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Ontology for E-Government Public Services

INTRODUCTION In the past few years, information and communication technologies are increasingly used for provision of public services, improvement of managerial effectiveness and promotion of democracy, a development that is commonly termed as e-government (Gil-Garcia R., 2004). Transactional services (such as electronic forms) are an indispensable tool for delivering public services and can additionally be used for democracy promotion (e.g. via questionnaires and polls), playing thus a central role in e-government; in (European Commission, 1999) transactional services are perceived as future of e-government. Transactional services development and promotion has also been in the focus of specific projects and initiatives (e.g. European Commission, 2004) or supporting frameworks (e.g. UK online, 2004). E-government services have now been considerably developed to cover the basic services that should be delivered to citizens and enterprises (Cap Gemini, 2004). Administrations now realise however, that besides making available new electronic services or enhancing existing ones, a number of issues regarding electronic services has to be addressed, including: 1. e-service composition. In many cases, different public services need to be combined to fully service the needs of a service consumer (citizen or enterprise) in a particular point in time. This issue is often termed " handling of life events " (Wimmer, 2002). 2. e-service cataloguing. Mechanisms enabling service consumers to locate the available e-services should be provided (Gant, 2002). These mechanisms should cater for the needs of all service consumers through appropriate techniques, such as incorporation of multiple taxonomies for e-services (e.g. by delivering organisation, life event, by service category etc), provision of search facilities, retrieval of relevant legislative information etc. 3. change management. Legislation regarding governmental services is often revised, necessitating changes to the content or procedures of services (Vassilakis, 2003). Electronic services, are more prone to changes since the regulatory framework of electronic service provision can also be subject to modifications (e.g. stronger encryption or more strict authentication requirements), triggering additional maintenance activities. Whenever changes occur, the affected services (or service portions) must be located in order to undergo maintenance activities. Cascading effects may also appear,-2-e.g. if service A depends on service B and service B is modified, harmonisation actions may be needed for service A. 4. administrative responsibility. The administrative responsibility must be clearly reflected in all phases of electronic services lifecycle (Cassese and Savino 2004), since it determines both the authoritative source to define (or revise) requirements and procedures and the canonical bureau for …