Prof. Dr. Eric Schoop, TU Dresden eric.schoop@tu-dresden.de

1. Public eServices at Regional and Local Levels:Trends, Problems and Best PracticeContribution:IT Governance in eGovernment:Strategy & Practice Prof. Dr. Eric Schoop, TU Dresden eric.schoop@tu-dresden.de Video Conference 2007-11-16: St. Petersburg – Tokio – Dresden

2. Dr. Michael Breidung Prof. Dr. Eric Schoop Background: Tempus TACIS Project “Integrative Qualification in eGovernment“ (IQeG) • Duration: 2005-10 – 2006-10 • International Conference in St. Petersburg: 2006-10-06 • 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 IT Governance in eGovernment | Conf. on Public eServices at Regional and Local Levels, St. Petersburg, RU | Prof. Dr. Eric Schoop

3. Agenda • Context • Research and Teaching Focus • Points of Contact with Public eServices • Collaboration between • Technische Universität Dresden • IT Department of Dresden Municipality • Discussion Points IT Governance in eGovernment | Conf. on Public eServices at Regional and Local Levels, St. Petersburg, RU | Prof. Dr. Eric Schoop

4. 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 IT Governance in eGovernment | Conf. on Public eServices at Regional and Local Levels, St. Petersburg, RU | Prof. Dr. Eric Schoop

5. 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-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 Strategy IT Strategy IT Governance in eGovernment | Conf. on Public eServices at Regional and Local Levels, St. Petersburg, RU | Prof. Dr. Eric Schoop

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

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

8. 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 IT Governance in eGovernment | Conf. on Public eServices at Regional and Local Levels, St. Petersburg, RU | Prof. Dr. Eric Schoop

9. 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 IT Governance in eGovernment | Conf. on Public eServices at Regional and Local Levels, St. Petersburg, RU | Prof. Dr. Eric Schoop

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 IT Governance in eGovernment | Conf. on Public eServices at Regional and Local Levels, St. Petersburg, RU | Prof. Dr. Eric Schoop