This paper describes a business process and organizational re-design and implementation project for an e-government service organization. In this project the initial process execution time of a Virtual Private Network (VPN) connection request has been reduced from some 60 days to 2 days. This has been achieved by the use of a new business process reengineering (BPR) implementation approach that was developed by the Utrecht University. The implementation approach is based on a combination of Enterprise Information Architecture (EIA), Business Process Modeling (BPM), Knowledge Management and Management Control methodologies and techniques. The method has been applied to improve the performance of a Dutch e-government service department (DeGSD). DeGSD is an e-government service department that supports and promotes electronic communication. It can be described as an electronic mail office for consumers that provides the ICT infrastructure to communicate with the government. The goal is to reduce administrative activities for both the government and consumers. Also supporting technology and part of the process is outsourced. In our approach we used EIA as a starting point because it describes all relations and information exchange with all stakeholders. This is different compared to more traditional approaches which (when it comes to automation) tend to have a main focus on the internal processes whereas our approach aligns the processes and systems across different participants, such as suppliers and customers, in the supply chain. Also included in the implementation approach are management control design mechanisms to ensure that the organizations strategy is in sync with its processes and activities that are performed by the employees. Management control is crucial in enabling the continuous measuring and improving of the organizational performance. Although the proposed BPR implementation approach worked in the project at DeGSD, further validation is necessary. Therefore we suggest that more case studies are performed at both government and profit organizations.
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No summary available Rechthebbende: Universiteit Utrecht
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The paper arguments that a design approach will be essential to the future of e-democracy and e-governance. This development is driven at the intersection of three fields: democracy, information technology and design. Developments in these fields will result in a new scale, new complexity and demands for new quality of democracy solutions. Design is essential to answer these new challenges. The article identifies a new generation of design thinking as a distinct new voice in the development of e-democracy and describes some of the consequences for democracy and governance. It argues that, to be able to design new solutions for e-democracy successfully, current approaches may be too narrow and a broader critical reflection is necessary for both designers and other stakeholders in the process.
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Within eGovernment, trust in electronic stored information (ESI) is a necessity. In the last decades, most organizations underwent substantial reorganization. The integration of structured data in relational databases has improved documentation of business transactions and increased data quality. That integration has improved accountability as well. Almost 90% of the information that organizations manage is unstructured (e.g., e-mail, documents, multimedia files, etc.). Those files cannot be integrated into a traditional database in an easy way. Like structured data, unstructured ESI in organizations can be denoted as records, when it is meant to be (and used as) evidence for organizational policies, decisions, products, actions and transactions. Stakeholders in eGovernment, like citizens, governments and courts, are making increasing demands for the trustworthiness of this ESI for privacy, evidential and transparency reasons. A theoretical analysis of literature of information, organization and archival science illustrates that for delivering evidence, reconstruction of the past is essential, even in this age of information overload. We want to analyse how Digital Archiving and eDiscovery contribute to the realization of trusted ESI, to the reconstruction of the past and to delivering evidence. Digital Archiving ensures (by implementing and managing the ‘information value chain’) that: [1] ESI can be trusted, that it meets the necessary three dimensions of information: quality, context and relevance, and that [2] trusted ESI meets the remaining fourth dimension of information: survival, so that it is preserved for as long as is necessary (even indefinitely) to comply to privacy, accountability and transparency regulations. EDiscovery is any process (or series of processes) in which (trusted) ESI is sought, located, secured and searched with the intent of using it as evidence in a civil or criminal legal case. A difference between the two mechanisms is that Digital Archiving is implemented ex ante and eDiscovery ex post legal proceedings. The combination of both mechanisms ensures that organizations have a documented understanding of [1] the processing of policies, decisions, products, actions and transactions within (inter-) organizational processes; [2] the way organizations account for those policies, decisions, products, actions and transactions within their business processes; and [3] the reconstruction of policies, decisions, products, actions and transactions from business processes over time. This understanding is extremely important for the realization of eGovernment, for which reconstruction of the past is an essential functionality. Both mechanisms are illustrated with references to practical examples.
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Abstract from article: The Dutch healthcare system has changed towards a system of regulated competition to contain costs and to improve efficiency and quality of care. This paper provides: (1) a brief as-is overview of the changes for primary care, based on explorative literature reviews; (2) provides noteworthy remarks as for the way primary and secondary healthcare is organised; (3) an example of an E-health portal illustrating implemented processes within the Dutch context and (4) a proposed research agenda on various e-health topics. Noteworthy remarks are: (1) government, insurer, healthcare provider and patient are main actors within the Dutch healthcare system; (2) general practitioners (GP’s) are gatekeepers to secondary and other care providers; (3) the illustrated portal with a patient oriented design, provides access to applications implemented at care providers resulting in increased electronic availability and increased patient satisfaction; (4) a variety of fragmented information systems at health care providers exists, which leaves room for standardisation and increased efficiency. We end with suggestions for future research.
