Organisational culture plays an important role in the success of the adoption of technology and the development of the organisation; therefore, it is very important to understand how organisational culture impacts the process of implementing technology, either positively or negatively. The aim of this study is to explore the role of organisational culture in digital government implementation in Omani public sector organisations. This study used mixed methods as a research methodology. In the qualitative phase, semi-structured interviews were conducted with top and middle management and at operational levels in the Omani public sector organisations. In the quantitative phase, a survey was distributed to employees within the public sector organisations to build on the findings of the first stage and develop an understanding of the relationship between organisational culture and implementation of digital government in Oman. This study found that there is a relationship between organisational culture and digital government implementation. It was found that the type of organisational culture has some impact on the digital government implementation as it was found that the organisations with the clan culture type had low levels of implementation of digital government whereas, organisations with the hierarchy culture type had high levels of implementation. Moreover, the study found that middle managers in public sector organisations in Oman had a critical impact on the digital government implementation.

Das Ziel der Arbeit besteht darin, die Einstellung der Wiener Bevölkerung zu e Democracy, e Partizipation und e Voting zu ermitteln. Gleichzeitig ist zu erläutern, ob die Wiener Vertrauen in diese neuen Informations- und Kommunikationstechnologien haben und wie kompetent sie im Umgang mit den neuen Medien sind. Dabei stellt sich auch die Frage nach der Existenz einer "digital divide" (Digitale Kluft), wobei es für uns wichtig ist herauszufinden, ob der Zugang zu und die Kompetenz im Umgang mit dem Internet von demographischen Variablen abhängig sind und wie damit umgegangen werden kann. Um diesbezügliche Kennzahlen herauszufinden, wird ein Blick auf die quantitativen Nutzungszahlen geworfen. Einleitend werden die Grundbegriffe und Definitionen von e Government und e Democracy beschrieben. Danach werden die Möglichkeiten, die mit Hilfe der Informations- und Kommunikationstechnologie den Bürger in den politischen Meinungsbildungsprozess einbeziehen können, dargestellt. Maßgeblich ist dabei, einerseits, das e Voting als eine weitere Option neben den bestehenden Möglichkeiten der persönlichen oder brieflichen Stimmabgabe, und andererseits, die elektronische Deliberation, welche eine aktive und eine passive elektronische Partizipation umfaßt. Das bedeutet, die Bürger nehmen aktiv an der Diskussion politischer Themen teil bzw. bringen ihre Meinungen ein, wie sie sich auch passiv über solche Themen informieren. Es ist anzunehmen, dass mit e Voting nicht nur der elektronische Vorgang der Stimmabgabe, sondern auch ein begleitendes, interaktives, behördliches e-Informationsangebot eingeführt werden soll. / Series: Working Papers on Information Systems, Information Business and Operations

128 p. / Submitted by Santiago Fabio (fabio.ssantiago@hotmail.com) on 2012-12-20T20:35:13Z No. of bitstreams: 1 4444.pdf: 2433786 bytes, checksum: 63ba1e74175593fc2e174750990b233d (MD5) / Made available in DSpace on 2012-12-20T20:35:13Z (GMT). No. of bitstreams: 1 4444.pdf: 2433786 bytes, checksum: 63ba1e74175593fc2e174750990b233d (MD5) Previous issue date: 2012 / O objetivo desta pesquisa foi identificar os fatores condicionantes de interoperabilidade de Governo Eletrônico existentes em quatro Unidades da Fundação Oswaldo Cruz (Fiocruz) e de que forma estes fatores podem influenciar no processo de adoção da arquitetura de interoperabilidade do Governo Brasileiro (e-PING) nestas Unidades. O método utilizado nesta pesquisa baseia-se na estratégia de estudo de casos múltiplos, com abordagem qualitativa e método dedutivo. O processo de implementação da interoperabilidade foi analisado sob diferentes perspectivas, representado por meio das sete dimensões que compõem o modelo de análise: Arquitetura de Negócios, Governança e Liderança, Gestão Estratégica, Gestão Operacional, Política de Informação, Colaboração Inter-Organizacional e Prontidão Tecnológica. A etapa de coleta de dados envolveu pesquisa bibliográfica e documental, entrevistas semi-estruturadas, questionário online e questionário enviado por email, além de observação direta. Para a coleta dos 25 indicadores foi necessário dividir o trabalho em três fases. Na primeira foram encaminhados 11 questionários online para os analistas e gerentes das subáreas de TI das Unidades. A seguir foram realizadas as observações diretas e entrevistas semi-estruturadas com 10 dos 11 respondentes da amostra. Com os resultados das duas primeiras etapas foi feita a identificação dos fatores condicionantes da interoperabilidade. A última etapa do trabalho buscou identificar os padrões adotados e recomendados pela e-PING nas Unidades estudadas. Assim, um questionário com um checklist contendo esses padrões foi enviado aos coordenadores de TI das Unidades que identificaram quais estão em uso na Unidade. Os resultados obtidos revelaram que, em todas a Unidades pesquisadas, a dimensão mais presente é a Arquitetura de Negócios, ligada a aspectos políticos e organizacionais da interoperabilidade, colocados na literatura como os mais difíceis de serem superados para o estabelecimento da interoperabilidade. A pesquisa identificou também a necessidade de maior interação entre as Unidades da Fiocruz, padronização das ferramentas de TI e estruturas de dados, além da definição de uma política institucional que apóie essas iniciativas de padronização. / Salvador

