective or views but in other hands
Chesbrough (2006) argues that a business model is useful framework to link and convert ideas
and technologies into economic values which by focusing the concept value make it more
appropriate for governmental implementations.
Business model is an important factor of this study that it supports related to government
view in the following definitions. It is elaborated by collection of divers literature. Janssen, Kuk
& Wagenaar (2008) identify that there is no universal definition for the concept of a business
model. However, as it refers to the key aspects of governance in governmental organizations, in
this research, the following definition of a business model by Timmers (1998) will be applied: ‗a
business model reflects the core business of an organization and is useful to describe (and even
prescribe), the organization from the perspective of its main mission, and the products and
services that it provides to its customers‘. Keen and Qureshi (2006) assert that business models
are a vehicle for addressing how to balance value between the customers and the provider. This
view of business models is also suited to e-Government, as it involves balancing between
improving citizen-centric service delivery and adapting and re-engineering organizational
practices.
Timmers (1998) classified business models for electronic markets to the eleven business
models along two dimensions. The first dimension gives the degree of innovation. This ranges
from essentially an electronic version of a traditional way of doing business to more innovative
ways, for example by externalizing via the Internet functions that previously were performed
within a company or by offering functions that did not exist before. The second dimension is the
extent of integration of functions, ranging from single function business models, to fully
integrated functionality, e.g. value chain integration. Figure 2 shows this mapping of eleven
business models in two dimensions of the Innovation and Integration of functions.
18
Figure 2: business models-examples by Timmers (1998)
3.3 Atomic Business Models
The basis of this research is constructed by the Atomic Business Models. Atomic Business
Models are used to define the assessment model of figure 5. In other side Atomic Business
Models are derived from business models and the business model are derived from e-commerce.
This means a business model is constructed by Atomic Business Model. The following definition
of model is applied in this research by Weill & Vitale (2001). They describe an Atomic Business
Models the building blocks for business initiatives. This definition shows that Atomic Business
Models are business fragments which they are identified by unique characteristics. An Atomic
Business Model includes of an unique characteristic and it developed by focusing on this
characteristic.
In this study the Atomic Business Models are used as core of assessment model which they
operate as a filter between the goals and objectives of organization and the features. By passing
the goals and objectives of organization through the Atomic Business Model the feature are
identified which are similar in both sectors of governmental and commercial. In addition to this
the critical success factors are identified by this process for each model.
The figure under shows mapping of Business Models, Atomic Business Models and Features
to Strategic, Tactical and Operational in the Hierarchy Model.
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BM
Strategic
ABM
Tactical
Features
Operational
Figure 3: hierarchy model
3.4 E-Government
In recent literature, several definitions are used for e-Government, Business model and Ecommerce. The Global Study of e-Government, a recent joint research initiative for global eGovernment by the United Nations and the American Society for Public Administration, provides
a broad definition of e-Government. As this definition, due to its cross-national origin, relates to
the cross-national objectives of the proposed research, the following understanding of eGovernment will be applied in this study: e-Government is defined exclusively as an internet
driven activity, ‗that improves citizens‘ access to government information, services and expertise
to ensure citizen participation in, and satisfaction with governmental processes. It is permanent
commitment by government to improving the relationship between the private citizen and the
public sector through enhanced, cost-effective and efficient delivery of services, information and
knowledge‘ (UN and ASPA 2001).
E-Government is summarized as electronically driven activities of organization. The
applicability of e-Government in this study is based on this summarized definition.
As past United Nations e-Government Readiness Surveys have stated, any ICT-led strategy
needs to take into account the level of development, access to infrastructure and the skill level in
the country. In that sense, connected governance initiatives need to be placed within the context
of the e-development goals of national governments. In the Economist‘s global e-readiness
rankings has created a powerful platform for generating public demand for e-Government and
corresponding incentives for public sector authorities to respond in kind by developing new
models and capacities of supply
20
The e-Government e-participation rankings shows in table under which is a part of ereadiness of e-Government
Table 4: e-Participation
21
4 Assessment Model f or e-Government
This part of research contains of three sections. First section there is research route map
which it reveals the components of route map within the two perspectives of strategic domain and
implementation domain. The second section contains the main model with their concepts and
relationships or associations which they show basic logic of this research. The third section is
about assessment method hypotheses which explained the hypotheses for each concept and
associations of main model.
4.1 Research Route Map
The research route map indicates classifications and the possible solutions to the problem
statement. The main classifications are commercial versus governmental and strategic perspective
versus implementation perspective. The answer of the following two questions clarified the
possible solutions of problem statement.
Figure 4 shows research route map in the perspective of business sector and government
sector which it includes of four main items for tracing and clarification of the study route (eGovernment, Atomic Business Model, Goals & Objectives and Characteristics, Features). The
research route map has two main perspectives one relating to strategic perspective and one
relating to the implementation perspective. The strategic perspective refers to intangible
elements, whereas the implementation perspective refers to tangible elements. This research route
map is created, primarily from the following three scientific literature combinations: first, Place
to space: migrating to e-business models by Weill and Vitale (2001). Second, A survey of webbased business models for e-Government in the Netherlands by Janssen, Kuk and Wagenaar
(2007), and thirdly, a paper concerning the federation of e-Government: a model and framework
by Rabaiah and Vandijck (2007). Particularly the first two papers have a significant input in our
assessment method.
The strategic perspective consists of four main items Atomic Business Model, e-Government,
Characteristics, Goals and Objectives. E-Commerce and Government are also included in this
perspective which each of these elements has its own goals and objectives but they are outside
our scope. In addition to this the culture and organization structure that plays an important role in
this perspective are excluded.
The e-Government and the Atomic Business Model are each characterized by their own goals
and adjectives, in e-Government sector the scope is on institutions goals and objectives and in the
Atomic Business Model the scope is on characteristics of Atomic Business Model. These are
assessed further in this research in assessment models. Atomic Business Models are improved
based on governmental applicability factors in the strategically perspective. They are classified
based on a new structure of application for e-Government‘s purposes in which aims of
maximized business profit will be replaced by well-being of society Rabaiah & Vandijck (2007).
The Goals & objective and characteristics of e-Government and Atomic Business Model are
applied as the drive power of business where the business value in the Atomic Business Model is
to be replaced by constituents needs in the e-Government environment.
Finally, in the implementation perspective the proposed model is constituted by features and
web-based critical success factors of e-Government. In this implementation the technical
elements of features are excluded. By finding out the characteristics of Atomic Business Model
related to Goals and Objectives of e-Government the features are created. However first the
features are identified from Atomic Business Model‘s characteristics and after linked to the
22
features which are identified from e-Government‘s goals and objectives. Critical success factors
of e-Government are results of two separate chains of features to goals and objectives to eGovernment and the chain of features to characteristics to Atomic Business Models. Alignment
of both Atomic Business Models and e-Government, allows for (identification of avenues of)
potential improvement of e-Government strategy and execution.
Figure 4: research route map
4.2 The Assessment model
The assessment model is created for exposing the insights of research. It uses the general
known facts of goal and target. This means each goal has an own target. The assessment model is
consisting of three main elements. These elements determine the route and scope of study. First
we have the element of Goals and objectives which it is contains of other elements that are
elaborated in the further of this study. However these goals and objectives are important for
choice of business models. The goals of organization determine the web-business model.
In the domain of government we have two main general goals which are the governmental
goals and the organization goals. The governmental goals are outside our scope but they are
sometimes overlapping with organization goals. For example the main goal of government
regarding education system is to raise the education level of citizen for approaching well being of
society which here the well being of society is main goal of government. However the main goal
of education system is to educate citizens so many as possible for well being of society. Here the
main goal of education system is to educate citizens.
The second element is Atomic Web-Business model which it is created for purpose of
approaching an organization goal. Atomic Web-Business model are building blocks of more
complex business models Weill & Vitale (2001).For example an education system has several
goals which one of these goals can be raising standards in English, Math, ICT and Science of
citizens. For this purpose an Atomic Web-Business model of content provider is created in the
business model of school. In this assessment model, an Atomic Web-Business model is gateway
of an organization for providing service, products and etc via web-business model.
The third element is Feature which is determined by Atomic Web-Business model. This
means that each Atomic Web-Business model has several features. The feature is a function of
conspicuous part of website which makes a task done via a web business model. The features
facilitate evaluation and transparency to the goals of an organization. The figure 5 shows those
nominated elements and their relationship.
23
There are three main streams which they shows how the floods of ideas are streaming. First
the stream of determine from goals and objectives to atomic web business model. This stream
presents the path from goals and objectives to Atomic Business Model which is more open,
because the business possibilities, opportunities and combining of Atomic Business Models are
unlimited therefore the goals and objectives are not able to determine Atomic Web-Business
models. The second stream of determined which presents the route from Atomic Business Model
to features. This stream is more limited because of technical limitation of features in the website
and the maturity of features. Almost all of them are known therefore they streams are determined.
The third stream is from goals and objectives to features. This stream shows how the current
situation is. The governmental organizations are currently using this stream. The first two streams
of ―determine and determined‖ are invisible and unknown for governmental organizations.
Figure 5: assessment model e-Government
4.3 Assessment Method Hypotheses
The assessment model is developed from theoretical logic concepts and associations. The
logic concepts and associations or relationships are explained in the form of hypotheses from ‗as
is situation‘ in the direction of ‗to be situation‘. There are several hypotheses for our problem
statement. First there is hypothesis H1 for main assessment model of research (figure 5). These
hypotheses test the model in general by using the proper concepts and their relationships. The
hypothesis H2 and H3 are clarifying the two strategic and implementation perspective of
assessment model. The hypothesis H4 identified if there are any critical success factors of ABM
which are already used in commercial factor but not used in governmental sector.
H1: the goals and objectives are the main source of developed features in an institute
website, (flow of current situation in the assessment model figure 5).
The first hypothesis is focused on the whole assessment model component aggregations. The
current situation flow is hypothesized from goals and objectives to features of the institute
website. For each goal of the institute there are some features which are identified, that they
support that goal. In the assessment model the current situation flow is theoretical logic flow
from as is situation in the direction to be situation.
24
H2:identification of Atomic Business Models in the e-Government websites leads to
improvement of strategic domain of governmental institutions.
The main domains of this research are public sector and commercial sector. This study
compares those two sectors of public and commercial based on the fact that the commercial
sector is more mature than public sector. By elaborating details from mature situations and
comparing to immature situation the critical improvement factors apprise from the immature
situation. First step of this comparison is identification of e-Government website by Atomic
Business Models which they are used in commercial sector. The Atomic Business Models are
identified in the public sector. Each Atomic Business Model has their own attributes which shows
the important elements of that Atomic Business Model. This attributes should be recognized also
in public sectors.
In addition to this by conducting the assessment method process of e-Government in the
practical situation, the goal and objectives of organization are clarified. There are number of
Atomic Business Models which are identified by their unique characteristics. An atomic business
can independently create a business model but usually combination of Atomic Business Models
create new business model. By following the process of assessment method in these research men
gets insight information of e-business and ability to be implemented to the public sector.
H3: clarifying supportive features and missing features for an institution leads to
improvement of e-Government.
During process steps executing of e-Government assessment method the supportive and
missing features will be discovered by comparison to method data support of this study. The
method of assessment makes it possible the similar or supportive features be improved and
identified by comparison method. The missing features can be identified by knowing the used
Atomic Business Models in the institution. The used Atomic Business Model indicates to features
which are most suitable in that particular situation. The aggregation of identified indicators leads
to improvement of efficiency of features in the institutions versus targeting citizen.
H4: the ABM critical success factors can be identified by conducting the assessment
method of e-Government.
Critical success factors are important component from ABM which connected as a chain to
the ABM. Each ABM has own unique component that supports it. These components have to be
maintained during the application of ABM in organization website.
Each Atomic Business Model and their necessary features have their own critical success
factors. These critical success factors of ABM can be identified after identifying Atomic Business
Models of institution. The process of identification is done by comparison of knew details of
critical success factors of used each Atomic Business Model to the institution`s situational
factors. An Atomic Business Model exposes the characteristics of websites, those characteristics
leads to identifying critical success factors.
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5 Atomic Business Models
This chapter describes the assessment methods. These methods are developed from practical
perspective which includes of Assessment Atomic Business Models, Assessment Goals and
Objectives, Assessment Features. In the next chapter Critical Success Factors, Gaps and
Relations between these objects are assessed.
5.1 Atomic Business Assessment Model
Weill & Vital (2001) give a description of the Atomic Business Model. This is represented in
figure 6. All of steps have constrains that need to be followed by assessing Atomic Business
Models.
Assess Atomic Business Model
Gather ABM
Identify Business Goals per ABM
LIST ABM
Identify Feature per ABM
LIST FEATURE
LIST BUSINESS GOAL
Create Critical Success Factors per
ABM
LIST CRITICAL SUCCESS
FACTOR
Identify Business Models
CANDIDATE ABM
Figure 6 Atomic Business Model
Table 5: activities of Atomic Business Model
Activity
Gather Atomic Business Model
(ABM)
Identify Business Goals per ABM
Identify Feature per ABM
Create Critical Success Factors per
ABM
Identify Business Models
Description
Drive an Atomic Business Model from e-commerce.
Business Goals are derived from core competence,
source of value, business objectives and customer or
citizen relationship.
Features are deployed from business goals, service and
products of organization, web standard functions and
customized functions of workflow.
Critical success factors are factors related to business
goals and features.
Combination of Atomic Business Model creates
business model of organization.
26
Table 6: deliverables of Atomic Business Model
Concept
LIST ATOMIC BUSINESS
MODEL (ABM)
LIST BUSINESS GOALS
LIST FEATURE
LIST CRITICAL SUCCESS
FACTOR
CANDIDATE ABM
Description
List of Atomic Business Models is provided by Weill &
Vitale (2001).
Business Goals are identified related to governmental
goals between four criteria‘s described in the activity
table of business goals.
List possible features from criteria‘s described in activity
table feature per ABM
Each Business goal and feature has critical success
factors which they are listed by identifying the
relationship between feature and business goal.