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Food additives (E-numbers) are allowed in foods, but many consumers have a negative perception of them. The objective was to study the opinion of food experts about the causes and ways to reduce consumer distrust about E-numbers. Thirteen food experts from universities, research institutes, the government, food industry organisations, media, a nutrition information organisation, a consumer association and two other non-governmental organisations (NGOs) were interviewed with a semi-structured topic list, based on a model of risk perception. Interviews were transcribed, coded by an open-coding approach and analysed. Results indicated that, according to food experts, consumer distrust of E-numbers arose from negative communication by traditional media, social media and books. Food experts suggested that the information sources and the reliability of E-number information are important for consumers. Food experts also suggested reducing consumer distrust by avoiding negative label claims and making collective agreements with all parties about honest and transparent communication. According to interviewed food experts, food companies need to explain clearly and honestly why they use E-numbers in food. A nutrition information organisation and the government were often mentioned as appropriate parties to undertake action. The interviews suggested that consumers had no confidence in the food industry.
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In 2014, the Dutch government agreed with the food sector to lower salt, sugar, saturated fat and energy in foods. To reformulate, an integrated approach of four disciplines (Nutrition & Health, Food Technology, Legislation, and Consumer Perspectives) is important for food companies (Framework for Reformulation). The objective of this study was to determine whether this framework accurately reflects reformulation processes in food companies. Seventeen Dutch food companies in the bakery, meat and convenience sector were interviewed with a semi-structured topic list. Interviews were transcribed, coded and analysed. Interviews illustrated that there were opportunities to lower salt, sugar and saturated fat (Nutrition & Health). However, there were barriers to replacing the functionality of these ingredients (Food Technology). Most companies would like the government to push reformulation more (Legislation). Traditional meat products and luxury sweet bakery products were considered less suitable for reformulation (Consumer Perspectives). In addition, the reduction of E-numbers was considered important. The important role of the retailer is stressed by the respondents. In conclusion, all four disciplines are important in the reformulation processes in food companies. Reformulation does not only mean the reduction of salt, saturated fat and sugar for companies, but also the reduction of E-numbers.
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A recent European Commission report revealed the discrepancies in e-health adoption amongst older people between various European countries (Kubitschke, 2010). Uptake rates, in terms of the percentage of people aged over 65 using e-health technologies, differ for example, for social alarms between around 3% in Germany and the Netherlands, 6-10% the Nordic countries and 15% in the United Kingdom. Even within individual countries there are areas with vastly different adoption rates (Cooney, 2010). Considering that the European population is ageing and the life expectancy at birth is still rising significantly (European Commission, 2011), there is a need for government policy on ageing in place to keep people at home as long as possible and there are chances for producers and providers of ALT solutions to increase their sales. The most important barrier to overcome is the low adoption rate of ALT solutions. Governments, companies and society as a whole need to find out why individuals prefer not to use ALT products and/or services even though they can be seen as potential users.
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Purpose eHealth projects in the Netherlands have various backgrounds. First, the number of persons aged 65 and over will have increased by 400,000 between 2008 and 20131. Over the same period, the potential workforce will have decreased from 4.2 persons at present to 3.6 persons for each 65 plus. Second, there is a shift from institutional care to care provided at home. The Dutch government promotes healthy behaviour and emphasises the importance of disease prevention2. People prefer to continue living in the community, even when their health is declining. Finally, Dutch policies stimulate the use of e-health in order to (i) support ageing-in-place (AiP), (ii) to enhance the quality of life of older adults, and (iii) to reduce the workload of professional carers. Method Vilans’ Centre of Excellence for Long-Term Care3 database of 85 projects was analyzed. The projects included in the database date from 2004 and after. Some of these projects have been completed and terminated; other projects are still ongoing. Although the database includes the majority of the projects, a complete coverage of all projects in The Netherlands is not guaranteed. To analyse the barriers, all projects were sorted according to one type of e-Health project (videoconferencing, activity monitoring, other types). In this study, basic, functional and economic values from the Model of Integrated Building Design4 were considered as relevant stakeholder values deemed necessary for a successful implementation. Results & Discussion Most projects in the database use e-Health for the support of older adults with (48 projects) or without (35 projects) care needs. In addition, dementia (19 projects), COPD and diabetes (both 11 projects) are the three health conditions that e-Health applications are most often used for. A major barrier for implementation is that only 11 out the 85 projects have a social business case. Another barrier is that requirements to building construction, building systems, e-Health applications or (building) services are hardly ever considered in the projects that also aim to support ageing-in-place. There are many stakeholders involved in the e-Health projects, and not all of the needs of these stakeholders are met in the design and implementation of the accompanying technologies. The execution of these projects seems to consist merely of an analysis of the technological applications with emphasis on the needs of the care recipient and other primary users. To date, e-Health projects in The Netherlands have not been fully implemented5. As well as a failure to include stakeholder needs and accounting for potential barriers, another reason may be that use of e-Health in care will imply innovating care protocols. Care provision shifting from a medical disease oriented model towards a care and wellbeing model. A structural exchange of knowledge and experience in functionalities and user needs will be necessary to take away barriers to a large-scale and successful implementation of e-Health in The Netherlands.
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