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2018 | OriginalPaper | Chapter

Digitization of Government Services: Digitization Process Mapping

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

Published in: On the Move to Meaningful Internet Systems. OTM 2018 Conferences

Publisher: Springer International Publishing

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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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Title: Digitization of Government Services: Digitization Process Mapping
Authors: Heloise Acco Tives Leão
Edna Dias Canedo
João Carlos Felix Souza
Publisher: Springer International Publishing
Book: On the Move to Meaningful Internet Systems. OTM 2018 Conferences
Print ISBN: 978-3-030-02609-7

Electronic ISBN: 978-3-030-02610-3

Copyright Year: 2018
DOI: https://doi.org/10.1007/978-3-030-02610-3_1

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