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Digitization of Government Services: Digitization Process Mapping

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On the Move to Meaningful Internet Systems. OTM 2018 Conferences (OTM 2018)

Part of the book series: Lecture Notes in Computer Science ((LNPSE,volume 11229))

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Abstract

The search for improvement and standardization of the digitization of government services has led governments around the world to focus on solutions that seek satisfaction, engagement and involvement of society in general. In addition, governmental systems are seeking constantly to renew the digital governance environment through good planning, use of best practices, and offering greater opportunities to establish collaborative and participatory relationships among all stakeholders (Government and Society). This paper presents a systematic literature review of the digitization of services contributing to the knowledge of the processes and methodologies adopted by these governments to provide their services to the citizen. The main contribution of this work is the proposal of a process mapping model that can be adopted during the stages of providing digital services by interested agencies in offering services focused on the needs of the citizens. The proposed model can be used by any government agency or private company interested in updating its processes, tools and methods of digitization and services automation according to their necessities.

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Authors and Affiliations

  1. Computer Science Department - Professional Masters in Applied Computing, University of Brasília (UnB), P.O. Box 4466, Brasília-DF, 70910-900, Brazil

    Heloise Acco Tives Leão, Edna Dias Canedo & João Carlos Felix Souza

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  1. Heloise Acco Tives Leão
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  2. Edna Dias Canedo
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  3. João Carlos Felix Souza
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Corresponding authors

Correspondence to Heloise Acco Tives Leão , Edna Dias Canedo or João Carlos Felix Souza .

Editor information

Editors and Affiliations

  1. CNRS, University of Lorraine, Vandoeuvre-les-Nancy, France

    Hervé Panetto

  2. Trinity College Dublin, Dublin, Ireland

    Christophe Debruyne

  3. Luxembourg Institute of Science and Technology, Esch-sur-Alzette, Luxembourg

    Henderik A. Proper

  4. Università degli Studi di Milano, Crema, Italy

    Claudio Agostino Ardagna

  5. SINTEF and University of Oslo, Oslo, Norway

    Dumitru Roman

  6. TU Graz, Graz, Austria

    Robert Meersman

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Leão, H.A.T., Canedo, E.D., Souza, J.C.F. (2018). Digitization of Government Services: Digitization Process Mapping. In: Panetto, H., Debruyne, C., Proper, H., Ardagna, C., Roman, D., Meersman, R. (eds) On the Move to Meaningful Internet Systems. OTM 2018 Conferences. OTM 2018. Lecture Notes in Computer Science(), vol 11229. Springer, Cham. https://doi.org/10.1007/978-3-030-02610-3_1

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  • DOI: https://doi.org/10.1007/978-3-030-02610-3_1

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  • Online ISBN: 978-3-030-02610-3

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