Thesis (MTech (Quality))--Cape Peninsula University of Technology, 2010. / Computacenter SA (CCSA), serves as focus of this study. One of CCSA's clients is Unipart and therefore will be used as the example to mitigate the research problem, serving to demonstrate how Service Levels are structured and how they are monitored. According to the Company policy and agreed Service Level Agreements (SLA's), an acceptance level of 95% should be reached in terms of service delivery. Anything below 95% would be considered a failure, and therefore constitutes a breach of the agreement. The tool used by Computacenter South Africa (CCSA), to measure or monitor the SLA is referred to as Service Flow. Within Service Flow there are mechanisms known as 'pre exception result and a 'post exception result'. These concepts constitute a report, which is compiled on a monthly basis to check and evaluate performance, Should a request from a client not be met and there is a valid reason for the non compliance of the request. It can however bean exception and can therefore be processed as being successfully executed within the context of the SLA. If no valid reasons are, however logged in the request work log, the request constitutes as failed and can therefore lead to the team not achieving their agreed SLA with the customer.

nÃo hà / O Governo EletrÃnico à uma estratÃgia que utiliza dos recursos disponÃveis da Tecnologia da InformaÃÃo (TI) no Poder PÃblico, com vistas à uma melhor prestaÃÃo de serviÃos/informaÃÃes aos cidadÃos, à melhoria da sua gestÃo interna e à interaÃÃo com parceiros e fornecedores. A GovernanÃa de TI tem por principal objetivo o alinhamento das suas aÃÃes Ãs estratÃgias definidas em um determinado negÃcio. Considerando ser o Governo EletrÃnico estratÃgico ao Poder Executivo do Estado do Cearà e a GovernanÃa de TI, um meio pelo qual a TI apoie e estenda essa estratÃgia, este estudo teve como objetivo analisar a influÃncia das estratÃgias de Governo EletrÃnico em AÃÃes de GovernanÃa de TI, desenvolvidas no ambiente do Governo do Estado do CearÃ. Para tanto, o estudo propÃe como objetivos especÃficos a anÃlise das EstratÃgias de Governo EletrÃnico e a anÃlise das AÃÃes de GovernanÃa de TI existentes nos ÃrgÃos e entidades que compÃem o Poder Executivo do Estado do CearÃ. Trata-se de um Estudo de Caso Ãnico e incorporado, em que as unidades de anÃlises sÃo compostas pelas estratÃgias de Governo EletrÃnico dos ÃrgÃos, bem como suas aÃÃes de GovernanÃa de TI. O estudo de caso utilizou trÃs tipos de evidÃncias, tal como, os documentos das polÃticas de Governo EletrÃnico e GovernanÃa de TI, publicados no DiÃrio Oficial do Estado; QuestionÃrios para o levantamento das estratÃgias de Governo EletrÃnico e das aÃÃes de GovernanÃa de TI, e; Entrevistas em profundidade semiestruturada. Foram coletados 32 documentos de polÃticas. Contaram-se 52 ÃrgÃos, que responderam aos questionÃrios. Realizaram-se 18 entrevistas. Foi utilizado o mÃtodo de AnÃlise de ConteÃdo Qualitativa para anÃlise dos documentos de polÃtica e das entrevistas realizadas. Para tratamento dos dados dos questionÃrios, utilizou-se de tÃcnicas da EstatÃstica Descritiva. As percepÃÃes obtidas com este estudo de caso indicam que a InfluÃncia das EstratÃgias de Governo EletrÃnico em AÃÃes de GovernanÃa de TI ocorrem por meio da observÃncia aos Documentos de PolÃticas relacionados aos temas; e conforme a complexidade dos serviÃos de Tecnologia da InformaÃÃo prestados pelos ÃrgÃos. / The Electronic Government is a strategy that uses available resources of Technology Information (IT) in government, with a view to better provision of services / information to citizens, to improve their internal management and interaction with partners and suppliers. The IT Governance is primarily engaged in the alignment of its shares the strategies defined in a certain business. Considering that the Government Strategic electronic Executive of Ceara Power and IT Governance, a means whereby IT support and extend this strategy, this study aimed to analyze the influence of e-government strategies in IT Governance Shares, developed in the Government of the State of Cearà environment. To this end, the study proposes as specific objectives the analysis of e-government strategies and the analysis of Shares IT governance existing in the organs and entities comprising the Executive Power State of Ceara. This is a unique, embedded Case Study, in which units analyzes are made by the eGovernment strategies of agencies and their IT Governance actions. The case study used three types of evidence, such as the documents of eGovernment policies and IT Governance, published in the Journal Official State; Questionnaires for the survey of e-government strategies and the IT Governance actions, and; In-depth semi-structured interviews. They were collected 32 policy documents. They were counted 52 bodies that responded to questionnaires. 18 interviews were held. We used the content analysis method For qualitative analysis of policy documents and interviews. For data processing of questionnaires, we used the descriptive statistics techniques. At insights gained with this case study indicate that the influence of Strategies Electronic Government IT Governance Actions occur through the observance of Policy documents related to the issues; and according to the complexity of the service Information Technology provided by agencies.

