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Raising Citizen-Government Communication with Business Process Models
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Author(s): Renata Araujo (Federal University of the State of Rio de Janeiro, Brazil), Claudia Cappelli (Federal University of the State of Rio de Janeiro, Brazil)and Priscila Engiel (Pontifical Catholic University of Rio de Janeiro, Brazil)
Copyright: 2015
Pages: 15
Source title:
Handbook of Research on Democratic Strategies and Citizen-Centered E-Government Services
Source Author(s)/Editor(s): Ćemal Dolićanin (State University of Novi Pazar, Serbia), Ejub Kajan (State University of Novi Pazar, Serbia), Dragan Randjelović (Academy for Criminalistic and Police Studies, Serbia)and Boban Stojanović (University of Niš, Serbia)
DOI: 10.4018/978-1-4666-7266-6.ch006
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Abstract
This chapter draws out the challenge of how to provide information to citizens with respect to organizational business processes, particularly public service processes. The aim is to discuss the issues concerning organizations' disclosure to citizens, particularly in describing how services are performed in these organizations. It relies on the idea that an urgent step to improve citizen participation in public matters, especially in public service delivery, is to provide citizens with ways to understand how and why internal processes must be conducted. The chapter reports on how business process models can be used for organizational communication and describes proposals to extend this communication to external actors. The conclusion presents remarks on challenges and future work.
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