Approaches for mapping E-government services

Abstract

A process cartography, or process map, hierarchically classifies the processes of an organization into meaningful domains. It provides an overview of the operations in the organization, eases the identification of processes and facilitates the communication across departments. Switzerland has defined a unified cartography for E-Government Services (eCH-0145). In this work, we discuss advantages and disadvantages of this cartography by comparing it to related work and applying it to map the processes of a Swiss canton in a proof-of-concept field study. Then, inspired from related work, we introduce the matrix cartography based on a meta-process describing E-Government Services. We provide initial evidence that the matrix cartography can be used as an alternative to eCH-0145. Future work will include further confirming the suitability of the matrix cartography in collaboration with Swiss public administrations.