Some examples of possible combinations of Atomic
Business Models are identified.
5.2 Business Goal and Objective Assessment Model
Business goal and objective assessment model is an important part of this research. Goals and
objectives of organization by creating a website are defined the business goals and objectives of
website. Overall where it referred to business goals and objectives it means goals and objectives
of website. Figure 7 below shows the Meta Model for creating the Business Goals and Objective
Assessment model. The criteria and deliverables for business goals and objective in this research
are core competence, source of value, business objective and customer or citizen relationship.
These are drive power of assessment model in practical form for creating business goals. The
sub-activities and deliverables for business goals and objectives determine or support the path of
identifying features and critical success factors in the context of ABM. However align with this
model there is need for determining the position of organization in the diminution of developing
maturity stages. This section is evaluated in a part chapter of maturity stages of e-Government.
27
Assess Source Business Goals and Objectives
Review Organization History
Analyze Organization SWOT
Imply Organization Identity
Determine Business Core Competence
BUSNINESS CORE
COMPETENCE
Identify Product and Services
SOURCE VALUE
Identify Source Value
CUSTOMER OR CITIZEN
RELATIONSHIP
Identify Business Objectives
Identify Customer Relationship
Classify Business Goals
Assess Business Goals and Objectives
Review candidate Features
Review candidate ABM
BUSINESS GOAL
BUSINESS GOALS PER
FEATURE
BUSINESS GOALS PER ABM
Figure 7: website business goals and objective assessment model
28
Table 7: activity of business goals and objectives
Activity
Assess
Source
Business
Goals and
Objectives
Sub-Activity
Review Organization History
Analyze Organization SWOT
Imply Organization Identity
Determine Business Goals
Core Competence
Identify Product and Services
Identify Source Value
Identify Business Objectives
Identify Customer
Relationship
Classify Business Goals
Assess
Business
Goals and
Objectives
Review candidate Features
Description
Organization history shows the traditional
business source of organization.
By applying SWOT method the future routes of
organization business become explicit.
Identity of organization is classified for further
analysis.
Core competence of organization is determined
by analyzing history, SWOT and identity.
The Product and Services of organization are
identified.
Add value of organization service and products
are settled.
Business objectives are goals which organization
wants to achieve.
Customer segment are identified and the
relationship is evaluated.
A list of possible business goals is created by
evaluating and accumulating the results of upper
sub-activities.
Features are classified by business goals. Each
business has several features which make it
possible or support achievement to the business
goal.
Business goals are classified to ABM. This
means each ABM has several business goals.
Table 8: deliverables of business goals and objectives
Concept
BUSINESS CORE
COMPETENCE
SOURCE VALUE
CUSTOMER OR CITIZEN
RELATIONSHIP
BUSINESS GOAL
BUSINESS GOALS PER
FEATURE
Description
Core competence of business is identified insight the
criteria‘s of organization history, SWOT analyses and
identity.
The add value per service or product is determined.
Customer or citizen segment is defined which the
relationship are classified per customer segment.
A list of business goals is made based on above subactivities, concepts and literature studies by Weill & Vitale
(2001).
Relation between business goals and features is identified
based on ligature studies, workflow and standard features or
most used feature for a business goal. The sub-activities and
concepts in this assessment model are useful tools for
29
BUSINESS GOALS PER ABM
identifying logic relationship of business goals and features.
Each ABM have several business goals which some are
identified by Weill & Vitale (2001) in the model of ABM
assessment.
5.3 Feature Assessment Model
A feature has many definitions but in this study the definition of feature is: feature is a
function of conspicuous part of website which makes a task done via a web business model.
Figure 8 shows feature assessment Meta model. This model started with identification of features
and ended with classification of feature in Atomic Business Models.
Assess Features
Gather Features from literature study
Identify Service and Product dependence
Features
Review Workflow
Features
Identify Organization
Goals
LIST FEATURE WITH
PROPERTIES
Create Workflow Features
Identify Standard Features
Create a Super List Features
LIST SUPER FEATURES
Compare case’s related similar and different
features with Super list Features
SELECTION OF FEATURE
[else]
Review candidate Business Goals
LIST FEATURE PER BUSINESS
GOAL
LIST FEATURE PER BUSNINESS
GOALS AND ABM
Figure 8: feature assessment model
Table 9: activity of feature assessment model
Activity
Gather Features from literature
study
Description
Features which are described in literature in context of
business models are identified. Janssen, Kuk &
Wagenaar (2008) and Weill & Vitale (2001).
Identify Service and Product
dependence Features
Feature that provided a service or product or
supporting these activities are identified in the context
of ATM and e-Government sectors.
30
Review Workflow Features
Identify Organization Goals
Create Workflow Features
Identify Standard Features
Create a Super List Features
Compare case‘s related similar
and difference features with
super list features
Review candidate Business
Goals
e-Government websites are reviewed, the features are
determined.
The Organization goals and objectives are identified.
This is done by above elaborated of assessment of goal
and objectives model.
A list of workflow feature is created from above
activities.
Feature which are used in the most general cases are
identified. This feature are identified from website
design templates which they includes most used
features.
From above activities a list is created which contains
all features in e-Government sector.
Features in each case are compared with the features
from super list features. The similar and differences
features are distinguished. It is possible that direct
identifying the candidate Atomic Business Model
without identifying business goals.
The selection of features from above activity is
identified related with candidate business goals.
The selection of features is related to ABM and
business goals
Table 10: deliverables of feature assessment model
Concept
LIST FEATURE WITH
PROPERTIES
LIST SUPER FEATURES
SELECTION OF FEATURE
GOAL
GOAL AND ABM
Description
The activities form gathering features, review
workflow, identifying standard and identifying
service and product dependence features creates
a list of feature with their own properties.
From the evaluating list feature with properties is
created a list of super features. This list includes
all features related to e-Government sector. The
list features is created by combining three main
activities of gather features from literature study,
review workflow features and identify standard
features.
By comparison of each case with the super list
features distinguish the similar and difference
features.
The compared features are related to the business
goals.
Both the compared features and business goals
are related to ABM.
31
5.4 Relations Assessment Model
There are three main relations in the model, first the Determine streaming or relation between
Goal, Objectives and Atomic Business Models. Each Atomic Business Model describes the
essence of a different way to conduct business electronically by Weill & Vitale (2001). The
characteristic of Atomic Business Model allows them to work in combination with other Atomic
Business Model and create an electronic business model. The relationship of Determine
streaming in figure 9 of assessment model connects the business goals and objectives with the
Atomic Business Model characteristic. These characteristic and business goals have same logic
and same approaches. Therefore they are classified in one category and each Atomic Business
Model characteristic is connected with several business goals. Because have each business more
than one goal and objective.
Second the Determined streaming relation is relationship between features and Atomic
Business Model. This relationship is defined by requirements of Atomic Business Model
characteristic. This means for approaching those characteristic are there needs for unique
features. The features provide stainable support or facilitation of approaching to Atomic Business
Model characteristics and business goals. In high level of maturity the features used for a
particular business goal and objectives are the same as features used for an Atomic Business
Model.
Third relation is the Current situation streaming. The current situation streaming shows the
relation between business goals and features. This has two perspectives one is already elaborated
in the section 2 of assessment model of e-Government which focus on current workflow of eGovernment. The second perspective is focused on goals of organization and goals of features.
This means an organization has goals and objectives for achieving each goal and objective
created one or more features. But in other side the feature is existed for particular goal or task. In
high level of maturity the goal of feature is the same as a particular goal of organization, if this
not the case there is created combination of features for achieving the organization goal. In
addition to this streaming current situation shows that how the institutions are developing the
features in their websites. This part will more elaborate based on practical situation or case
studies.
The figure 9 presents a process-deliverable diagram of relation of feature, business goals to
Atomic Business Model.
32
Asess Relationships
LITERATURE STUDY
RELATION
Identify relations by literature study
Join feature with organization goal
Create relations workflow
Identify relations from workflow
RELATION FROM
WORKFLOW
Identify standard relations
STANDARD RELATION
Figure 9: relationships assessment model
Table 11: activity of relationships assessment model
Activity
Identify relations by literature
study
Description
In the literature the relations, by Janssen, Kuk &
Join feature with organization
goals and objectives
The features are based on their function in the website
joint with the goals and objectives. This relationship is
based on mutual goals of feature and organization goals
and objectives.
A list of the workflow relation is created by the activity
from feature assessment model and Goals and objectives
assessment model.
By reviewing governmental websites are relations
identified based on specific goal and used feature for
approaching that goal and objective.
This are general known relations and most used in
several proposes. The main goal of creating this activity
is to reduce the number of features for better analyzing.
Create relations workflow
Identify relation from workflow
Identify standard relations
Wagenaar (2008) and by Weill & Vitale (2001) are
elaborated in the same context. Which in this study the
relation are more extend and adapted.
33
Table 12: deliverables of relationship assessment model
Concept
LITRATURE STUDY RELATION
RELATION FROM WORKFLOW
STANDARD RELATION
Description
These relations are identified by literature
study in commercial sectors. There is
relation‘s list created of features, business
goals and ABM.
These relations are identified during
evaluation of governmental websites. Which
the focus is on used feature for particular aim
and identifying goals and objective of
organization. This concept is containing of all
relations between features from workflow to
Goals and objectives of organization.
Standard relations are most used feature
relation with goals and objectives of an
organization. A list of these relations is made.
34
6 Identification Gap
There are two kinds of gaps in this research. One is high level gap between information
technology and strategic & policy. Second is the gaps model which is raised by Applying
assessment method of this research.
6.1 Gap between Inf ormation Technology and Strategic &
Pol icy
In this chapter gaps are presented that are identified by applying assessment method of eGovernment. Some gaps are existing facts and some are exposed by execution of method on the
practical circumstance. Gaps of this research are located between different concepts which they
are uncovered by linking of those different concepts. There are mainly four gaps in this research
which each is caused by its identical concepts and implementation in operational platform. Figure
10 show these gaps as deliverable concept amplified by applying activities in the left side of the
figure.
The two sectors of business and government have more differences than similarities therefore
the identification of similarities and joining or comparing two concepts are difficult. This is
elaborated in the first part of identification of gaps. For this propose the definitions by Rabaih &
Vandijck (2007) are used in the following figure.
Figure 10: government versus business Rabaih & Vandijck (2007)
6.2 The Gaps Model
Above figure shows the comparison of different concepts between public and commercial
sector in six criterions versus each others. In this research is used the same comparison in criteria
of aim, diver, client‘s relationship paradigm and emphasis. This gap is aggregated in the figure 11
as first element ―activity convert business goals to governmental goals‖. This is the gap between
public en commercial sectors; this gap is raised by bridging between commercial sector and
public sector. This is also an existing fact that means the main actor in commercial sector during
the time develops different attitudes than public sector. This change and difference is caused by
the main actors which it is usually human. In commercial sector the element of human is directly
connected to profit which it is most known suitable driving power. However this driving power
35
of profit is missing in the public sector. The driving power in the public sector is created by
stability which it is unclear for human comprehension according Rabaih & Vandijck (2007). The
stability needs periodical maintains. What are stability elements in public sector and what are
periodical maintains are identified as future research and they are outside the scope of this
research.
The activity of applying goals and objectives to ABM raised the gap goals based ABM which
is caused by merging goals and objectives to one unique ABM. Each ABM has their own
characteristics that should be joined to the goals and objectives of governmental institutions. This
matching is based on overall understanding of each goal and objective within criteria of
characteristics of ABM. Partly of this gap which is also about adapting of e-Government goals
and objectives to ABM. It is identified by Weill & Vitale (2001) in the book of Place to Space.
But this identification is based on the business sector and it is limited by characteristic of ABM in
business sector.
The activity of identify feature based goals creates the gap feature based goals. This means
that for used feature goals should be identified and creates the alignment between goals of
features and goals & objective of governmental institutions. Which feature to use for approaching
a particular goal of the institution? The answer of this question is provided by identifying the
most used features for particular circumstance. This is can be achieved by experience and more
research in comparable situations.
The last gap is the gap of feature to goals and objective of e-Government and to ABM. This is
partly identified by Janssen, Kuk & Wagenaar (2008). But there are no direct relations between
goals and objectives and features. This relation needs more situational and technical
understanding of web application. In this research by creating three domains of literature study,
relation from workflow and standard relations is limiting the gap. But it is still dependents on
workflow or situational factors which it creates an important limitation of assessment method.
Figure 11 shows all gaps in form of process-deliverable diagram.
Identify Gaps
Convert Business Goals to Governmental Goals
GAP OF CONVERTING
GOALS
Identify e-government Goals and Objectives
Apply e-government Gaols and Objectives to ABM
GAP GOALS BASED ABM
Identify Feature based Goals
GAP FEATURE BASED
GOALS
Identify Feature based ABM
GAP FEATURE BASED ABM
Figure 11: identification of gaps
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7 Method Support Data
Assessment method needs supporting tools during the execution of method on the websites.
For this purpose the method support data is created. Method Support Data is a list contains
collections of theoretical supporting elements which are used during the adapting the method to
institutions. This list supports the process of adapting of method by providing examples that
determines the used Atomic Business Model, goals and objectives and features. This data are
essential for assessment method which by each step they support processes of improvements.
In the table 13 Atomic Business Model are used in theoretical platform which covers the eGovernment services, products and etc. The characteristics of Atomic Business Models are
identified, it combines with goals and objectives of government. The process analyses of
identifying goals and objectives and characteristics of Atomic Business Model in the theoretical
form from literature studies are includes of following four steps focus, main activity, source value
and target segment. If one or more elements of this steps is not been indicates in the table 13 that
means it is not relevant or less important. The column 2 of characteristics, goals and objectives is
classified by the steps one up to four. Those numbers in this column are related to the following
steps number:
Focus: the focus of Atomic Business Model is determined.
Main Activity: what are the main activities (force or strength) of ABM?
