Os padrões de interoperabilidade desempenham um papel importante na integração de sistemas e compartilhamento de informações no ambiente de governo eletrônico. Mas o desenvolvimento e estabelecimento destes padrões não dependem somente de aspectos tecnológicos. A integração de sistemas e compartilhamento de informações não significam apenas troca de dados mas, principalmente, integração de processos e transações. Neste cenário, surgem outras variáveis dos contextos institucional (organizacional e político), econômico e social. Além disso, no ambiente de governo eletrônico as transações envolvem geralmente múltiplos agentes e são condicionadas fortemente por aspectos culturais, o que torna esses processos ainda mais complexos e inter-relacionados. E mais: o estabelecimento de padrões implica reestruturação de processos de negócios e/ou mudanças na forma de interação desses agentes com as várias agências governamentais. A partir desse cenário, a presente pesquisa objetiva compreender os processos de desenvolvimento e implementação de uma arquitetura de interoperabilidade para governo eletrônico e identificar prováveis implicações da condução desses processos na posterior adoção dos padrões especificados. O objeto de estudo do é a arquitetura e-PING, um conjunto de padrões de interoperabilidade definido pelo Governo Federal brasileiro, que abrange cinco principais áreas: interconectividade, segurança, meios de acesso, organização e intercâmbio de informações. A metodologia adotada foi a do estudo de caso único longitudinal, com abordagem qualitativa, tendo como base de análise a Teoria Institucional. Foram utilizados análise documental, entrevistas semi-estruturadas para a coleta de dados. Os resultados apontam que, embora a adoção de mecanismos de isomorfismo e estratégias de legitimação possa influenciar positivamente os processos de institucionalização da arquitetura, essas ações apresentam efetividade limitada em decorrência principalmente do ambiente e do contexto onde os referidos processos ocorrem. / Interoperability standards play an important role in the integration and sharing of information in electronic government environments. The development and implementation of these standards, however, does not depend solely on technological issues. Systems integration and information sharing is not only about data exchange, but, mainly, about integration of processes and transactions. With this view, other variables from the institutional (organizational and political), economic and social context become relevant. Furthermore, in electronic government environments, transactions usually involve multiple agents and are strongly conditioned by cultural aspects, contributing to the increase of processes complexity and connectivity. The establishment of standards does also require the restructuration of business processes and changes in the way the agents interact with the various government agencies. Based on this scenario, this research aims at understanding the processes of development and implementation of architecture for electronic government interoperability and at identifying possible implications of the way in which these processes have been managed on the ensuing adoption of the specified standards. The research object is the e- PING architecture, a set of interoperability standards defined by the Brazilian Federal Government, comprising five main areas: interconnectivity, security, means for access, organization and interchange of information. Single case longitudinal study was the adopted research methodology, with a qualitative approach, using Institutional Theory as the basis for analysis. Data collection was based on document analysis, structured and semi-structured interviews. The results indicate that, although the adoption of isomorphism mechanism and legitimating strategies could contribute to the architecture\'s institutionalization, these actions have their effectiveness limited by conditions of the environment in which these processes occur.

