Modeling and Describing an Ontological Knowledge Framework for Integrated Public Service Delivery

Abstract

Public organizations are moving away from their practice to supply common, non-electronic services by becoming more demand-driven and orientating on e-service delivery. The services that can be offered by such organizations are fragmented due to constitutional, legal, and jurisdictional limitations. Integrated service delivery can facilitate the process to let public organizations offer a collective bundle of electronic services to meet complex client demands. The main concepts for integrated service delivery are studied in this chapter and relationships, relational constraints, and interdependencies between the main concepts for integrated service delivery have been determined. This has been done by developing an ontology for integrated service delivery that is based on studying public domain knowledge from different viewpoints. The ontology can enable support for organizations that wish to participate in integrated service delivery processes and monitor the execution of services.