Source Value: the main values are defined for citizen or other organizations. Atomic webbased business models can be characterized by several forms of added value. Lumpkin & Dess
(2004) classify these forms of added value as follows: Providing Expertise, Access to a wide
network of alternatives, Free or low cost content, Customer feedback, Entertainment
programming to audiences, Distribution efficiencies, Leveraging brand, Enhance product and
service sales, Increasing production efficiencies, Improving customer services and efficiencies,
Outsourcing solutions.
Target segment: citizen or customer Segment is determined. Target segment is classified.
The Features are determined according to following two criteria‘s (A and B): for each
category of ABM there are identified the most relevant features. If there are features which are
not mentioned in the table 13 this means those features are related to the situational factors. The
numbers [#] in column feature is linked to the number of column goals & objectives and
characteristics in table 13.
Goals & Objectives and Characteristics related Features: the features are jointed to identify
goals & objectives and characteristics in the column 2 of table 13. Each feature is identified from
goals & objectives and characteristics which they are classified from number one up to four in the
table 13. The features are approaching method to classified goals & objective and characteristic.
ABM related to main Features: this features are identified partly from literature study by
Janssen, Kuk & Wagenaar (2008) and partly by linking the characteristics of ABM to the
characteristic of feature.
The website you have just visited is ACAP-enabled. ACAP (Automated Content Access
Protocol) is the new open standard that enables website owners to express terms under which
crawlers (also known as robots or spiders) and others are allowed access to and use of their
website contents. ACAP has been devised by publishers in collaboration with search engine
operators and other web content aggregators to revolutionise the creation, dissemination, use, and
protection of copyright-protected content on the worldwide web. ACAP is set to become a
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universal permissions protocol on the Internet, a totally open, non-proprietary standard by
Browning & Lowndes (2001).
Web-business critical success factors shows, which factors are related to Atomic Business
Model and they play significant role by improving the business model. Each Atomic Business
Model has several factors, which in this study they are been identified and tested in the
governmental organizations. The sources of web-business critical success factors identification is
Atomic Business Model characteristics, goals and objectives and features from table 13 super list
ABM data.
Table 13: super list ABM data, Characteristics, Features and Critical Success Factors
1)Atomic Business
Model
Content provider
2)Characteristics, Goals
and Objectives
Core business focus [1]
Provides free low cost
content (information,
digital products and
services) [3]
Using intermediaries for
providing content [2]
Direct to customer
Transaction focus [1]
Provides goods and
services directly to
citizen [2]
Support traditional
channels [3]
3)Features
Menu structure or
sitemap [1]
Search option [2]
News page [2]
Multilingualism [1]
Real media or flash [2]
Hyperlinks to related
sites [2]
Advertising [1]
Subscription option [3]
RSS feeds [2]
ACAP [3]
Service catalogues [2]
Shopping cart [2]
Self service [3]
Tracking and tracing [3]
Financial settlement
option or payment [1]
Local citizen [4]
4)Web-business Critical
Success Factors
Providing reliability,
timely content in the
right format, the right
price.
Brand content to create
customer recognition
Establish a network of
allies through which
content is disseminated
Create and maintain
citizen awareness
directly or via
intermediaries
Increase repeat citizen
purchase rate and size of
the average transaction
Reduce citizen
acquisition costs
Offer fast and efficient
service, including
transaction processing,
logistics, and payment
Insure adequate security
for organization and
citizens
Provide interface that
combine ease of use with
richness of experience
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Value net integration
Coordination focus [1]
Organizations
collaborates [2]
One-stop-shop [3]
Certain customer
segment [4]
Provides own identity or
strong brand [3]
Full service providers
Overall focus [1]
Organizations
collaborates [2]
General insight
understanding [3]
One-stop-shop [3]
Invisible separate
organization
Balance availability of
multiple channels with
cost of supporting them
Subscription option
Reduce ownership of
[4][3]
physical assets while
retaining ownership of
data assets
Business and live events Own or have access to
news and planning [1][2] the complete industry
virtual value chain
Integrated forms for
Establish a trusted brand
requesting products from recognized at all places
multiple organizations
in the value chain
[3]
Alerting [1][2]
Operate in markets
where information can
add significant value,
such as those that are
complex, fragmented,
regulated, multilayered,
inefficient, large with
many sources of
information, and
required specialized
knowledge
Blog posts[2]
Present the information
to citizens, allies,
partners and suppliers in
clear and innovative
ways that provide value
and support
Search option [1]
Create the brand,
leadership, credibility,
Service catalogues [3]
and trust necessary for a
Shopping cart [3]
citizen to look to the
firm for its complete
needs in an area
Own the citizen
relationship in one
domain
Business and live events Own more of the citizen
[2][1]
data in the domain than
Tracking and tracing [3] any other player
Alerting [1]
Create and enforce
policies to protect
interests of internal and
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Infrastructure service
provider
Direct to market
Collaboration
Virtual communities
market
Aggregation focus [1]
Authentication [4]
Provides services [2]
Financial settlement or
payment [2]
Sharing services[3]
Secure communication
[2][3]
Public organization as
users[4]
Intermediary
information focus [1]
Bring together divers
parties [2]
Searching for list of
supply and demand [2]
List recommending
supply and demand [2]
Create reliable relations
[3]
Showing the best
matches [1]
Keeping information of
suppliers and demand
private [3]
Focus enabling
electronic participation
discussion [1]
Customer or citizen
feedback [3]
Improving customer
services and efficiencies
[3]
Public administration,
business, citizens as
customers[4]
Social problems focus
[1]
Chat and discussion
platforms [1]
external providers as
well as citizens
Share benefits equitably
with no dominant
partner
Present product and
service information
objectively
Manage channel conflict
with the ongoing eGovernment initiatives
of the alliance partners
Compile and deliver
accurate and timely
statements of the
services and benefits
provided to each
member of the alliance
Create and maintain
systems interoperability
Attain a critical mass of
users
Capture data on citizens
needs; complete any
uncompleted
transactions
Scale up infrastructure
quickly
Increase level of service
completeness over time
Own citizen relationship,
resulting in high level of
―stickiness‖
Sharing knowledge for
benefit of all parties
Whiteboard [1]
Capture citizen feedback
Sharing documents [3]
Tools (wiki‘s, e-voting,
simulations) [4]
Build trust and
relationship with the
citizen
Build secure channel of
knowledge sharing
Discussion forum and
blogs [1]
Find and retain members
who share a common
40
Information feeds [2]
Community around
certain topic [2]
Information searching
[1][2][3]
Provides topic related
solutions [3]
Actual content [3]
interest
Build loyalty to the
community by providing
attractive content
Maintain privacy and
security of member
information
Balance commercial
potential with members
interests
Leverage member
profile information with
service providers
7.1 List of Standard Features
List of Standard Features or Basic Features is identified by UN report experts group. This
includes of list with all essential features which governmental institutions have to use them in
their websites. The list is determined by three main domains Security, Search and Help. Each
domain contains of sub functions. The domains with sub-function are identified by Report Expert
Group Meeting UN (2009).
Domain security is an essential element in each governmental website. It is in general
contains of Information about the organization or a history of organization, an obvious part in
website (contact us) within information about location and a way where the public can directly
connect to the organization this can be by phone or email address. Security of public data is also
an important issue in governmental electronics processes however discussion about this issue is
excluded from this research.
Domain search is anther essential element which is by Report Expert Group Meeting
UN(2009) as standard feature in governmental website. The search is exposed in three popular
ways. It can be in the form of search part in the website for product or services, browse by
category is another form which citizen by browsing in the website are able to find their product or
services, Most popular is also identified under the domain search, this part of website can be a
section which include most asked question with their answers or information about most overall
popular product or services of organization.
Domain help is also identified as standard feature. This feature made it possible that each
citizen get support by their navigation on governmental website. These features are in the form of
site help documentation, submit support requests, feedback and web accessibility. Each visitor of
website should able to identify one or more those forms of help. Site Documentation indicates
specific part of website that users can find the help instructions. Feedback indicates that the
website has part for feedbacks from users such as e-form. Web accessibility indicates that the
website is accessible for all kind of users such as people with disabilities.
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Table 14: standard features
Domain security
Domain search
Domain help
General information about the organization, Contact Us
Search for product or services, Browse by Category, Most Popular
Overall,
Site Documentation, Submit Support Requests, Feedback (E-form),
Web accessibility
Table 15: features definitions
Features
Description
Search option
It is conspicuous part of website that enables search characteristics in
the website. The measurable components are advance search option
and easy to observe on website.
It is an obvious part or page of websites that the subjects are
categorized and the user is able to browse the subjects. The
measurable components are consistency of items and completeness of
topics.
It is an obvious part in the website or in the frame that contains
address, telephone and email of the institute. The measurable
components are completeness and easy to observe.
It is a page of website which it contains most asked questions or
requests and answers about the institute. The measurable components
are easy to observe and clear structure with question and answers
about the organization popular issues.
It is an infrastructure or web tool that the different groups of users can
customize the web site based on their disability. For example web
readers. The measurable components are usable for at least one
category of invalided.
It is a part of website which contains information about the
organization history, mission en etc. The measurable components are
obvious on website and information about organization history.
It is documentation or guide lines in prominent part of website about
how to use the website. The measurable components are easy to
observe on website and clear in structure
Catalogue presentation (Browse
by category)
Contact us
Most popular overall
Web accessibility
Org information
Help function
7.2 Maturity Stages of e-Government
By introducing business goals and objective assessment model in figure 12, there is a need for
a reference model which determines the position of organization goals and objectives in the
possible maturity model. This is also one of important factors in the assessment method for eGovernment web-based business model. For this propose is used the stages of growth by Layne
and Lee (2001). There are many literature about this subject but none of them identify it as
maturity levels. Layne and Lee (2001) describe the dimensions and stages of e-Government
42
development or the stages of growth. The following figure shows this development stages.
Figure 12: dimensions and stage of e-Government development by Layne and Lee (2001)
According to Layne and Lee (2001) in stage one of catalogues the focus is on establishing an
on-line presence for the government. The comparison of this stage shows that it can classified to
Atomic Business Model of content provider which has the same characteristic.
In the stage two the focus are on connecting the internal government system to on-line
interfaces and allowing citizens to transact with government electronically. It judged by
characteristics of both, the following Atomic Business Models are used in the second stage direct
to customer, infrastructure service provider and collaboration.
In the stage three the focus is on vertical integration it means local systems are connected to
high governmental systems or governmental central centralized. The used Atomic Business
Models are value net integrators, full service provider and collaboration.
In the four stages the focus is on integration across different functions and services this can
be different states or different countries. The Atomic Business Models that are identified for this
stage re collaboration, full service provider and value net integrators.
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Table 16: the features definitions
Features
Description
Interactive functions
It is a feature which in a system relates a message to a number of
pervious messages. Interactive function involves two different
processes; user to system and provider to system. The measurable
components are not identified for this research.
It is an ability to transfer data from a remote system to local system.
The measurable components are standard formats, easy to find and
availability of divers materials.
It is multimedia application which can be used to display video. It
provides users assistance for better or easier understanding of
subjects. The measurable components are usage of divers media,
usage off standard play formats and usage of creative flash formats.
Downloadable forms
Real media or Flash
7.3 Workflow Features
Each organization has special services and products which they belongs to that particular
organization. This services and products are unique and related to the organization. The
assessment method of this research needs of identification of those services and products. The
best features for accommodation of those services and products through assessment method
process are exposed.
Workflow features are features which used as an important domain criterion for answering
the sub question 2b. The goals are to identify these features for better understanding of
organization process and clarified the critical success factors by analyzing the goal and target
streaming. The specific features which are used in organization for specific propose of product or
service deliverables. These features are constructed based on the organization product and
services. By evaluating the organization website, interviewing expert and analyzing the goals and
objectives of organization theses specific features are identified.
7.4 Atomic Business Features
This factor is used to identify, which features are essential for the Atomic Business Model.
By identifying these features can the improvement elements of governmental institutions be
identified compare to the commercial sector.
In this research goals of each feature goals are identified within the form of Atomic Business
Model characteristic. This means for approaching a specific characteristic of an Atomic Business
Model required specific features or tools. In addition to this if an Atomic Business Model is
identified in an organization, the specific features for this Atomic Business Model should be
identified or If a particular feature exists in the institutions website which belongs to an Atomic
Business Model the characteristic of Atomic Business Model or the related goals should be also
identified in the institution website.
The features are identified which are essential or supportive for business model of
organization in two different categories of essential feature and supportive features.
If an essential feature is missing from a website. It means the used Atomic Business Model in
the website identified based on the goals and objectives of organization insufficient. But if a
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supportive features is missing from website. It means the used Atomic Business Model in the
website can be improved by adding those missing feature.
In the below table are listed Atomic Business Model related features of ABM content
providers with used definition.
Table 17: the features definitions of ABM Content Provider
ABM Features
Description
News page
News page is an obvious page in the website within actual relevant
news or events. The measurable components are Actuality, Accuracy,
Relevancy and Readability.
In business context it is a feature which it creates the right to receive a
periodical for an agreed number of issues. The measurable components
are users segment, add value to users and periodical monitoring the
user‘s needs.
An obvious element of an electronic source of information of website
that branches users from one site to the next through links. More than
10 hyperlinks indicates greater symbol ‗>‘ and versus indicates smaller
symbol ‗<‘ by evaluation of feature in the case studies and more
measurable component is enough knowledge about organization
surrounding.
Example: <ahref="http://example.com/">Example</a>.
It is a list of website topics as a tool of web design which helps users to
see overview of website topics content. The measurable components
are to be obvious on website or easy to find, completeness and good
structure.
An RSS (Really Simple Syndication) feed is a data format used for
providing users with frequently updated content. The measurable
component is easy to observe on website.
An obvious element of an electronics source of information of website
that branches users from one language to the next language. The
measurable components are similarity to origin website and up to date
as origin website.
ACAP (Automated Content Access Protocol) is the new open standard
that enables website owners to express terms under which crawlers
(also known as robots or spiders) and others are allowed access to and
use of their website contents by Browning & Lowndes (2001). The
measurable components are an obvious feature on website and policies
about usage of website contents.
To advertise technically for example by providing web widget. Widget
is a portable chunk of code that can be installed and executed within
any separate HTML-based web page. The measurable components are
clear logo, brand name and suitable format.