As tecnologias de informação e comunicação (TICs) têm transformado a forma como a sociedade e o governo se relacionam, proporcionando uma aproximação entre a administração pública e o cidadão por meio da prestação de serviços públicos eletrônicos, sendo essa relação mediada por TICs conhecida como governo eletrônico. A utilização do governo eletrônico propicia uma série de benefícios para a administração pública, como a eficiência pública, melhora na accountability, controle dos gastos governamentais e oferta de serviços públicos eletrônicos de qualidade que proporcionem a satisfação dos usuários. Nesse contexto, o estudo se propôs a analisar a satisfação dos gestores municipais de saúde e os contadores com o Sistema de Informações sobre Orçamentos Públicos em Saúde (SIOPS) e propor um modelo para avaliação desse sistema de satisfação desses usuários. O SIOPS representa um instrumento de controle e acompanhamento da aplicação mínima constitucional de recursos com ações e serviços públicos de saúde. Inicialmente, analisou-se o site, redes sociais e programa do SIOPS, depois entrevistas com gestores federais e órgãos de controle, visando a elaboração de uma matriz SWOT e, por fim, avaliou-se a satisfação dos gestores municipais de saúde e contadores (alimentadores do sistema) com a utilização do sistema. Para obtenção desse objetivo, elaborou-se um modelo de análise dos serviços públicos ofertados pelo SIOPS e avaliação da satisfação de utilização do mesmo. Os resultados obtidos permitiram concluir que o SIOPS executa os objetivos para o qual ele foi criado, que os gestores municipais e contadores estão satisfeitos com o sistema, sendo a eficiência, confiabilidade, liderança estratégica, inteligência competitiva e gestão da tecnologia os atributos que mais contribuíram para a satisfação dos gestores municipais e a eficiência, qualidade da informação/serviço, suporte ao usuário, confiabilidade e gestão da tecnologia no caso da satisfação dos contadores. / Information and Communication Technologies (ICTs) have transformed the way society and government relate, providing an approximation between the public administration and citizens through the provision of electronic public services. This relationship mediated by ICTs is known as electronic government. The use of e-government provides a number of benefits for public administration, such as public efficiency, improved accountability, control of government spending, and the provision of good quality electronic public services that provide user satisfaction. In this context, the study to analyze the satisfaction of the municipal health managers and the accountants with the Information System on Public Budgets in Health (SIOPS) in order to propose a model for the evaluation of this system and the satisfaction of its users. The SIOPS represents an instrument for controlling and monitoring the minimum constitutional application of resources with public health actions and services. Initially, the SIOPS website, social networks and program were analyzed, then federal managers and members of control bodies were interviewed in order to elaborate a SWOT matrix and, finally, the satisfaction of municipal health managers and accountants (system feeders) with the use of the system was evaluated. To achieve this goal, a model of analysis concerning the public services offered by the SIOPS and its satisfaction assessment was elaborated. The results allowed us to conclude that SIOPS accomplishes the objectives for which it was created and that municipal managers and accountants are satisfied with the system. The attributes that contributed the most for the satisfaction of municipal managers were efficiency, reliability, strategic leadership, competitive intelligence and technology management, whereas for the accountants\' satisfaction the main aspects were efficiency, quality of information/service, user support, reliability and technology management.

Desde o final da década de 90, com a disseminação das tecnologias e principalmente da Internet, os Estados passaram a oferecer informações e serviços governamentais por meio de diversos canais de comunicação. Essa ação estratégica no uso de ferramentas digitais para soluções governamentais é conhecida como governo eletrônico e atualmente é parte fundamental para a promoção da transparência e para a comunicação entre órgãos governamentais e seu público-alvo composto por cidadãos, empresas e outros governos. Um requisito inerente ao uso de sistemas de governo eletrônico é a interoperabilidade, que trata da capacidade de duas ou mais organizações estabelecerem parceria para o intercâmbio de dados, informações e até processos institucionais. Historicamente o Brasil iniciou ações de governo eletrônico nos anos 2000 e já em 2004 criou o Padrão de Interoperabilidade em Governo Eletrônico (e-PING) para especificar diretrizes mínimas para a interoperabilidade. Atualmente