I joined a presentation of Thomas Kohlborn in the course of the BPM Seminar Series who presented his research on the identification and the resulting quality of Service Bundles. Thomas Kohlborn is a PhD Candidate within the Information Systems Discipline at Queensland University of Technology, Brisbane, Australia. He currently works within the Smart Services CRC in the project “Business Service Management” focusing on Service Portfolio Management. As part of his PhD studies, he collaborates with Queensland Government to develop an improved approach to identify citizen-centric service bundles for the State Government Portal.

Abstract: E-government is seen as a promising approach for governments to improve their service towards citizens and become more cost-efficient in service delivery. This is often combined with one-stop government, which is a citizen-oriented approach stressing integrated provision of services from multiple departments via a single access point, often implemented as a one-stop government portal. The portal on the front-end presents government services together in bundles that are not necessarily aligned with the government structure. The main benefit of such service bundles is that they group services together, which are related to specific needs or customer segments and typically would be consumed together or at least, by being presented together as a group, fulfill an important information function with regard to the offered portfolio of services that are related to that specific need. The presentation will describe our current work with Queensland Government and discuss current challenges and ideas for future advancement. In particular, based on the utilization of attributes to identify services, the presentation will primarily focus on our current approach to evaluate the goodness of the identified bundles.