It is a feature that in present or future users are able to have influence
an event or situation in the past. The measurable components are
executable, easy to find and user friendly.
Subscriptions
Hyperlinks
Menu Structure (Site map)
RSS feed
Multilingualism
ACAP
Advertising(Widget)
Feedback (E-form)
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8 The Overview of Case Studies and Results
There are three case studies used in the Netherlands for validation of this research by expert
interviews. All three case studies are from high level sector of government which they are
ministry sector and provincial sector. The case studies of Iraq Kurdistan are explained in one
section and in the general form.
8.1 Case Study: Ministry of Finance
The Ministry of Finance plays a key role in the financial policy of the government. The
Minister of Finance and the Secretary are supported by 1,800 people who work in the ministry
and over 30,000 employees of the Tax.
From the 1,800 people who work at the ministry, over 1,400 people working on the so-called
"core department 'in The Hague. The remaining 400 employees work in parts of the Finance
Ministry which are located outside The Hague. They are found in the salary or office in Zwolle in
the regional directorates of domains.
The main mission of Ministry of Finance is to guard the treasury and aim for a financially
sound and prosperous state of the Netherlands. The ministry develops just and solid fiscal
legislation collects taxes, monitor responsible and efficient expenditure of government funds and
safeguard budgetary rules, etc.
Case Results
The results of Ministry of Finance are presents in two parts of interview results and
recommendation report of results.
The interview result contains relevant hypotheses with their factors and measurable
components from table 18.
The recommendation report contains the theoretical knowledge of business sector connected
to results with the analyses of features on the institute‘s website and interviews results.
a) Results Ministry of Finance
This section is constructed based on the relevant hypothesis with isolated factors and
measurable components for level of strategic perspectives analyses.
The hypothesis H2 is ―Identification of Atomic Business Models in the e-Government
websites leads to improvement of strategic domain of governmental institutions‖. The hypothesis
exhibits that it belongs to the strategic perspective level of research. The main isolated factors
which are also refers to this part are Focus, Main activities, Source value, Target segment and
Maturity stages. The measurable components are defined in the table 18 for each factor.
The factor focus is exposed in the Ministry of Finance as a stable finance situation for
government. There are many activities and sub activities for approaching this goal. From the
concept stable finance situation is concluded that the core competence of Ministry of Finance is
knowledge about finance of government. The knowledge about the finance of government
supports business objectives, which here the accurate finance knowledge creates a stable finance
situation for government. The main business objective is identifying accurate and traceable
knowledge about finance situation of government.
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The website of Ministry of Finance creates and primary communication channel between
institute and allies or citizens. This is been done by following activities managing actuality news,
creating relevant news items and creating traceable news. The core focus of Ministry of Finance
is accurate and specific information about the finance of the government.
The source value which is identified in the Ministry of Finance website is concluded from
previous factors that the knowledge about finance of government is the core competence of
institute.
The target groups are classified in form of the website general users and professional users of
website. For this purpose there are two kind websites. One is theme website for general users and
cooperate website for professional users. By using the feature of subscription ministry is able to
classify the target groups in affective way. Each target group has their own website with the
relevant content.
Maturity stage of Ministry of Finance is identified in first stage of information catalogues
according dimensions and stage of e-Government development of Layne and Lee (2001). This
means activities are online presence and providing downloadable forms or information. The
second stage of maturity is creating an interactive situation with the target group. There are no
indicators which show this level of the maturity stage is applied to the Ministry of Finance.
The research hypothesis H3 is created as follow “clarifying supportive features and missing
features for institution leads to improvement of e-Governmentt”. This hypothesis is made for the
purpose of clarification of the implementation perspective of research, but during the interview
exposes some elements. These elements are described from the main factors view point. The
relevant factors are standard features, ABM features, Maturity features and workflow features.
In the case Ministry of Finance are identified all ABM features, the feature advertising for
example Widget are only missing features on website. This means the users are not able to create
a search Widget on their own website. The features of News page, Menu Structure and RSS feeds
are identified as well displayed features on the website.
The standard features are not been indicated during interviews with experts. But they are
identified from the website observation and evaluation. In the case Ministry of Finance the
missing standard feature is the Web accessibility. This means the website those not have any
features for users with disability. The Features which exhibited well are Catalogue presentation,
Search option and Organization Information.
The Maturity features for this level of maturity are all identified in the website. The feature
Real media or Flash are used. The Feature Downloadable forms are identified as mature with
well display of downloadable information.
The next hypothesis which is used for identification of critical success factors is hypothesis
H4 ―the critical success factors of ABM can be identified, by conducting the assessment method
of e-Government‖.
By applying the assessment method the critical success factors are recognized from practical
situation. The measureable components which are identified in the case Ministry of Finance in
ABM content provider are: ―providing reliability, timely content in the right format, satisfying
ethical standards and network of allies through which content is disseminated‖. These
components are identified from interviews with the experts of the Ministry of Finance. The
providing reliability and timely content in the right format are identified in the website as fraction
of workflow feature. The right price is not relevant in the governmental context. The brand name
is partly identified in the website and interviews but there is space for improvement which is
evaluated in the section of recommendation. The network of allies is also identified during the
47
interviews but they are no clear evidence of features which support this component. The
satisfying ethical standards are identified as sufficient.
b) Recommendation report
In this section of research the results in the above section are attached to the theoretical study
of research. The recommendation report is based on the constructions of the hypothesis H2, H3,
H4. These recommendations are connected to the Atomic Business Models and the known
knowledge of commercial sector.
The recommendation based on the hypothesis H2 which is refers to strategic perspective. All
measurable components from table 18 of Row H2 are identified during the experts‘ interviews.
The Atomic Business Model content provider is a business model which used in the website
of Ministry of Finance. This conclusion is exposed from all main activities and sub activities for
approaching their goals.
The Ministry of Finance can use more Atomic Business Models for their website. This will
create more channels for users and gives more transparency to the citizens and ministry‘s allies.
By using more Atomic Business Model more features should be used in the website. The most
proper Atomic Business Model for Ministry of Finance is the Value net integration. This is
concluded based on the known knowledge about Atomic Business Models and the core business
of Ministry of Finance. The features which are used in this Atomic Business Model are alerting
feature, integrated forms and blog posts.
The mobile services are identified as opportunities which the Ministry of Finance can develop
a strategy with special website for this purpose. This part is also identified as a future research
which each organization have to apply in their situational platform.
The Workflow feature is evaluated in the case of Ministry of Finance by identifying
important content related concepts. Those content related concepts are accuracy, reliability,
traceability and understandability of website content. During the interviews and website
evaluation is exposed all those concepts. The result is that ministry is aware of these concepts.
There are processes and procedures for testing of important concepts of workflow features (for
example, the accuracy of information content). There are review processes.
The recommendations based on the hypothesis H3. Three main factors in this section are
standard features, ABM features and Maturity features. During the web observation, it is clarified
that the standard feature of the Web accessibility is missing. The Ministry of Finance can create a
feature in the website for making the website accessible for handicap users.
The ABM features are identified during the website observation and the evaluation. The
results are by comparison of identified ABM features from theoretical study of research to
practical observation of features in the website that all features are existing in the website except
the Advertising feature. The main features for this section are Subscription option, Search option,
News page, Hyperlinks to related sites and clear Menu structure. The recommendation is here to
develop better with more relevant hyperlinks of related sites. This all will guide citizens during
the browsing in the website. The institute website here has benefit that citizen will return more to
the site. The feedback feature can be developed directly from the Ministry of Finance website not
via Website postbus51. Subscription option can be used for more situations based processes.
The recommendations based on Hypothesis H4: critical success factors identified of ABM
Content Provider are described in this paragraph. Providing reliability is a critical success factor
which ministry can support this by clear and constant structure. There are restricted lines for
website format which are dictated form central government (huisstijl). Each ministry has to
48
follow those rules. Therefore the improvement criterions are less or limited about the format of
website. The timely content in the right format can be improved by reengineering the process of
content providing. The reengineering is by introducing standard or templates for content that are
produced by content providers in the organization.
The Ministry of Finance in the Netherland usually uses government as brand name but this is
apposed main governmental structure of the Netherland. The Netherlands government structure is
decentralized. This means government is developing a strategy which each governmental
institution has own identity. The brand name of each institution is most known entry of
institution. Because of this the Ministry of Finance should for long period develop a strategy for
marketing of their brand name. The new methods of marketing which most suitable are new
social media such as white papers, tweets, blog posts, mobile content, video and etc.
The last recommendation based on the critical success factor of Atomic Business Model
content provider is network of allies. In the Ministry of Finance they had already classified their
network of allies. The improvement here can be done by determining channel of dissemination of
information or by creating features for alerting of allies.
8.2 Case Study: Ministry of General Aff airs
This case study is about the Ministry of General Affairs. It includes the Prime Minister‘s
Office the Netherlands Government Information Service and the Office of the Netherlands
Scientific Council for Government Policy. For purpose of providing information to citizens is
there one general website and for answering questions of citizens about the government policies
is there other website (Postbus51). Ministry of General Affairs creates a separate section of PO
Box 51(Postbus 51) which it provides information desk for citizens with questions to the
government policies. The Information Service desk is also responsible of campaign
advertisements on radio and television and it is responsive to Media. The information is provided
to the public via internet, phone and e-mail. PO Box 51 public answered mainly the questions
posed to the different ministries. Previously it did the ministries themselves, but because the aim
is more accessible to the public and more accessible, PO Box 51 has taken the responsibility of
information to the public regarding to all ministries. The information, which is accessible through
various channels, is now a familiar place to find.
Case Results
c) Results Ministry of General Affairs
The results of Ministry of General Affairs are described in the same order as previous case.
This ministry has two websites. First is a general website which provides general content about
the ministry and second by separate website to the ministry leads the communication lines of
other ministries (postbus51).
The hypothesis H2 factors and measurement components are applied on practical platform of
Ministry of General Affair in websites Postbus 51 and general website.
The main activities of Postbus 51website are request for governmental publications,
responding to the citizen‘s questions about the government by using the contact form in the
website and call center. The purpose of website is to create one communication line for
ministries. Moreover these ministries have their own website with separate departments which
are responsible for website. The website Postbus51 provides information to citizens and
49
answering question by mail or phone. The future plans are to integrate the website of Postbu51 to
the rijksoverheid website. This website should contribute to the Postbos51 public information
process.
The focus of general website of the Ministry of General Affairs is providing information
about governmental rule to citizens by referring proper route maps to the institutions. The
Postbus51 focuses on structuring communication line between citizens and the ministry sector.
The source value of website is mainly providing information about the government rules to the
public. This clarified that information about the governmental rules are core competence of the
ministry.
The target groups are classified by primarily users and secondary users. Primary users are
each citizen who is older than thirteen years old. The secondary users are broad public. The
specific characteristic and classifications of users are unknown. The target groups are visiting the
website because they want more information or they have specific requests. The aim is to make
website accessible for every citizens and providing free information about the policy of
government.
The results based on the hypothesis H3 are presented with the same sequence as pervious
hypotheses in the case Ministry of General Affairs.
This hypothesis is more related to the implementation perspective level of the research.
Therefore the results are indicates abstractly. First some of the ABM features are identified from
ministry website of Postbus51. The missing features RSS feeds, Multilingualism and ACAP.
Second the maturity is identified in the website of the Ministry of General Affairs as first stage
the online presence, catalogues presentation, downloadable forms and real media or flash. The
website of Postbus51 misses real media and flash features based on comparison to maturity
features.
The standard features are all applied on the website. The web accessibility feature is applied
but it does not properly deploy. The workflow features which are applied on the website are;
governmental policy information is available, to order the catalogues, by asking questions via
contact form in the website, advance search option and theme structure.
d) Recommendation report
In the first part there is evaluation and recommendation about general website of Ministry of
General Affair. In second part there is evaluation and recommendation about the website
Postbus51.
The focus of website is providing information to citizen. From this factor can be concluded
that the Atomic Business Model Content Provider is used in the website. The purpose of website
and the main goals are providing specific information about the governmental rules or policies to
the citizen. Also they want to create a channel which makes the organization transparent to
outside.
The factors source value, target segment and maturity stages are evaluated as whole in the
paragraph. The core competence of this ministry is identified as knowledge about the
governmental rules and policies. The target groups and specific information about the target is
unknown, but there are channels which the citizen can subscript for specific information (RSSlinks and RSS-feeds). There is sustain and stabile environment for an online presence. The
information is dismissed in the form of catalogues.
The recommendation about those two paragraphs above which are related to the hypotheses
H2 in the research are: Ministry is using one Atomic Business Model of Content Provider as
50
business model of their website. To extend this the ministry can use other Atomic Business
Models which it gives citizens more channels of obtaining information and it creates more
transparency. The ministry can use Atomic Business Model of Infrastructure Service Provider to
integrate in the website Postbus51. The ministry can use the Value Net Integration Atomic
Business mode for extending the general website of Ministry of General Affairs.
The maturity stage is identified as first stage which there is online presence, information in
catalogues and downloadable forms. The next step is recommended for realization the stage twee
of maturity is creating interactivity functions between citizens and institute.
The website can be develop from citizen or users view point. The users of the website have to
be in center of development. The users should be classified better and customized. The user by
visiting the website should recognize his or her option of classification than starting to browse on
the website from their made procedure route.
The factors which are related to implementation perspective (hypothesis H3) of research are
standard features, Maturity feature and ABM features. The missing ABM features related in the
general website of Ministry of General Affaires are Advertising (Widget) and Feedback (E-form).
These two features can simply add to the website. In the website of Postbus 51 following features
are missing RSS feeds, Multilingualism and ACAP. These features can also add to the website.
The Maturity related features are implemented in the general website. But the website of
Postbus 51 can add the feature of Real media or Flash.
The recommendation regarding to the Standard features are implementing Web Accessibility
to both website of Ministry of General Affairs. The website of Postbus 51 is already using this
feature but it is not properly implemented.