este padrão é de uso obrigatório para órgãos do governo federal e de uso facultado para outras esferas governamentais e pode ser utilizado até mesmo por instituições privadas. A interoperabilidade é um problema complexo e quando suas diretrizes não são aplicadas surgem problemas como duplicidade de informações e perda da integridade de serviços digitais. Devido às características próprias e restrições de recursos, estes problemas se agravam ainda mais nos países em desenvolvimento como o Brasil. Desta forma, o objetivo geral desta dissertação é propor um método para aplicação de diretrizes de interoperabilidade do padrão e-PING em portais do governo eletrônico brasileiro. Para tal, essa pesquisa investigou o cenário desta temática nas universidades federais, órgãos da Administração Pública Federal e que devem seguir as legislações e padrões que envolvem o governo eletrônico brasileiro. Por meio de um estudo de caso e da aplicação de um questionário nas 63 universidades públicas federais foram identificadas as características comuns destas instituições e seus principais problemas e desafios para prover a interoperabilidade em sistemas de governo eletrônico. O cenário encontrado é preocupante e envolve fatores organizacionais, políticos, técnicos e econômicos que culminam na não utilização das diretrizes do e-PING e na dificuldade em promover a interoperabilidade em ambientes governamentais. Com base neste levantamento foi proposto o método Increment Interop, que recebeu este nome devido às suas características principais: modularidade e transversalidade. O método foi aplicado e avaliado em caráter experimental na Universidade Federal de Uberlândia (UFU) e os resultados mostram que ele pode ser utilizado como um guia para alcançar a interoperabilidade de maneira incremental e iterativa durante todas as fases que compõem um projeto de desenvolvimento de portais de governo eletrônico. Por fim, este trabalho contribui com o mapeamento do cenário do governo eletrônico e da interoperabilidade de sistemas no Brasil e apresenta uma metodologia que pode apoiar a sua melhoria / Since the end of the 90s, with the spread of technologies and especially the Internet, States have begun to offer government information and services through digital channels of communication. This strategic action in the usage of digital tools for government solutions is known as e-government and is now a key factor to promote transparency and communication among government agencies and their target public of citizens, businesses and other governments. An inherent requirement for the usage of e-government systems is interoperability, which addresses the ability of two or more organizations to partner for the exchange of data, information and even institutional processes. Historically Brazil initiated e-government actions in 2000 and in 2004 created the Electronic Government Interoperability Standard (e-PING, in Portuguese) to specify minimum guidelines for interoperability. Currently, this standard is mandatory for federal government agencies and optional for use in other government spheres and even by private institutions. Interoperability is a complex issue and when its guidelines are not applied, problems arise such as duplicity of information and digital services integrity loss. Due to their own characteristics and resource constraints, those problems worsen even more in developing countries such as Brazil. Thus, the general objective of this dissertation is to propose a method for applying e-PING interoperability guidelines in Brazilian e-government portals. To reach these goal, this research investigated the scenario of e-government and interoperability in federal universities, organs of the Federal Public Administration which must follow the laws and standards that involve the Brazilian electronic government. Through a case study and a survey applied in the 63 federal public universities, the common characteristics of these institutions and their main problems and challenges to provide interoperability in e-government systems were identified. The scenario found is worrying and involves organizational, political, technical and economic factors that lead to the failure in using the e-PING guidelines and the difficulty of promoting interoperability in government environments. Based on this research, the Increment Interop method was proposed, due to its main characteristics: modularity and transversality. The method was applied and evaluated on an experimental basis at the Federal University of Uberlândia (UFU) and the results shows that it can be used as a guide to achieve interoperability incrementally and gradually during all the phases that involve an e-government portal development project. Finally, this work contributes to the mapping of the e-government scenario and system interoperability in Brazil and presents a methodology that can support its improvement

