Faculty of Business and Economics | Chair of Business Informatics, especially Information Management Public eServices at Regional and Local Levels: Trends, Problems and Best Practice Contribution: IT Governance in eGovernment: Strategy & Practice Prof. Dr. Eric Schoop, TU Dresden Video Conference : St. Petersburg – Tokio – Dresden

Faculty of Business and Economics | Chair of Business Informatics, especially Information Management TU Dresden, IT Governance in eGovernment | Conf. on Public eServices at Regional and Local Levels, St. Petersburg, RU | Prof. Dr. Eric Schoop Slide 2/ 10 Background: Tempus TACIS Project “Integrative Qualification in eGovernment“ (IQeG) Duration: – International Conference in St. Petersburg: Partners: –Higher education institutions Russia: Saint Petersburg State University, Graduate School of Management, Department of Public Administration (GSOM) Lithuania: Vilnius University, Kaunas Faculty of Humanities, Department of Informatics (VUKHF) Germany: Technische Universität Dresden, Department of Business Management and Economics, Chair of Information Management (TUD) –Public administration institutions Russia: City of Saint Petersburg Lithuania: City of Kaunas Germany: City of Dresden Prof. Dr. Eric Schoop Dr. Michael Breidung

Faculty of Business and Economics | Chair of Business Informatics, especially Information Management TU Dresden, IT Governance in eGovernment | Conf. on Public eServices at Regional and Local Levels, St. Petersburg, RU | Prof. Dr. Eric Schoop Slide 3/ 10 Agenda Context –Research and Teaching Focus –Points of Contact with Public eServices Collaboration between –Technische Universität Dresden –IT Department of Dresden Municipality Discussion Points

Faculty of Business and Economics | Chair of Business Informatics, especially Information Management TU Dresden, IT Governance in eGovernment | Conf. on Public eServices at Regional and Local Levels, St. Petersburg, RU | Prof. Dr. Eric Schoop Slide 4/ 10 Focus of Business Informatics (Wirtschaftsinformatik) Business Informatics is a modern, integrative business (not technical) discipline Scientifical methodology influenced by –Business Management –Engineering –Social Sciences Core objectives are –Integration of real world objects and processes –Integration of intra-organisational and inter-organisational systems and processes –Integration of human and automated information processing Growing convergence of –Information Management –Knowledge Management –Data & Process Management

Faculty of Business and Economics | Chair of Business Informatics, especially Information Management TU Dresden, IT Governance in eGovernment | Conf. on Public eServices at Regional and Local Levels, St. Petersburg, RU | Prof. Dr. Eric Schoop Slide 5/ 10 IT-Governance: New IT Management Requirements IT has to contribute to business success more flexible more direct and better measurable Change of perception from traditional “cost center“ or “service provider“ to “value center“ or “enabler“ Business Pull Management of Information Center like a business unit Transparency in processes Measurable value contribution of IT Enhanced risk management Compliance requirements Technology Push Process orientation as architectural paradigm Service oriented architectures Business process management “Real Time Enterprise“ Vision IT Strategy Business Strategy

Faculty of Business and Economics | Chair of Business Informatics, especially Information Management TU Dresden, IT Governance in eGovernment | Conf. on Public eServices at Regional and Local Levels, St. Petersburg, RU | Prof. Dr. Eric Schoop Slide 6/ 10 Research Focus: Knowledge Management, Technical Communication & eLearning Knowledge Management Technical Communication Technical Communication eLearning Knowledge Acquisition by Learning Processes Learning = Communication Model of Social Interaction Moderate Constructivism Social Software in the Virtual Classroom Collaboration Data Engineering Document Engineering Semantic Content Tagging Semantic Navigation Exchange Standards (SCORM) Metadata (LOM) Management Didactical Accentuation of Learning Content (PBL XSD)

Faculty of Business and Economics | Chair of Business Informatics, especially Information Management TU Dresden, IT Governance in eGovernment | Conf. on Public eServices at Regional and Local Levels, St. Petersburg, RU | Prof. Dr. Eric Schoop Slide 7/ 10 External Corporate Communications Internal Corporate Communications Public Relations Integrated Corporate Communications Controllable Communication Processes Not controllable Communication Processes Top-Down („traditional“ staff communications, directives, e.g. corp. newsletter) Bottom-Up („modern“ principle of participation, e.g. specific workshops, communities) In-Between (work- and process-related communication between staff members) Communication not related to work Social human-humancommunication Sales MarketProcurement MarketLabor MarketServices Market Information on... Structure Aims Methods & Processes Products/Services Bruhn, 1996, Satzger 2005

Faculty of Business and Economics | Chair of Business Informatics, especially Information Management TU Dresden, IT Governance in eGovernment | Conf. on Public eServices at Regional and Local Levels, St. Petersburg, RU | Prof. Dr. Eric Schoop Slide 8/ 10 Collaboration between TU Dresden and IT Department of the City of Dresden TU Dresden contributes in the following areas: Support of the development of the IT strategy of Dresden Municipality Empirical analysis of the potential of certain citizen- related (external) services to become eServices –IT related aspects (functionality, integration) –Economical aspects (cost-benefit analysis) –Psychological aspects (acceptance, barriers, knowledge explication and sharing) Service process modelling Support of the eService implementation Support of training of employees –Development of eLearning courses –Analysis of training demands –Design of complex blended learning arrangements

Faculty of Business and Economics | Chair of Business Informatics, especially Information Management TU Dresden, IT Governance in eGovernment | Conf. on Public eServices at Regional and Local Levels, St. Petersburg, RU | Prof. Dr. Eric Schoop Slide 9/ 10 Concrete Examples Expert Advice for the Saxonian Ministry of Internal Affairs –Success Factors Analysis of Document Management System prototypes for Public Administration (following the DOMEA standard) –Consultation for planned roll-out in whole Saxony Comparative Analysis of online Citizen Communication from a semiotic viewpoint („Hamburger Verständlichkeitsmodell“ – Schulz von Thun et al.) –City of Dresden, GER –City of Kaunas, LT Process Models of specific eServices –Online application for „Kindergarten“ places –Online reservation of sports complexes Online Training course for citizen employees –Vacation planning and substitution process & tool

Faculty of Business and Economics | Chair of Business Informatics, especially Information Management TU Dresden, IT Governance in eGovernment | Conf. on Public eServices at Regional and Local Levels, St. Petersburg, RU | Prof. Dr. Eric Schoop Slide 10/ 10 Discussion Points Selection of Services for eService implementation –Business Process & Cost Benefit Analysis – Business Process Modelling (enhanced event driven process chain eEPK - Scheer 1995) Already implemented eServices –See Dr. Breidung‘s presentation Main factors for success –Employees‘ participation –Functioning of knowledge explication & sharing –Identifyable excess value for the citizens and/or for the corporations Tools for monitoring and evaluation of eServices –Business Process Analysis –Cost Benefit Analysis –Sucess Factors Analysis –Semiotic/Linguistic Communication Model (e.g. „Hamburger Verständlichkeitsmodell“) –Public surveys