The next factor with their specific components which is used during research is the webbusiness critical success factors related to the ABM. This section is related to the hypothesis H4
in the research. The provided information during the interview was not enough to give a proper
judgment. Therefore there are no recommendations about this critical success factors.
8.3 Case study: Province of Noord-Holland
North-Holland is the province situated in the north-western part of the Netherlands. With
more than 2.5 million people sharing an area of 2,670 km2, North-Holland is the country‘s
second most densely populated province. The region offers a highly diverse landscape, from
dunes and forests to villages and cities. It is also rich in water resources, with well over 20% of
its surface consisting of water.
North-Holland is home to Schiphol, the 5th largest airport in Europe and the 12th largest in
the world. Together with the North Sea Canal area, Schiphol forms the nerve centre of the
province‘s economy. The whole of the Netherlands benefits from the economic axis in the south
of the province. Many activities in the Randstad conurbation are closely linked to the logistic,
industrial and location function of Schiphol and the North Sea Canal area.
Case Results
The results are presented in the same construction as previous cases. First there is a strategic
perspective analysis with their hypothesis H2. In the second part there is implementation
perspective analysis with their hypothesis H3. The results are evaluated based on the isolated
factors with their measurable components.
51
First part is applied based on the Hypothesis H2. The main goal of the Province website is
providing regional information to the citizens or companies. The focus is here regional
information. The main activities are creating the needs of target group, affective dismissing of
information, managing actuality news about the province, providing information support business
objective for local companies, granting subsidies and licenses to citizens, giving transparencies of
specific information to the specific target group and periodical analysis of target groups.
The source value of website of Province Noord-Holland is information about policies and
projects within the local environment. The target group or users are citizens and companies. They
visit website because of information about the local activities such as road work, cultural
activities, and nature recreations. The companies are visiting the website for purpose of appalling
licenses and etc. The information is provided by the Province Noord-Holland in the form of
interactive map which the users can browse trough. The decisions about the regional issues are
published from website which is important for users to be informed because of providing
transparencies.
Second part is applied based on the Hypothesis H3. The ABM features which are missing in
the implementation perspective of research are ACAP and advertising (Widget). The maturity
features of first stage are applied in the website. The standard features are all vast sufficient.
Third part is applied based on the Hypothesis H4. This part is related to the recommendation
based on the critical success factors of used Atomic Business Model. The attention point
regarding the Province Noord-Holland are brand names, timely content, establishing a network of
allies through which content is disseminated. For this case the recommendation report is
eliminated.
8.4 Case Study: Kurdistan of Iraq
The Kurdistan Region is an autonomous region in federal Iraq. It borders Syria to the west,
Iran to the east and Turkey to the north, where fertile plains meet the Zagros Mountains and is
traversed by the Tigris, Big Zab, and Little Zab rivers (http://www.krg.org). The population of
Kurdistan is currently around 4 million. The three governorates of Duhok, Erbil and Suleimaniah
cover approximately 40,000 square kilometers, four times the area of Lebanon and larger than the
Netherlands. The Kurdistan Regional Government (KRG) administers all Ministries in the region
since 1991. The capital and seat of the Kurdistan Regional Government is Erbil, a city known
locally as Hawler. The Citadel in Erbil is to be the longest continually inhabited place in the
world. The Kurdistan Regional Government exercises executive power according to the
Kurdistan Region‘s laws as enacted by the democratically elected Kurdistan National Assembly.
The current coalition government consists of several political parties that reflect the diversity of
the Region‘s people, who are Chaldeans, Assyrians, Turkmen, Yazidis and Kurds living together
in harmony and tolerance. The Kurdish language is distinct and is in the family of Iranian
languages, such as Persian and Pashto. There are two main dialects, Sorani and Kurmanji. The
Kurdistan Region has seven universities, including the English Language University of
Kurdistan-Hawler in Erbil which opened in September 2006, and the American University of Iraq
in Suleimaniah which started its first program in autumn 2007.
The Regional government is a centralized government. It is constructed mainly from nine
ministries. All miniseries are operating in a restrict area of the parliament. The department of
information technology managed all IT facilities of ministries in the region. Each ministry has
their own website which it is administrated by IT department.
52
In this research following ministries are selected as cases the Ministry of Agriculture,
Ministry of Sport and Youth launching Youth Roadmap, Ministry of Higher Education &
Scientific Research, Ministry of Water Resources and Ministry of Martyrs & Anfal Affairs.
Case Results
The case of Kurdistan region in many ways is different than the cases in the Netherlands. In
the Kurdistan region all website of ministries are administrated from central department of IT
section of ministry. In this research is chosen for following ministry websites to be evaluated
according the procedure of this research (C1K= Ministry of Agriculture in Kurdistan, C4K=
Ministry of Water Resources-KRG, C2K= Ministry of Sports and Youth launching Youth
Roadmap, C3K= Ministry of Higher Education & Scientific Research, C5K= Ministry of Martyrs
& Anfal Affairs). The features on the website of those ministries are evaluated in the chapter 9 in
the table 19.
Ministry of Agriculture is missing the ABM features of subscription, menu structure, RSS
feeds, ACAP and advertising (Widget). The feature of downloadable forms is missing regarding
the maturity factor for first stage of maturity. Regarding the standard features the missing features
are search option, most popular overall, web accessibility and standard help function. The feature
of contact us is not applied obvious.
Ministry of Sports and Youth launching Youth Roadmap is missing the ABM features of
subscription option, menu structure or site map, RSS feeds, ACAP and advertising (Widget). The
maturity feature of real media or flash is also missing. Regarding standard features missing
features are catalogue presentation, most popular overall, and help function. The feature of search
option is not properly applied.
Ministry of Higher Education & Scientific Research is missing the ABM features of
hyperlinks, menu structure, RSS feeds, ACAP, advertising and feedback (E-form). The both
maturity features of downloadable forms and real media or flash are missing. The standard
features of most popular overall, web accessibility and help function are missing. The feature of
search option is also not properly applied.
Ministry of Water Resource-KRG is missing the ABM features of subscription option, menu
structure, RSS feeds, ACAP, advertising and feedback (E-form). The maturity feature of
downloadable forms is applied improperly. The missing features of the standard features are
catalogues presentation, most popular overall, web accessibility and help function. The feature of
search option is also applied improperly.
Ministry of Martyrs & Anfal Affairs is missing the ABM features of subscription option,
menu structure, RSS feeds, ACAP, advertising and feedback. The maturity feature of
downloadable forms is applied improperly. The missing standard features are catalogues
presentation, search option, most popular overall, web accessibility and help function.
The results of evaluation as it expected before during the research show that the improvement
opportunities are plenty. This recommendation of missing features or improvement are regarding
the implementation perspective of research. For identifying the improvement factors regarding
the strategic perspective is needed more details information about each case of research. In this
research the strategic perspective is eliminated for the cases of Kurdistan region.
53
9 Results
Results in this research are collected based on two methods of qualitative interviews and
website observations or evaluations. The results are constructed in four main sections Research
Structure Validation, Feature Website Evaluation, Hypotheses Validation, and Assessment Model
Validation. The website observation and evaluation consists of three main validation techniques
(Comparison Features analytic technique, Pattern Matching Analytic, Logic Models analytic).
The table 18 is used in each seven main section which it contains of hypotheses with their
factors and measurement components.
Table 18: research factors, measurement and reliability assessment
Hypothesis
number
H1
H2
Research construct
Measure component
Aggregation of total factors
Pragmatics sequence of concepts and relationships.
Focus, Main activities
Source value, Target segment and
Workflow features
H3
H4
Purpose, Goals, Managing actuality news, Relevant,
Accurate, Information support business objectives,
Stabile environment, Flexible and Customized
information presentation.
Core competence, Target classification, Tasks, Quick
responsiveness.
Standard features and Maturity
stages
Help function, Advance search option, Information
Catalogues, Downloadable forms, Real media or flash,
Contact us, Most popular overall, Web accessibility,
organization information.
ABM features
Menu structure or site map, News page, Hyperlinks,
Subscription option, RSS feeds, Advertising (Widget),
Multilingualism, ACAP and Feedback (E-form).
Web-business critical success
factors
Reliability, Timely content, Right format, Brand name,
Establish a network of allies through which content is
disseminated, Satisfying ethical standards.
9.1 Research Structure Validation
In first part of research design and development is answered to the problem statement and
main research questions. The answer for main problem statement is presented in the form of a
research model (figure 5) which is redesigned in the chapter 9.4 (figure 16). The assessment
model is divided in three concepts (Goals and Objectives, Atomic Business Model and Features)
54
and three relationships (Determine, Determined and Current Situation). The hypotheses are
determined from these parts of model. In the research construction the hypothesis H1 indicates to
the model and aggregation of total factors. Logic models analytic technique is used for validation
of the assessment model validation (chapter 9.4). Logic Models Technique is an analytic
technique, which use of logic models consists of matching empirically observed events to
theoretically predicted event. Wholey (1979) was at the forefront in developing logic models as
an analytic technique. In the assessment model are developed features via current situation from
goals and objectives which it whole is theoretical predicted event.
The hypothesis H2 describes the strategically perspective of research. It shows the
relationship between the Goals, objectives and the Atomic Business Models. The research is
constructed with factors which are relevant for identification of Atomic Business Model and
critical success factors. The questionnaires for interviewees are made based on hypotheses level
(Strategic perspective) with their isolated factors.
The hypothesis H3 describes the implementation perspective of research. It explores the
relationship between Atomic Business Model and related features. For this purpose there are
isolated factors which are constructed to identifying the related features in the practical situation.
The Hypothesis H4 is a statement which reveals the critical success factors based on the used
Atomic Business Model. This means in literature study critical success factors are identified for
each Atomic Business Model. The critical success factors are applied to institutions. The table 18
in chapter 9 shows all those hypotheses and measureable components.
The Pattern Matching Analytic Technique is used to validate h2, h3 and h4 in section
hypotheses validation (Chapter 9.3). Such a pattern-matching logic by Trochim (1989) compares
an empirically based pattern with a predicted one. In this thesis the case studies are explanatory.
The patterns are dependent variables which the key words of each hypothesis are dependent
variables. The key words are predicted theoretically patterns of the hypotheses.
The technique Comparison of features is used for validation of features website evaluation.
This technique is used by van de Weerd and Brinkkemper (2007) for method comparison. In the
chapter 9.2 there are explanations details about this comparison.
9.2 Feature Website Evaluation
This section is related to the implementation perspective of research which the Comparison
Features analytic technique is used. The important factors in the implementation perspective are
ABM features, Standard features and Maturity stage features. The features are identified from
theoretical study of business sectors based on their isolated factors. The features are defined in
the assessment method, the tabulation of the analyzed method, leading to a so called super list
ABM data (table 13). For the features table the procedure is as follows: in case a field in the
comparison table is left blank it means that the feature on that institute website is not present.
When a field is not blank, these are the notations that describe the comparative relationship
between features: 1) An ‘=‘symbol indicates that a similar feature to the one in the ABM Content
Providers, Maturity factors and standard features are available. 2) The ‗<‘ and ‗>‘ symbols
indicate whether the feature activity in the assessment method comprises more than the feature
activity in the concerning assessment method or less than feature activity in the concerning
assessment method, respectively. For example symbol ‗>=‘ in the ABM feature news page of
C1N means the news page is obvious, actual and well designed in the website. The symbol ‗=‘ in
C3N means there is a news page but the news page can be better designed and there is
55
improvement spaces. The symbol ‗=<‘in the C3N web accessibility means the feature is existed
but it is not working properly.
C1N= Ministry of Finance in the Netherlands
C2N= Ministry of General Affair
C3N= Ministry of General Affair (Postbus51)
C4N= Province of Noord-Holland
C5N= Ministry of the Interior and Kingdom Relations
Table 19: analysis of ABM Content Provider in the Netherlands
Factors
Features
C1N C2N C3N C4N C5N
ABM
News page
>=
>=
=
>=
>=
Subscription option
=
=
=
=
>=
Hyperlinks
=
=
=<
=
=
Menu Structure (Site
map)
RSS feeds
>=
>=
>=
=
=
>=
>=
>=
>=
Multilingualism
=
=
=
=
ACAP
=
=
=
=
>=
=
=
=
=
=
Advertising(Widget)
Maturity
Standard
>=
Feedback (E-form)
=
Downloadable forms
>=
=
Real media or Flash
=
=
Catalogue
presentation (Browse
by category)
Contact us
>=
=
=
=
>=
>=
>=
>=
>=
=
Search option
>=
>=
=
=
>=
=
=
=
>=
=<
=
Web accessibility
Org information
>=
>=
>=
=
=
Help function
>=
>=
>=
>=
=
C1K= Ministry of Agriculture in Kurdistan
C2K= Ministry of Sports and Youth launching Youth Roadmap
C3K= Ministry of Higher Education & Scientific Research
56
C4K= Ministry of Water Resources-KRG
C5K= Ministry of Martyrs & Anfal Affairs
Table 20: analysis of ABM Content Provider in Kurdistan Region
Factors
Features
C1K C2K C3K C4K C5K
ABM
News page
=
=
Subscription option
Hyperlinks
=
=
=
=<
=
=
=<
=<
=
=
=
=
=
=<
Menu Structure (Site
map)
RSS feeds
Multilingualism
=
=
=
=
=
=
=
=
ACAP
Advertising(Widget)
Feedback (E-form)
Maturity
Standard
Downloadable forms
=
Real media or Flash
=
Catalogue
presentation (Browse
by category)
Contact us
=
=<
Search option
=
=
=
=
=<
=<
=<
=
=
Web accessibility
Org information
=
=
=
=
Help function
The figure 13 displays uses of ABM features in the ministry websites of the Netherlands and
Kurdistan region. This figure shows that the differences are significant in almost all of the ABM
features. For example the feature Sitemap is used generally in the Netherlands websites which is
an useful feature for users to monitor whole website and identifying their own roadmap, it is
minor used in Kurdistan websites.