<p>Osnovni cilj istraživanja predstavlja ispitivanje efektivnosti<br />komunikacije privrednih subjekata sa elektronskom upravom,<br />utvrđivanje njihovih potreba i trenutnih prepreka pri upotrebi<br />servisa. Sa praktične tačke gledišta, disertacija predlaže<br />višedimenzionalni model, koji može pomoći kreatorima ekonomske<br />politike da ispitaju koliko su uspešno implementirani servisi<br />elektronske uprave, koji su propusti dosadašnjeg razvoja e-uprave, kao<br />i koje su najefikasnije mere za podsticanje prihvatanja elektronskih<br />javnih servisa od strane poslovnog sektora.</p> / <p>The main objective of the research was to examine the effectiveness of<br />business entities communication with electronic government, the assessment<br />of their needs and the current obstacles to the use of the service. From a<br />practical point of view, the thesis proposes a multi-dimensional model which<br />can help economic policy makers to examine how successfully electronic<br />administration services are implemented, which are failures of the previous<br />development of e-government, as well as which are the most effective<br />measures to encourage the acceptance of electronic public services by the<br />business sector.</p>

A difusão tecnológica e cultural do uso de dispositivos móveis está presente em todas as camadas da sociedade. Utilizados como mediadores em diferentes redes de comunicação, eles também carregam o significado de um espaço pessoal para o usuário. Sua utilização constante os transforma em potenciais sensores pessoais, gerando dados continuamente. Neste cenário, instituições e organizações governamentais utilizam-se de ferramentas digitais de georreferenciamento nos grandes centros urbanos do Brasil e do mundo para disponibilizar serviços ou coletar dados. Com o intuito de adaptar o modelo de navegação orientada utilizado na análise de portais governamentais para a análise de aplicativos móveis, foi realizada uma navegação orientada nos aplicativos selecionados, entre eles o 1746 RIO desenvolvido pelo Governo do Rio de Janeiro e o Colab desenvolvido por uma organização da sociedade civil. A navegação foi realizada com o auxilio de um roteiro de perguntas divididas em cinco principais categorias de análise: Acesso e Privacidade, Visualização e Edição de Informações, Feedback, Comunicação Social e Elementos de Gamificação. Para compreender o processo de experiência da cidadania foram realizadas entrevistas com uma ONG de São Paulo e observações em oficinas realizadas com cidadãos na cidade de Sorocaba. Pretende-se contribuir para o conhecimento na área de design e cidadania, apontando elementos e características para o desenvolvimento de aplicações móveis participativas voltadas para grandes cidades. / The technological and cultural dissemination of mobile devices usage is present in all segments of society. Used as an interface between different communication networks, mobile devices can also transform any space into one\'s own personal space. Its constant use convert them into potential personal sensors, generating data continuously. To adapt to this new paradigm governments are starting to implement georeference tools in order to provide services or collect data from major urban areas. Aiming to adapt the oriented navigation method to be performed in mobile devices, we designed a questionnaire roadmap acknowledging the main features of mobile devices. The analyzed applications include: Colab and 1746 Rio. The first is an initiative developed for citizens in a bottom-up approach intending to establish communication with city managers. The second was created by the City Hall of Rio de Janeiro and follows a topdown approach, being designed as a call center for the city residents. The questions were grouped in 5 main themes: Access rights and Privacy, View and Change Reports Data, Social Communication, Feedback, and Gamification Elements. In order to better understand how the citizenship is currently addressed, we conducted interviews with a São Paulo\'s NGO member. Also performed a non-participant observation over a workshop held at Sorocaba. This research aims to contribute to the discussion over the design and citizenship areas, suggesting elements and features for the development of participative mobile applications focused on data gathering in major cities.

University of Macau / Faculty of Science and Technology / Department of Computer and Information Science

Abstract The conception of government programs to be transferred in public services is the common key processes among the hierarchal government of Taiwan. This research chooses Kaohsiung City Government as the case study. By using the method of processes modeling IDEF0 (Function Modeling) of IDEF Integrated Definition for Function Modeling of manufacturing industry, the paper analyses the hierarchal structure of the case. By adopting the concept of functional process of IDEF3 (Process Description Capture), it describes the structures of various hierarchies and processes.By using business process concepts of organization view, function view and control view of ARIS (Architecture of Integrated Information System) ¡Athe paper describes the process components. The research¡¦s structured concept by method of processes modeling IDEF and ARIS, as well as the expression in chart and diagram language to reveal the difficult points of problems, integrate every communication views of cross professionals. Having made deep interviews with the critical persons of every case processes, the paper come to understand the problems while practicing the integrated processes of ¡§medium and long-term programs¡¨ , ¡§annual preliminary programs ¡¨ ,¡§annual administrative outlines and programs¡¨ , ¡§annual budget¡¨ , ¡§annual implement and evaluation of programs¡¨ , ¡§performance assessment,¡¨ etc. Referring to the e-government and network government of United States and Singapore, adopting their actions and strategic concepts, meeting the environmental context and the new competition standards --- ¡§time¡¨ and ¡§knowledge¡¨, the case of Kaohsiung City Government can be transferred its weaked structure to competitive superiorities. This research investigates the space and direction for local governments of key process reengineering ,and be transferred in related factors and structural functions of process reengineering. This is a basic research for local governments reengineering of Taiwan.

To set ¡§Electronic Government¡¨ into action becomes common practice all over the world. The aims of ¡§Electronic Government¡¨ are to link all government agencies, citizens and information through networking and to establish real time and interaction system services. It improves government operational procedures, promotes service efficiency and quality. There are ¡§Government to Government¡¨, ¡§Government to Business¡¨ & ¡§Government to Citizens¡¨ according to the applications of electronic business. To implement the Government to Government program, The government has deployed a¡§Electronic Gateway Information System¡¨and an E-government Common Platform Guideline to integrate interdepartmental information and simplify related operating processes. There are many important influences to lessen the need for redundant copies of official documents and to improve the efficiency of administrative procedures. The study takes Bureau of National Health Insurance Kao-ping Branch, which practice National Health Insurance in Taiwan as an example to research interdepartmental information sharing and services. That includes its performance, benefits, influential factors, and difficulties of implementation to try to seek the key problems and propose some suggestions for implementation of ¡§Electronic Gateway Information System¡¨. For examples establishing the interdepartmental integrated association, improving the system quality, protection personal detail security, etc.

