关键词: 公众服务系统, 电子政务, 服务系统, 服务工程, Zachman框架

Abstract:

An e-government public service system provides convenient and effective services to citizens and enterprises, through process optimization and innovations. The construction, operation and continuous improvement of e-government public service systems is a complex engineering task, involving multiple disciplines such as government decision making, IT governance, software system development and maintenance, data and knowledge management. A system framework, called ESSFEGov, with features of service systems, is described based on analysis of egovernment public service systems as well as analysis of research in related areas. The framework, based on the Zachman framework approach, is holistic in the sense that it covers the entire life cycle of an egovernment public service system, as well as links multiple perspectives of various stakeholders. The framework establishes a foundation for further developing a systematic and engineering methodology for the development of e-government public service systems. A real world application is used to demonstrate the effect of the framework for the development of a government public service portal.

Key words: public service systems;egovernment;service systems;service engineering;Zachman framework