57
Newspage
100
90
80
70
60
50
40
30
20
10
0
Hyperlinks
Sitemap
RSS
Multilingualism
E-form
Subscription
ACAP
Netherlands
Kurdistan
Widget
Figure 13: ABM features
The figure 14 displays Maturity features. In the first stage of maturity there are two main
features. For example downloadable forms are a feature that is discovered in e-Government of the
Netherlands extensively but it is not used in many website of Kurdistan regions. The other feature
is use of real media or flash which in both of countries can be used more in several proposes.
This figure exposes only features which are related to first stage of maturity of e-Government.
100
90
80
70
60
50
40
30
20
10
0
Downloadable
forms
Real media or
Flash
Netherlands
Kurdistan
Figure 14: maturity features
The figure 15 displays the Standard features. The standard features are applied by untied
nation as standard for e-Government which the governments of the whole world have to use those
features. The figure shows that in the Netherlands all of the features are used in the governmental
websites but in Kurdistan region many website has deficient of several standard features. In the
Netherlands the improvement just can be added by making the websites more user friendly which
the Usability technique is most familiar technique in this dimension. The improvement elements
or metrics element the Usability techniques are visibility, user control, consistency support and
etc.
58
100
90
80
70
60
50
40
30
20
10
0
Catalogue
Contact us
Search
Webaccessibility
Org info
Help
Most popullar
Netherlands
Kurdistan
Figure 15: standard features
The results of all cases show that the hypotheses of each level are proper. In the strategic
perspective they support the choices of Atomic Business Models for institute website. In the
implementation level they identified the features based on the used Atomic Business Model. In
addition to this the maturity factor and standard factor identified the missing features of website.
9.3 Hypotheses Val idation
In this part the Pattern matching analytic techniques is used. The table 22 shows the results of
hypotheses analysis. There are number of key words for each hypothesis in each case. The key
words which are identified during the interview and analyses indicate that the hypotheses are true
or false. The six up on ten key words number indicates true statement and the zero up on four key
words number indicates false statement. The five key words number indicates that the hypothesis
can be true or false but the case those not revealed that.
Table 21: key words for measuring of each hypothesis
H2
Purpose
Accurate
Business
Core Competence
Task
Responsiveness
Linking
Content
Information
Provider
H3
News
Search
Link
Subscription
Video
Sitemap
Catalogues
Downloads
Help
Contact
H4
Reliable
Time
Network
Format
Marketing
Complete
Brand name
Accurate
Information
Relevant
59
Table 22: hypotheses ranging
Hypotheses
H2
H3
H4
C1N
7
4
7
C2N
6
5
6
C3N
6
6
6
C4N
7
4
7
C5N
7
4
7
C6K
8
9
6
C7K
8
8
7
C8K
7
9
8
C9K
8
8
6
C10K
7
9
6
9.4 Assessment Model Validation
The hypothesis H1 is identified during the analyses and interviews of strategic perspective by
identifying the process of development of website. As results of these analyses, the research
model is redesigned in figure 16. The technique of Logic Models is used for validation of
assessment model. The results from Logic Models technique exposes that the process of feature
development in the current situation relationship those not start from goals and objectives of
organization, but they are started from best practices. The best practices are identified in the
similar sector. In the research the best practices are developed through analyses of other institutes
of Ministries in the same sector.
Figure 16: assessment model redesign
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10 Conclusion
The conclusion is constructed based on four sections: the results of the general features‘ goals
and objectives, the research‘s main finding, the highlights and future research. The first section
elaborates the feature goals and objectives versus the usage of the features in the case studies.
The second section exposes the main findings supported by the main research questions and their
answers. The third section discusses highlights. The last section explains future research.
10.1 General Features Goals and Objectives Results
The goals and objectives of the features in three dimensions are elaborated versus the
pragmatic uses of the features in the case studies in general. The three dimensions are ABM
features, Maturity features and Standard features. The ABM features are the features of the ABM
Content Provider.
News page: This is a feature that is intended to report recent events and present them in a
page format to users. This is also the main goal and objective of the news page in the
context of the ABM Content Provider. The important components are Actuality,
Accuracy, Relevancy, and Readability. This feature is used properly in ministerial
websites (90% in the Netherlands and 50% in Kurdistan). However, the important
components need to be maintained periodically.
Subscriptions: This is a feature that, within business context is intended to create the right
to receive a periodical for a sum paid, usually for an agreed number of issues. However,
the aim within context of the ABM Content Provider is an arrangement for presenting a
series of content to a specific user segment. The important components are the user
segment, added value to users and periodical monitoring of the users needs. This feature
is used properly in many ministerial websites (60% in the Netherlands and 10% in
Kurdistan). The important point is the component periodical monitoring of the users
needs, which it is a forgotten issue in the cases.
Hyperlinks: Technically, this means to follow a hypertext link to an electronic document
or file. In the context of the ABM Content Provider, the aim is to support users for
finding more relevant content or context. The important components for hyperlinks are
knowledge about the organization surrounding environment and user segments. This
feature is used properly but is insufficient in many ministerial cases within context of
both important components (45% in the Netherlands and 30% in Kurdistan).
Menu structure (Sitemap): This feature provides an overview of the websites main
elements. The main goal of the menu structure in the context of the ABM Content
Provider is to provide a quick look at the websites main elements for users, which
supports them to quickly find the relevant elements. The important components are
completeness and a quick obvious structure. This feature is used properly in the cases in
the Netherlands (80%) but not used in the cases in Kurdistan (10%).
RSS feeds: This is most commonly expanded as Really Simple Syndication. It is a family
of web feed formats used to publish frequently updated works such as news headlines.
The aim in the context of the ABM Content Provider is to make it easy for users to
approach a published update of the content. The important component is to be obvious
on the website so the users can find the updated content on their first look at the
website. This feature is used properly in the Netherlands (80%) but less used in the
Kurdistan cases (10%).
61
Multilingualism: The goal and objective of this feature are accessibility expansion. This
feature makes the website accessible and easily understandable for nonnative users. The
important components are creating a similar content website and updating it as the
original website. This feature is used properly, but the important components are not
maintained sufficiently (40% in the Netherlands and 50% in Kurdistan).
 ACAP: The goal of this feature is to protect the contents of the website from misuse.
This feature makes it difficult for users to use the contents of the website for unwanted
purposes. This makes the content provider more in control of the contents. The
important components are identifying the obvious features and policies about usage of
the content. This feature is used insufficiently in all of the ministerial websites (20% in
the Netherlands and 0% in Kurdistan).
Advertising (Widget): The goal of this feature is to expand the accessibility of the
website. This feature provides easy technical expert knowledge to users. The important
components are clear logo, brand name and suitable format. This feature is almost
unused in the ministerial websites (20% in the Netherlands and 0% in Kurdistan).
Feedback (E-form): The goal of this feature in the context of the ABM Content Provider
is capturing knowledge from users about published content. This makes the content
more relevant for users. The important components are user friendly, easy to find and
executable. This feature is used in many websites in the Netherlands (50%). but in
Kurdistan the feature is insufficiently used (20%).
In this research, two features are identified as first-stage maturity features: Downloadable
forms and real media or Flash.
Downloadable forms: The goal of this feature is making available content or other
products and services for users to be used offline without any restrictions. The
important components are ease in finding on the website, availability of diverse
materials and usage of standard formats. This feature is used in the case studies, but the
availability of diverse materials is limited to content (60% in the Netherlands and 30%
in Kurdistan).
Real media or Flash: The goal of this feature is making the media available and providing
assistance for better or easier understanding of the subject. The important components
are usage of diverse media, usage of standard play formats and usage of creative Flash
formats. This feature is used on a small scale on websites (40% in the Netherlands and
30% in Kurdistan).
The last research dimension is about standard features. These features are identified by the
United Nations IT group as standard features of e-Government.
Catalogue presentation (Browse by category): The goal of this feature is to make search
items easy to find by following a logic construction. The important components are
consistency of items and completeness of topics. This feature is used sufficiently in the
Netherlands cases (70%) and on a small scale in Kurdistan (20%).
Contact us: This feature provides easy connectivity, localization and a security
checkpoint for users. The important components are easy to find on the website with the
address, telephone and e-mail address content. This feature is used in the Netherlands
(90%) and Kurdistan (45%).
Search option: This feature supports users to find information easily and fast. The goal is
also in the context of the ABM Content Provider to discover information easily and
62
fast. The important components are an advance search option and ease in finding
information on the website. This feature is used sufficiently in the Netherlands (80%)
according to the important components of this research. In the Kurdistan region, the use
is the basic form or the option is not used (15%).
Most popular overall: The goal of this feature is to highlight the most important relevant
issues. The important components are a clear structure with questions and answers and
ease in observing. This feature is used insufficiently in the Netherlands (50%)
according to the research components. In the Kurdistan region case studies, this feature
is not used (0%).
Web accessibility: The goal of this feature is to make the website accessible for disabled
users. The important component is usable for at least one category of the disabled. This
feature is almost never used in ministerial websites (15% in the Netherlands and 10% in
the Kurdistan region).
Organization information: The goal is to gain more information about the organization‘s
history. The important components are organization history and obviousness on the
website. This feature is used almost sufficiently in all case studies (80% in the
Netherlands and 50% in Kurdistan).
Help function: The goal of this feature to support users by finding extra information and
to guide users through the website. The important components are clear structure and
ease in observing on the website. This feature is used sufficiently in the Netherlands
(90%) and unused in the Kurdistan region cases.
The features‘ goals and objectives are elaborated based on the users‘ perspective. In addition
to the measurement components, important components are chosen regarding to the usability
perspectives. In general, the differences between the two features of the ministerial sector of the
Netherlands and Kurdistan are huge. This is explained, for example, in the United Nations‘ 2008
report that concluded that the differences in readiness in terms of e-Government are huge
between the two countries.
10.2 Main Findings
The Atomic Business Model analysis method is used for identifying the strengths and
weaknesses of e-Governments. Strengths and weaknesses are exposed in the form of features and
critical success factors.
The main research question is ―how can the web-based business model of e-Government
institutions be improved by using the Atomic Business Model analysis method.‖ Regarding
answering of this question, there is an assessment model. The assessment model shows a road
map for the analysis. The conclusion is that the assessment model is redesigned, and the concept
of best practices is added to the model. This means that the development of the business model
for the website is based on best practices. Hypothesis H1 ―the goals and objectives are the main
source of the developed features on the institute website, (the flow of the current situation in the
assessment model figure 5)‖ is created for this purpose; the results in chapter 9 figure 16 exposes
that the hypothesis is inappropriate. The ministerial websites are developed currently based on
the best practices. The best practices are oriented from regional government organizations. In
other perspectives, the results from this part confirm the necessity of this thesis.
The role of Atomic Business Models in the website is similar to the pieces in a chess game.
The institution should use the chess pieces or Atomic Business Models wisely during the life
cycle of the institution. In other words, institutions, by using an Atomic Business Model, are
63
using a specific characteristic with their features that are used for approaching that characteristic.
The research question and hypothesis used in this context are ―to which extent can the Atomic
Business Models used in the business sector be applied in the government sector based on the
business model identified in the literature?,‖ and hypothesis H2 is ―identification of Atomic
Business Models in the e-Government websites leads to improvement of the strategic domain of
government institutions.‖ The results from the cases show that this hypothesis is appropriate. This
makes institutions aware of their own main characteristics and reveals important components for
approaching the goals and objectives of the website. In addition, the results in the research show
that the Atomic Business Model used in the ministerial sector is the Content Provider. The main
activity of almost all ministries in this research is providing information to citizens by using the
Internet. The most important feature of the ABM Content Provider is information content; all
other features occur in the context of content that has supportive role of approach.
The research reveals the strengths and weaknesses of the institution website by identifying
Atomic Business Model features regarding maturity features and standard features. The research
question is ―to which extent can the application of the business model be improved in the context
of the features?,‖ and the hypotheses are ―identifying effective features and missing features for
the institution by executing the e-Government assessment method‖ and ―the ABM critical
success factors can be identified by assessing the e-Government.‖ The result of each case study
exposes the missing feature by comparison to the features from theoretical study of Atomic
Business Models. In addition, for each Atomic Business Model there are critical success factors
that are chained to the Atomic Business Model, and they are exposed in each case study.
10.3 Highl ights
The research exposes directly or indirectly some important issues that are highlighted in the
following order.
The e-Government websites from the case studies are developed from the viewpoint of
the organization. In contrast, wide-ranging, mature e-Governments are developed
from the viewpoint of the users.
Mobile services are discovered to be future challenges for e-Government.
Readiness factors or the mate that shows the employment of e-Government services by
citizens plays an important role by developing e-Government.
Business models from the commercial sector are techniques that can support eGovernment positively.
Profitable and non-profitable factors are less important issues than expected. One
reason could be because of the business models that in this research are used as tools
for improving e-Government.
10.4 Future Research
This research observes one of the eight Atomic Business Models, which is the Content
Provider. The features are identified and validated from this Atomic Business Model. The
additional seven identified Atomic Business Models from the literature study are identified
during this research. The possible features are also identified, but both parts need to be validated
in future research.
The validation of the Atomic Business Model Content Provider is done in only one sector of
the e-Government (the ministerial sector). Future research needs to validate this Atomic Business
Model in other sectors of government organizations.
