Regina Erlenheim - PhD defense on Nov 15, 3 PM in ICT-638
PhD student of Dept. of Software Science Regina Erlenheim defends her PhD "Designing Proactive Public Services" on Friday, Nov 15, 2019 at 3 PM in ICT-638.
Supervisors Senior Research Scientist Kuldar Taveter (Tallinn University of Technology) and Leon Sterling (Swinburne´i University of Technology).
Opponents Prof Josef Küng (Johannes Kepler University, Austria) and Prof Eusebio Scornavacca (University of Baltimore, United States).
PhD thesis in digital library.
In the light of the growing relevance of technology in society, it has become increasingly important to understand how to design, provide, and implement ICT-driven e-services efficiently. The recent years have seen the increase in the importance of proactive e-services within public sector.
The novelty of this dissertation lies on the analysis based on the observation that there is an increasing interest from the governments to pursue the development and implementation of proactive e-services, but currently limited research on this area exists. The dissertation suggests that proactive public services would make the daily lives of people simpler, and less time would be spent on dealing with everyday bureaucracy.
This dissertation makes a contribution in four main areas. Firstly, a meta-model for proactive services is presented that builds upon the previous knowledge of modelling services the conceptual reactive-proactive service space is introduced. Secondly, the conceptual reactive-proactive service space is introduced. Thirdly, the dissertation contributes by presenting a novel set of guidelines for designing proactive services in the public sector. And lastly, the Reactivity-Proactivity Spectrum is introduced, a novel approach to understanding and classifying proactivity in the context of public service provision.