The increasing use of the Internet over recent years has forced governments and individuals to utilise Information & Communication Technology (ICT) in the form of electronic government (e-government), more specifically Public Sector Online Services (PSOS) as a subset of egovernment. However, the success of PSOS delivery is dependent on usage and on the growing concerns about the perceived information and service quality of PSOS and their influence on self-efficacy, satisfaction and personal outcome expectation towards ‘continuance intention’ to use the PSOS systems. Retaining current PSOS users is crucial to ensure better utilisation of ICT investments through a regulated process that considers citizens’ personal factors while using PSOS. If the level of PSOS quality is low, citizens are likely to revert to using traditional systems, leaving the new ICT systems underutilised. Few studies have investigated the influences of information and service quality on personal factors, such as self-efficacy, personal outcome expectation and satisfaction, towards intention to continuing to use PSOS. To fill this gap, the present study develops a PSOS quality model by associating it with citizens’ self-efficacy, satisfaction, personal outcome expectation, social influence, prior experience, and continuance intention. Therefore, the purpose of this study is to investigate the salient factors influencing citizens’ intention in the context of PSOS use. A research model of eight constructs is developed by integrating Social Cognitive Theory (SCT), Expectation Confirmation Theory (ECT), the DeLone and McLean IS success model, and E-S-QUAL. To validate the model, a quantitative-positivist approach methodology is used as the research paradigm; it employs a cross-sectional survey design as well as componentbased structural equation modelling (SEM) by using Analysis of Moment Structures (AMOS) as the data analysis technique. In total, 471 self-administrated questionnaires were found usable for data analysis and 17 hypotheses were formulated and tested. Overall, the modelling demonstrates a good fit with the observed data. The findings show that prior experience, social influence, information quality and services quality are significant predictors of citizens’ intention to use PSOS if these latent constructs are regulated through selfefficacy. The results exhibit positive relationships with the other constructs in the model except social influence and information quality towards personal outcome expectation and satisfaction. Further, the results show that service quality is the most influential variable in the present model. This highlights the vital role of service quality while delivering PSOS. Theoretically, the present study extends the roles of pre-adoption and post-adoption by offering a self-regulating process through self-efficacy as a physical ability. Further, the study reveals the importance of personal outcome expectation (internal stimuli) as well as satisfaction (external stimuli) as cognitive factors that represent personal goal assessments. Practically, the current study offers managers a mechanism in how to deal with end-users on a continuance basis while delivering online service through short- and long-term strategies. In summary, the present study marks a significant contribution in better understanding the utilisation of egovernment systems and can serve to better self-regulate outcomes for both citizens and government. Keywords: electronic service, e-service, electronic government, eGovernment, e-government, service quality, information quality, social influence, self-efficacy, personal outcome expectation, satisfaction, continuance intention.