64
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I.Appendix: List e-Government Ministries in Netherlands
List of governmental organizations in Netherlands with the related links:
http://www.overheid.nl/
* Ministeries
o Ministerie van Algemene Zaken (AZ)
o Ministerie van Binnenlandse Zaken en Koninkrijksrelaties (BZK)
o Ministerie van Buitenlandse Zaken
o Ministerie van Defensie
o Ministerie van Economische Zaken (EZ)
o Ministerie van Financiën
o Ministerie van Justitie
o Ministerie van Landbouw, Natuur en Voedselkwaliteit (LNV)
o Ministerie van Onderwijs, Cultuur en Wetenschap
o Ministerie van Sociale Zaken en Werkgelegenheid (SZW)
o Ministerie van Verkeer en Waterstaat (VenW)
o Ministerie van Volksgezondheid, Welzijn en Sport (VWS)
o Ministerie van Volkshuisvesting, Ruimtelijke Ordening en Milieubeheer (VROM)
70
II.Appendix: list e-Government Ministries Kurdistan
The Ministry of Agriculture – KRG Kurdistan region government
Agriculturehttp://moa.krg.org/
The Ministry of Sports and Youth launching Youth Roadmap
Sports and Youthhttp://mosy.krg.org/
The Ministry of Higher Education & Scientific Research
Education http://www.mohe-krg.org/
The Ministry of Water Resources-KRG
Water Resourceshttp://www.mowr-krg.org/
The Ministry of Martyrs & Anfal Affairs
Martyrs & Anfal Affairshttp://moma.krg.org/
The Ministry of Extra Regional Affairs
Extra Regional Affairshttp://www.moera-krg.org/english/index.php
The Ministry of Planning, KRG
Planning KRG http://www.mop-krg.org/
Ministry of Tradehttp://www.kurdistanmot.com/
71
III.Business Model and e-Government Interview
Introductory
•Tell us a little about yourself. Name, relevant experience of topic
•Did you have a chance to review our study of developing an assessment method for eGovernment web-business model? If so, which part interests you? Why? What can you bring to
this study?
•Is there anything about it that you would change? Elaborate.
Research/Analysis/Methods
•What methodologies are you familiar with?
•What do you think the best method is for this study?
Business models
•Do you think e-commerce is most important factor for classification of business models
taxonomies in the context of government? Why?
•What do you recommend with business model classification in our case? For example what
should be the focus? Added value for business and customer, the customer focus or focus of the
reengineering of business
•How do you recommend we identify the characteristics of business models?
•What do you recommend for identifying critical success factors from business models?
e-Government
•How do you classify e-Government sectors? For example policy making sector and public
services. Which sector do you think are most interesting for this study?
•How do you describe the relation between services of governmental organization and critical
success factor of e-Government?
•Where are the big e-govt research challenges for the following 5 years?
e-Government related to Business model
•Why do you think the business models are interesting for government organizations?
•What do you recommend for identifying business models in governmental websites?
•What do you think, the best translation is of business concept to government concept?
Cross national business model
•Do you think are there the cross national factors of business models characteristics? What
are they?
•Do you think are there the cross national factors of business model functions? What are
they?
•Do you think the cross-cultural aspects are interesting and publishable?
Other
•What do you recommend for evaluating governmental websites in context of business
model?
•What do you recommend for interviewing governmental organizations?
•If you had similar resources available as we do (access to international e-govt
implementations), would you do similar research?
Interview with expert: Marijn Janssen
Datum: 13-08-2009, Time: 13.00-14.30, Slinger Jansen and Deldar Barzani
General situation:
72
The interview was informal and unstructured. The question of subject‘s business model,
characteristics, critical success factor, cross nation critical success factors and suggestions are
being answered randomly.
The following issues are being discussed during the interview:
The method which proposed in the proposal is good but it is better to select two or three
cases.
Business model are important for e-Government strategies.
Governmental services are parts of business model.
The communities can be used for many propose of governmental issues which are becoming
more important for e-Government.
It is impossible or useless to translate the business models of Dutch e-Government to
Kurdistan region e-Government.
It is difficult to compare e-Governments. The comparison should be regional, for example the
e-Government of neighbor countries can be fairly compared.
Dutch situation:
Because of existing of good infrastructure and cultural behaviors the mobile business is less
important in Dutch society than in Kurdistan region. The main problem of e-Government in
Netherlands is that many governmental organizations have copied the business model
infrastructure from each other‘s without doing any good research about it. Therefore they are
been used inefficiently and less effective. The challenge for next five years will be mobile
business models for e-Government.
Kurdistan and Iraq situation:
Fraud is major problem in the region; therefore first we should find a solution for this
problem. By combating fraud we create trust.
Because of infrastructure, cultural and situations factors the mobile e-Government will
become more important than non mobile e-Government. Mobile business will be used more and
more in next 10 years.
Cross –national aspects are important and there are many business models for example in the
Embassies service of visa requests and requirements.
Suggestion for publishing on: Online journal, electronic journal, journal of developing
countries
73
IV.Key Words and Definitions
Following table contains the important key words used in this research with the definitions.
Key Words
Definition
E-Government
E-Government is defined exclusively as an internet driven
activity, ‗that improves citizens‘ access to government
information, services and expertise to ensure citizen
participation in, and satisfaction with governmental processes
(UN and ASPA 2001).
A business model reflects the core business of an organization
and is useful to describe (and even prescribe), the organization
from the perspective of its main mission, and the products and
services that it provides to its customers
Atomic Business Models are the building blocks for business
initiatives, as defined by Weill & Vitale (2001).
A goal and objective is a projected state of affairs that an
organization plans or intends to achieve.
A characteristic is a property or attribute of an entity
A feature is a prominent and conspicuous part of system which
supports a part of a goal or objectives. For example feature
subscription it means the following function is existing in the
website a secure platform with login, password and transaction
flows.
Business Model
Atomic Web-Business Model
(ABM)
Goals and Objectives form
Model
Characteristics of (ABM)
Features
74
V.Questions interview Ministry of General Aff airs
Aantal jaar ervaring in deze functie: twee jaar
Functie: coordinator Eindredactie Postbus 51
Hoogste opleidingsniveau: VWO
Definieer doel / visie voor de site (Strategic perspective)
Wat is het doel van de site? (Focus)
Informeren van publiek over wet- en regelgeving van de rijksoverheid of doorverwijzen naar
de juiste instantie.
Bestellen van publicaties van de rijksoverheid.
Ingang voor het stellen van vragen aan de rijksoverheid via contactformulier en telnr.
Wat zijn de doelstellingen van de site? (Focus, Main activities)
Zie ook onder doel website. verder:
Vertrekken van bovengenoemde info via internet aan publiek die antwoord op internet zoekt.
Hiermee ook vragen in contactcenter voorkomen (kanaalsturing).
Doelen ontwikkelen voor de site (Strategic perspective)
De website van Postbus 51 zal in de loop van 2010 verdwijnen en opgaan in de nieuwe
website van de rijksoverheid: rijksoverheid.nl. In het kader hiervan heeft Postbus 51 voor de
eigen website geen specifieke doelen ontwikkeld. De website rijksoverheid.nl moet voor Postbus
51 bijdragen aan het proces van publieksvoorlichting. Informatie van Postbus 51 moet het
publiek informeren over wet- en regelgeving van de rijksoverheid en vragen per mail/telefoon in
het contactcenter verminderen.
Hoe zou u een succesvolle website beschrijven voor uw organisatie? (Focus, Main activities)
Hoe zou de succesvol site eruit zien volgens jou? Hoe weet je wanneer je succesvol zijn
geweest? (Focus, Maturity Stages)
Hoe zou u de site beschrijven? (Focus, Main activities)
Vanuit het gezichtspunt van een organisatie?
Vanuit het gezichtspunt van een gebruiker? (Target Segment)
Definieer doelgroepen en doelstellingen (Strategic perspective)
Wie zijn de gebruikers van de site? (Primaire en secundaire gebruikers) (Target Segment)
Primair: burgers vanaf ongeveer dertien jaar
Secundair: brede publiek
Hoe zou u de gebruikers classificeren? (User kenmerken, dat wil zeggen, leeftijd, ervaring,
opleiding, enz.) (Target Segment)
Userkenmerken zijn momenteel niet bekend.
Waarom komen ze aan de site? (User behoeften, belangen en doelen) (Target Segment,
Source Value)
Antwoorden op vragen, vooral via zoekmachines (ruim 60%).
Taakanalyse en prioriteren taken (Implementation perspective)
Wat zullen de gebruikers doen op de site? (User taken, inhoud, functies en functionaliteit)
(Workflow Features)
Informatie bekijken, brochure bestellen, vraag stellen via contactformulier
Welke taken zijn het meest belangrijk voor gebruikers? (Belang) (ABM features & Workflow
Features)
Informatie, Bestellen, contactformulier, zoekfunctionliteit
75
Welke functies van de site zullen de gebruikers het meest gebruiken? (Frequency) (ABM
features & Workflow Features)
Zoekfunctionliteit, bestellen
Welke taken zijn essentieel voor het succes van de organisatie op de website? (ABM features
& Workflow Features)
Info via zoekmachine, themastructuur, bestellen, contactformulier
Wat zullen de gebruikers te dwingen om terug te keren naar uw website? (Target Segment)
Bestellen, meer info
Bespreek verwachtingen, eisen en voorkeuren (Implementation perspective)
Wat is uw visie op, wat de site moet doen? (Focus, Main Activities)
Zie ook doel website
Wie wordt het belangrijkste punt van contact? (Focus)
Contactcenter van Pb51 zelf
Zijn er beperkingen, mandaten, of gids voor de site? (Focus, Main Activities)
Webrichtlijnen (zie webrichtlijnen.nl) en stijlgids
Zijn er sites die u wilt model of een bepaalde stijl die je het liefst? (Maturity Stages)
Nvt ivm webrichtlijnen en stijlgids (stijlgids.overheid.nl)
Welke kenmerken / attributen / houding dient de site over te brengen aan gebruikers? (Target
Segment)
Voor iedereen toegankelijke informatie over beleid van de rijksoverheid.
Vaststelling van beschikbare middelen en de behoeften (Implementation perspective)
Wat soort middelen zijn beschikbaar voor updaten van de website en het onderhoud? (ABM
features)cms
Heeft u de personeel genoeg kennis voor het schrijven voor het web? (ABM features)
Ja (onderhoud van kennis dmv cursussen en eindredactie)
Wie is verantwoordelijk voor marketing en promotie site? (pleiding niveau en aantal
verantwoordelijke personeel ) (Focus & ABM features)
Eindredactie Pb51. Marketing/promotie vindt plaats via webvertising.
76
77
78
VI.Questions interview Ministry of Finance
Aantal jaar ervaring in deze functie: 1jaar en 13 jaar ervaring met overheid functies
Functie: Directeur Communicatie
Hoogste opleidingsniveau: Universiteit
I.Definieer doel / visie voor de site (Strategic perspective)
Wat is het doel van de site? (Focus) Primeer communicatie kanaal van ministerie van finance
bevat alle informatie over finance nieuws, actualiteit betreft beleid domeinen over de persoon en
over de organisatie.
Wat zijn de doelstellingen van de site? (Focus, Main activities)
Managen van actualiteit: iedere dag evaluatie van nieuws en op basis van finance berichten
dan wordt nieuws bericht gemaakt.
nieuwsberichten aan kamer ,
Informatie wordt aangeboden in cluster vorm wekelijks.
Hart van communicatie alles wat miniserie openbaar maakt is te zien op de website
(transparantie)
De directie Communicatie heeft als doelstelling om het beleid van het ministerie van
Financiën en de uitvoering daarvan optimaal te laten landen. Dit betreft zowel beleid voor externe
doelgroepen (burgers, bedrijven etc.) als interne doelgroepen (werknemers).
II.Definieer doelgroepen en doelstellingen (Strategic perspective)
Burgers en bedrijven, op prinses dag wordt aparte website gemaakt voor presenteren van
millionen nota ook andere rijkesbegrotingen. Coperate site en speciale thema site. Blasting
adviseurs
opleiding, enz.) (Target Segment) professional gebrijker van bedrijven op basis van twee soort
sites van coperate site voor professioneel en thema site voor bredere public
Source Value) voor eigen werk omdat wij de bron van informatie zijn , polities, media . fiscaal
wetgeving(blasting Adviseur), Bank sector.
Producten: export cridit verzekering of EMU saldo
III.Taakanalyse en prioriteren taken (Implementation perspective)
(Workflow Features) informatie, informatie over actualiteit als er niets duidelijk is zoeken ze naar
bron over wet of uitsparaak van een minister , via middelen zoals (dossjes, nieuws berichten,
video) inzicht geven van activiteit van minister van finance,
Welke taken zijn het meest belangrijk voor gebruikers? (Belang) (ABM features & Workflow
Features)voornamelijk informatie halen, alles openbaar maken, als er iets word in andere media
speld dan ze worden meest gebruikt op de site( actuele nieuws). bijvoorbeeld een bericht nieuws
over consiatie kas een kas die finance beheerd over de erfenissen waarbij via finance kan er
aanspraak maken over de erfenis. Ze hebben op de website een functionaliteit gemaakt die zoekt
op namen en alles de naam voor komt dan geeft aan dat op wat kan je uitspraak maken. Iets
waarbij in de media wordt besproken dan stijgt het aantal gebruiker in een dag tot 100000
bezoeker. Elke dag er verschijnen kamer brieven, brief over ABN amro fortie waarbij door de
media word heel veel aandacht besteden, het is al duidelijk dat deze brief word meest bekkeken.
successie wetgeving van de kant van blastingdienst die wordt heel veel bekenen want er is een
79
discussie over aan de gang. Ze kunnen wel in het begin een schating maken welke bericht zou
meest worden bekeken maar toch ze platsten alles want het is de take van overheid om alles
openbaar te maken om complet beeld te weergeven.
features & Workflow Features) die wordt ook beantwoord in de vorige vraag.
Welke taken zijn essentieel voor het succes van de organisatie op de website? (ABM features
& Workflow Features), snelheid van plaatsen van berichten, juistheid van informatie waarbij de
burger moeten er vertrouwen, daardoor ze zijn meer terughoudend over de plaatsen van
berichtten. Ze permiteren geen verrassingen op de website. Om berichten objectiever en nutreal
over beringen. Informatie in verband beringen met overige inforamtie dus heel veel verbanden
legen van informatie, heel veel verwijzen naar dossiers of eerdere berichten, eerdere kamer
stuken , wetgevingen waarbij is een langdurige proces is en ze proberen om de processen
inzichtelijk te maken.
Wat zullen de gebruikers te dwingen om terug te keren naar uw website? (Target Segment)als
er iets in nieuws wordt besproken dan ze proberen zo snel mogelijk inforamtie daarover te
plaatsen. Cridit crises waarbij ze plaatsen er een bericht en legden verbanden tussen informatie.
de burgere of specialisten maken gebruik van website om de informatie te verzamelen
bijvoorbeeld schrijver van boeken over de cridit crisis.