Nowadays it is a worldwide trend to transform the government by using information and communications technology. Particularly in keen competition amongst countries in the 21st century, a country which has competitive consciousness uses information and communication technology to reform the government for improving its national competitiveness. If Taiwan intends to remold itself and improve its national competitiveness, it should establish an electronic government to develop governmental Internet service and substantially renovate the effectiveness of administrative operations. The government should break through the traditional thinking frame and redefine the role and function of the government. This is for the purpose of changing and improving the interactive relationship between the government and the public and to help the public accept the convenient service of various Internet applications offered by the government. Taiwan started the online governmental services from 1998 and has been engaged in several types of applications, such as Government to Citizen, Government to Business, and Government to Government applications. Among these applications, the convenient service of Internet application, which is most closely related to the daily life of the public, includes electronic tax filing, electronic motor vehicle & driver information system, electronic public safety, electronic industries and businesses, electronic health care, and electronic utilities, etc, which have been gradually and widely used by the public. By adopting the four phases of NEBIC Theory (Net-Enabled Business Innovation Cycle), this study will examine whether the electronic filing of individual income tax returns, which is introduced by the government, makes tax filing more efficient, lowers the cost and offers a more convenient service or not. In brief, the study is to analyze whether the needs of the public are being more fulfilled. NEBIC Theory mainly defines the four phases of the cycle, which are Choosing Enabling Information Technologies, Matching with Economic Opportunities, Executing Business Innovation for Growth and Assessing Customer Value, to create customer value. By using NEBIC Theory, this study analyzed (1) the first phase that the electronic government was engaged in convenient service of Internet application by using information technology, (2) the second phase that the government offered tax payers the electronic tax filing with a 24-hour filing system and a trial run of auto-selected optimal filing, and (3) the third phase in which the national tax information systems used by five regional National Tax Administrations and the Financial Data Center were integrated and planned anew, which was named ¡§National Tax System Migration¡¨, in which most commonly known by the public was ¡§electronic filing of individual income tax returns¡¨, and was accomplished in 6 years. This study finally analyzed the fourth phase of the value of electronic filing of income tax returns. Voluntarily providing tax payers with annual income data by tax authorities significantly saves the social cost, time cost, and manpower cost of tax withholders, payers and authorities. Tax authorities may save manpower in data recording and processing, save data storage space and improve the government¡¦s administrative effectiveness. Tax payers may save transport costs, extend the tax filing time, save time of trials and lower the possibility of rejection, which offers more convenience to the public. Therefore, electronic filing of individual income tax returns greatly increases satisfaction of the needs of the public.

Preface Public policies are a result of governmental responses in persuit of the best interests for the majority of the people. Policy analysis, on the other hand , emphasizes customer-orientation in making public decesion. It seems that it is the government¡¦s responsibility to make good policies to serve its people. Therefore, Taiwan began to develop itself into a state of e-government in 1998. The government has improved country¡¦s electronic service infrastructures and has the information and communication technology effectively integrated. As a result, government red tape has been significantly reduced. Traditional labor-intense computer operation has been digitalized and has given its way to internet. Government efficiency is improved as well as the quality of service. Using internet to file individual income tax has become a trend. It is not necessary any more to go to the taxing authority to file tax. Internet provides taxpayers much faster and more convenient electronic accesses. Since March 1999, revenue service authorities all over the country have been activily advocating using on-line internet processing to file individual income tax. In May 2003, without going to the tax authority, taxpayers started to use Citizen Digital Certificate or Financial Institution Certificate to file individual income tax. Thereafter, the way in filing individual income tax has become diversified. According to the statistics, in the year of 2006 there were applications using internet to file individual income. This record-high figure represents 47 percent of total applications. Filing individual income tax through internet truly symbolizes an electronic government. This study is based on the theory of public policy and places of marketing to discuss how internet and certificate work in filing individual income tax. Many of my colleagues asked to answer the questionaires on the designed questions. The questionaires were quantitively analyzed. The result shows that using internet to file individual income tax enables the public to enjoy an e-government that works more efficiently and costs much less. This study is summarized as the following : 1.Tax filing applications that claim for standard deduction accounted for nearly 70 percent of all applications from year 1999 to 2006. 2.Internet has become a main public access in filing individual income tax. 3.Internet is not widely used yet in filing individual income tax, but it has the advantages over the other means. By govrrnment¡¦s advocating, internet may become more accessible to the public. 4.The government needs to find a way to systematize the process in filing individual income tax to fit public interests better.