Das RAfEG-Projekt (Referenzarchitektur für E-Government) hat eine Softwarearchitektur zur Unterstützung der elektronischen Abbildung von öffentlichen Verwaltungsdienstleistungen zum Ziel, wobei insbesondere auch interne Verwaltungsprozessabläufe einbezogen werden. Schwerpunkt ist dabei die Konzeption und Umsetzung einer Referenzimplementierung, die die Erstellung von Anwendungssoftware für eine breite Klasse von E-Government-Anwendungen ermöglicht. Die Architektur als auch die Implementierung selbst ist für heterogene, (räumlich) verteilte Plattformen mit verteilten Prozessabläufen konzipiert. Der vorliegende Informatik-Bericht erstellt dazu einen Systemkatalog, welcher die aktuell in Frage kommenden Systeme, Technologien und Charakteristika mit dem Ziel der Definition und Gewichtung der jeweils zugrunde zu legenden Anforderungskriterien in Form eines Kriterienkataloges zusammenfasst.

Das Ziel des Forschungsprojekts "Referenzarchitektur für E-Government" (RAfEG) ist es, eine Softwarearchitektur zur Unterstützung der elektronischen Abbildung von öffentlichen Verwaltungsdienstleistungen zu entwickeln. Schwerpunkt ist dabei die Konzeption und Umsetzung einer geeigneten auf Open Source Software basierenden Architektur, die den Einsatz für eine breite Klasse von E-Government-Anwendungen unterstützt. Auf der Basis dieser Architektur wird eine Referenzlösung zur Unterstützung und Realisierung von Verwaltungsdienstleistungen auf der Grundlage von optimierten Prozessen erstellt. Die dafür zu berücksichtigenden Softwarekonzepte sollen eine effiziente Nutzung von heterogenen Systemen bzw. heterogenen Hardwareplattformen für große interaktive Anwendungen aus dem Bereich der öffentlichen Verwaltung ermöglichen.

Moderne Verwaltungen in Deutschland stehen zunehmend vor der Herausforderung, trotz stetigem Abbau der finanziellen Mittel die Bearbeitungsdauer und -qualität ihrer Verwaltungsvorgänge sowie die Flexibilität bei der Bearbeitung zu steigern. Das Forschungsprojekt "Referenzarchitektur für E-Government" (RAfEG) hat das Ziel diese Verwaltungsvorgänge in Behörden elektronisch zu unterstützen und damit die Herausforderung anzunehmen. Der Großteil der Aufgaben des E-Government, was in diesem Zusammenhang vor allem als Government-to-Government verstanden werden soll, befasst sich mit der Bearbeitung von Dokumenten. Es müssen Dokumente (z.B. Anträge und Formulare) erfasst/erstellt, bearbeitet, gespeichert, weitergegeben und archiviert werden. Für das so genannte papierlose Büro, muss dies alles mittels eines Computers möglich sein und alle Mitarbeiter müssen auf denselben Daten arbeiten können, wobei eine nachvollziehbare Änderungshistorie gesichert sein muss. Die Realisierung des Dokumentenmanagementsystem innerhalb des RAfEG-Softwaresystems, das eine rechnergestützte Abarbeitung von Verwaltungsvorgängen ermöglicht, soll in diesem Bericht ausführlich vorgestellt werden.

Aufgrund des stetig zunehmenden Kostendrucks geht ein Trend in Richtung der rechnergestützten Abarbeitung von betrieblichen Geschäftsprozessen und behördlichen Verwaltungsvorgängen in Form von Workflows. Liegen die abzuarbeitenden Vorgänge bereits als Geschäftsprozeßmodell vor, kann durch eine Transformation in ein Workflowmodell eine komplette Neumodellierung vermieden werden. Dieser Bericht beschreibt ein Übersetzungswerkzeug, das eine derartige Transformation halbautomatisch durchführen kann. Als Ausgangspunkt dienen Geschäftsprozeßmodelle basierend auf ereignisgesteuerten Prozeßketten, die über mehrere Transformationsschritte in eine im XPDL Format kodierte Workflowbeschreibung überführt wird. Die einzelnen Transformationsschritte werden an einem konkreten Anwendungsfall aus dem Bereich des E-Governments verdeutlicht und die Bedienung des Werkzeugs, die über eine graphische Benutzeroberfläche erfolgt, erläutert.