IV.Bespreek verwachtingen, eisen en voorkeuren (Implementation perspective)
Wat is uw visie op, wat de site moet doen? (Focus, Main Activities) de burger zo goed
mogelijk informeren of toekomst visie intrenet te gebruiken als middel voor participaties waarbij
niet alleen voor zenden van informatie gebruiken maar ook voor ontvang van informatie. De
ontvang van informatie wordt op dit moment zelden gedaan door gebrekig aan kennis in kant van
organisatie, en de capaciteit. Bij het ontvang van inforamtie dat zou van overheid worden
verwacht dat iets met informatie doen. Deze ook opwekte oneindige discussie en overleg. In eind
hoe zou je laten informeren dat er is wel iets gedaan met inforamtie. Hoe verwerk je de
informatie? Idee bus op internet aantal jaar geleden is gecreëerd om aan de burger te vragen waar
op kan worden bezuinigd daar bij hebben ze 2000 reacties gekregen, hierbij moesten ze de
privacy regelen, content controleren, en terugkoppeling regelen. Ze zijn wel bewust dat er kan
meer uit internet gehaald worden. Nu ze werken pragmatisch met aantal personnel kracht dat ze
hebben. Later willen ze wel gebruik maken van deze mogelijkehedens.
Wie wordt het belangrijkste punt van contact? (Focus) ja er zijn vaste personeel voor deze
activiteiten
Zijn er beperkingen, mandaten, of gids voor de site? (Focus, Main Activities)
Zijn er niet echt beperkingen maar bijvoorbeeld brede huis brede huisstijlrechtlijnen die heeft
regels over de vorm en presentaties die moet je aan voldoen. Het maken de web site toegankelijk
voor brede klasse van burgers bijvoorbeeld mensen met visuele handicapt. Na het death lijn
streven waarbij minder tijd hebben om meerdere mogelijkeheden te probieren en moet alles
pragmatisch zijn. Overheid kan alleen dingen of inforamties publiceren waarbij bekend zijn. Ze
richten zich op beslissingen die al genomen zijn en nooit op de zaken die all moer er over
beslising worden genomen daarboer zijn ze minder vrij voor publiceren van informatie.
Bijvoorbeeld de gelekte cijfer, zij mogen niet publiceren tot dat ze all zijn gepresenteerd aan de
kamer.
Zijn er sites die u wilt model of een bepaalde stijl die je het liefst? (Maturity Stages) ten
opzicht van ministerie moeten ze binnen de kader van huisstijl rechtlijnen blijven. Ze mogen geen
groette aanpassingen doen. Als je tegen huisstijl rechtlijnen aan loopt mogen ze kleine
aanpassingen doen.
80
Welke kenmerken / attributen / houding dient de site over te brengen aan gebruikers? (Target
Segment) transparantie, zakelijk, betrouwbaarheid.
V.Vaststelling van beschikbare middelen en de behoeften (Implementation perspective)
features) er zijn twee soort organisatorisch en technisch. De proces voor organisatorisch update is
dat de website is communicatie kanaal van organisatie. Woordvoerder, communicatie adviseurs
en andere moeten denken uit perspectief van website. Iedereen bij directie is een soort
webredactie waarbij moeten ze over bepaalde onderwerpen informatie inleveren en ze zijn bij
betroken om zelfstandig aan te leveren bij de site. Iedereen heeft toegang tot content management
systeem afhankelijke van de functie van mate om dingen te inleveren. Bijvoorbeeld voorlichters
of secretaris directie kunnen een bepaalde handelingen doen.
Heeft u de personeel genoeg kennis voor het schrijven voor het web? (ABM features)iedereen
heeft voldoende kennis maar ook woedt toetsening gedaan om voor web te schrijven en ook ze
hebben cursus voor deze doel einde en dat is een permanante aandacht punt. Er word minimal
jaarlijks aandacht bestenden aan bijvoorbeeld contenten of informatie die juridisch correct zijn
maar dat moet voor iedereen begrijpelijk zijn . vroeger miniseries makenten alleen pers bericht
maar nu dat is niet het geval omdat ze zien de site als een uitgifte. Persbericht is nu een soort
newbericht op de site. Bijvoorbeerde persberichten die worden aan de pers worden gestuurd om
aantal journalisten te uitnodigen.
Wie is verantwoordelijk voor marketing en promotie site? (opleiding niveau en aantal
verantwoordelijke personeel ) (Focus & ABM features) overheid naam en huisbrede huisstijl
groette groep organisatie met zelde uistraling, en technische zien zoek machine optimaliseren om
site te kunnen goed indictsieren door de zoek machines en taksimonie termen toe te kennen, in
sommige gevallen doen ze zoek machine adverteerden voor bijvoorbeeld Prinsjesdag en bepaalde
onderwerpen
VI.Doelen ontwikkelen voor de site (Strategic perspective)
een website is succes vol als bezoeker helpt om zijn take te vervullen so volledig en so snel
mogelijk. De bezoeker komt voor een doel en ze probieren dat hij de doel gaat berijken.
geweest? (Focus, Maturity Stages) door regelmatig onderzoeken te doen. Bijvoorbeeld
Prinsjesdag cijfers. Bijvoorbeeld zij zijn bezig om dosjes op basis van bepaalde onderzoeken
opnieuw in te delen.
Vanuit het gezichtspunt van een organisatie? Belangrijkste communicatie middel naar de
buiten wereld
Vanuit het gezichtspunt van een gebruiker? (Target Segment)Kanaal van overheid informatie
als het gaat om de overheid financiën, uit gave en inkomsten bij inkomsten kom je aan de
blasting dienst fiscale wetgeving (betrouwbaarheid). Financiële stabiliteit is de kern point van
ministerie
Bedankt voor u medewerking.
81
82
VII.Questions interview Province of Noord-Holland
I.Definieer doel / visie voor de site (Strategic perspective)
Wat is het doel van de site? (Focus) het openbaar maken van wettelijke grondslagen, De rol
of informatie voorzieningen bijvoorbeeld weg werkzaamheden.
Wat zijn de doelstellingen van de site? (Focus, Main activities) periodiek analyse over
doelgroepen (individuele burger en bedrijven) en voorzien van informatie op basis van doel
groep. Er moet transparantie zijn voor bepaalde informatie. Informatie behoefte van doelgroepen
bedenken.
II.Definieer doelgroepen en doelstellingen (Strategic perspective)
Burger,bedrijvenen en organisaties. Burgers kunnen vergunningen en subsidies aan te vragen bij
proventies. De burger kunnen klachten in te dienen via website. Belangrijk doel is om
doelgroepen te bereiken zoals bedrijven bij het aanvraag van subsidies (bedrijven train of
vestigenig van bedrijf of milieu vergunningen) Betreft subsidies en vergunningen richt site zich
op bedrijven en over algemene nieuws van provincies niveau richt zich op burgers Bijvoorbeeld
weg werkzaamheden, culture, natuur recriatie, qualitate van zwembaden
opleiding, enz.) (Target Segment) simpel burgere tot groet bedrijvenen
Source Value) bedrijven voor subsidie en vergunningen. Burgers voor allerlei informatie. De
burgers die gericht infomatie willen opzoeken.
III.Taakanalyse en prioriteren taken (Implementation perspective)
(Workflow Features) er is geen recente onderzoek gedaan betreft de gedrag van gebruikers van
site . Vooral zijn er bedrijven om vergunningen aan te vragen. Er is ook inforamtie beschikbaar in
kaart vorm (interactief karten waarop je kan klikken om te kijken of bepaalde gebieden zijn voor
natuur of gevaarlijke stoffen zijn in de grond). Dit is ook andere soort van informatie
voorzieningen vooral voor bedrijven.
Welke taken zijn het meest belangrijk voor gebruikers? (Belang) (ABM related Features &
Workflow Features) subsidies en vergunningen. Er worden besluiten bekend gemaakt via website
waarbij burger moeten toegang hebben tot bepaalde informaties die als ze klachten hebben,
kunnen er op bezwaar maken. De transparant waarbij burgers moeten kunnen zien wat de
provencie doet en alles kunnen terug vinden.
related Features & Workflow Features).
Welke taken zijn essentieel voor het succes van de organisatie op de website? (ABM related
Features & Workflow Features) geen inlog mogelijkheden maar er zijn pdf en word documenten
dat burgers kunnen downloaden voor hun specifiek taken. De RSS feeds en nieuws brieven en
kart informatie zijn beschikbaar voor burger.
Wat zullen de gebruikers te dwingen om terug te keren naar uw website? (Target Segment).
IV.Bespreek verwachtingen, eisen en voorkeuren (Implementation perspective)
Wat is uw visie op, wat de site moet doen? (Focus, Main Activities) er moet ten eerste
voeldoen aan allerlij wettelijk verplichtingen. Ze moeten transparant en open zijn naar de burger.
De zoek functionaliteit kan verbetred worden door er te kunnen beter te zoeken naar het
documenten. De site kan meer persoonlijk gemaakt worden (custom made). Ze willen graag de
83
mogelijkheid om Digid te gebruiken daarin de burger moet kunnen de procedure voor aanvragen
volgen.
Wie wordt het belangrijkste punt van contact? (Focus) de afdeling communicatie is
verantwoordelijk voor content.
Zijn er beperkingen, mandaten, of gids voor de site? (Focus, Main Activities) site werkt
initiatief goed. Maar er zijn plaatsen waarbij de burger wordt begleid door de help documenten of
gids.
Zijn er sites die u wilt model of een bepaalde stijl die je het liefst? (Maturity Stages) De meest
gebruikte functies worden uit andere provincie sites afgekeken. Er moet aan overheid
webrechtlijnen voldoen. De Webrichtlijn.nl en usebility.nl is a website waarbij laat zien hoe de
overheid organisaties scoren op basis van de overheid rechtlijnen.
Welke kenmerken attributen / houding dient de site over te brengen aan gebruikers? (Target
Segment) betrouwbaar, professional en transparant
V.Vaststelling van beschikbare middelen en de behoeften (Implementation perspective)
related Features). Ze werken met content mangement GX webmanager. Die maken aantal
functionaliteiten en beieden ze aan website van provecie om te gebruiken. Extern desgin bureau.
De applicatie beheer is binnen provencie en het systeem beheer is buiten outsourcing (Simens)
Heeft u de personeel genoeg kennis voor het schrijven voor het web? (ABM related Features)
Afdeling communicatie heeft genoeg kennis maar onder afdeling zoals beleides gebieden.
Wie is verantwoordelijk voor marketing en promotie site? (opleiding niveau en aantal
verantwoordelijke personeel ) (Focus & ABM related Features).
Er is geen marketing afdeling, er wordt geen marketing gemaakt voor website maar voor de
provencie wordt marketing gedaan. Ze makten indirect reclame voor de website om provencie (
op de bussen).
VI.Doelen ontwikkelen voor de site (Strategic perspective)
de website moet functioneel zijn dat de burger worden goed geïnformeerd.De wet van
openbaarheid bestuur zegt dat zij zijn verplicht om alles openbaar te maken voor de burger. De
burger moet kunnen subsidies en vergunning aan te vragen. Het moet niet een site zijn waarbij
verschilende beleid gebieden laten zien hoe leuk zij zijn.
geweest? (Focus, Maturity Stages) dat hang af van doel groep. De site moet functioneel zijn, laag
drempels zijn bijvoorbeeld toegankelijk voor gehandicapten. De informatie moet relavant en
recent en goed zijn. Door onderzoek kan je vast stelen hoe goed je bent op basis van vast gestelde
pointen.
Vanuit het gezichtspunt van een organisatie? De burgers zo goed mogelijk informeren, de
organisatie moet voldoen aan wettelijke verplichtingen
Vanuit het gezichtspunt van een gebruiker? (Target Segment)
vooral een functioneel middel zijn om aan het doel te komen. En ook een bron zijn van
informatie.
84
85
VIII. Ministry of the Interior and Kingdom Relations
The ministry of the Interior and Kingdom Relations (BZK) is one of the thirteen ministries of
Dutch central government (C5N). The minister, State Secretary and almost 3,000 civil servants
formulate policy, prepare legislation and regulations, and are also responsible for coordination,
supervision and policy implementation.
Its mission is to:
uphold the Constitution;
guarantee the democratic rule of law;
ensure an effective and efficient public administration;
promote public order and safety and provide centralised management of the countries police
forces;
promote the quality of the civil service and coordinate management and personnel policy for
all civil servants;coordinate cooperation with Aruba and the Netherlands Antilles.
86
IX. Ministry of Agriculture in Kurdistan region
Kurdistan is a region situated in northern Iraq. According to the new Iraqi constitution the
region has independency in legislative, executive, judiciary laws and political entity (C1K). The
region has its parliament and government in Erbil. The president of this region is elected by the
parliament every 4 years and has a large authority while the government is headed by a prime
minister with less authority.
87
X. Ministry of Sports and Youth, Youth Roadmap
Ministry of sports and youth (C2K).
88
XI. Ministry of Higher Education & Scientific Research
The Ministry of Higher Education and Scientific Research (MHESR) oversees the
administration of institutions of higher education in Kurdistan Region of Iraq. The work of the
Ministry covers areas in both higher education and scientific research polices (C3K).
Higher education is based on academic study and research, and normally builds on four years'
full time education at stage one leading to BSc or its equivalent. Institutions of higher education
in Kurdistan are mainly state-funded, but increasing number of private Universities are being
inaugurated.
89
XII. Ministry of Water Resources-KRG
Vision of this ministry is to provide sustainable access to safe and sufficient water and water
resources to meet the cultural, social and economic needs of all people in Kurdistan region in a
way that will enhance public health and food security(C4K).
Mission of this ministry is to be the vehicle of the nation's integrated water resources
management contributing optimally to the socio economic activities of the nation by
comprehensively planning, facilitating and creating the enabling environment for integrated
conservation, development and management of various water uses for the preservation of the
quality and quantity of freshwater ecosystem.
90
XIII. Ministry of Martyrs & Anf al Aff airs
Ministry of Martyrs & Anfal Affairs (C5K).
91

An Assessment Method for e-Government Web

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