Consolidating Back Office with a Shared-Services Center:
Purpose: The paper points out a novel approach to e-Government back-office reengineering based on creating a Shared-Services Center at the sectorial level. Design/Methodology/Approach: To prove the Shared-Services Center as a proper solution for e-Government back-office reengineering, the authors...
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| Format: | Article |
| Language: | English |
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University of Ljubljana Press (Založba Univerze v Ljubljani)
2021-11-01
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| Series: | Central European Public Administration Review |
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| Online Access: | https://journals.uni-lj.si/CEPAR/article/view/20540 |
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| author | Mimoza Bogdanoska Jovanovska Nataša Blazeska Tabakovska Dragan Grueski |
| author_facet | Mimoza Bogdanoska Jovanovska Nataša Blazeska Tabakovska Dragan Grueski |
| author_sort | Mimoza Bogdanoska Jovanovska |
| collection | DOAJ |
| description |
Purpose: The paper points out a novel approach to e-Government back-office reengineering based on creating a Shared-Services Center at the sectorial level.
Design/Methodology/Approach: To prove the Shared-Services Center as a proper solution for e-Government back-office reengineering, the authors used the case study of the Housing Facilities Sector in the Republic of North Macedonia. The research process follows Kettingers et al.'s framework of IT-enabled change with a holistic data-driven approach.
Findings: The study indicates a complex information flow between stakeholders, an abundance of the same information and data collected from local stakeholders, and enormous citizen and institutional burden. The e-Government back-office reengineering solution for the specific case study based on creating a Shared-Services Center overcomes the problem of data redundancy, radically simplifies the information flow, and reduces citizen burden in line with the "Once-Only" principle.
Practical Implications: The paper shows that by observing the network of all relevant stakeholders at the sectorial level, based on the information flow of core data, back-office problems can be identified, whereby the Shared-Services Center proves itself as a suitable solution. It may be a prerequisite for further studies on back-office process reengineering at the sectorial level.
Originality/Value: Publications concerning back-office research at the sectorial level and, as in our case, within the House Facility Sector are almost non existing in scientific literature. Considering that there is a lack of analyses based on information flow and visualization of the information-flow network at the sectorial level (before and after the reforms), this paper will add original value to scientific literature.
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| format | Article |
| id | doaj-art-03d01a30e1c847828601e5178fc727ab |
| institution | Kabale University |
| issn | 2591-2240 2591-2259 |
| language | English |
| publishDate | 2021-11-01 |
| publisher | University of Ljubljana Press (Založba Univerze v Ljubljani) |
| record_format | Article |
| series | Central European Public Administration Review |
| spelling | doaj-art-03d01a30e1c847828601e5178fc727ab2025-01-22T10:50:27ZengUniversity of Ljubljana Press (Založba Univerze v Ljubljani)Central European Public Administration Review2591-22402591-22592021-11-0119210.17573/cepar.2021.2.04Consolidating Back Office with a Shared-Services Center:Mimoza Bogdanoska Jovanovska0https://orcid.org/0000-0002-0016-1512Nataša Blazeska Tabakovska1https://orcid.org/0000-0002-6796-7190Dragan Grueski2https://orcid.org/0000-0002-1769-944XSt. Kliment Ohridski University in Bitola, Faculty of Information and Communication Technology, North MacedoniaSt. Kliment Ohridski University in Bitola, Faculty of Information and Communication Technology, North MacedoniaSt. Kliment Ohridski University in Bitola, Faculty of Information and Communication Technology, North Macedonia Purpose: The paper points out a novel approach to e-Government back-office reengineering based on creating a Shared-Services Center at the sectorial level. Design/Methodology/Approach: To prove the Shared-Services Center as a proper solution for e-Government back-office reengineering, the authors used the case study of the Housing Facilities Sector in the Republic of North Macedonia. The research process follows Kettingers et al.'s framework of IT-enabled change with a holistic data-driven approach. Findings: The study indicates a complex information flow between stakeholders, an abundance of the same information and data collected from local stakeholders, and enormous citizen and institutional burden. The e-Government back-office reengineering solution for the specific case study based on creating a Shared-Services Center overcomes the problem of data redundancy, radically simplifies the information flow, and reduces citizen burden in line with the "Once-Only" principle. Practical Implications: The paper shows that by observing the network of all relevant stakeholders at the sectorial level, based on the information flow of core data, back-office problems can be identified, whereby the Shared-Services Center proves itself as a suitable solution. It may be a prerequisite for further studies on back-office process reengineering at the sectorial level. Originality/Value: Publications concerning back-office research at the sectorial level and, as in our case, within the House Facility Sector are almost non existing in scientific literature. Considering that there is a lack of analyses based on information flow and visualization of the information-flow network at the sectorial level (before and after the reforms), this paper will add original value to scientific literature. https://journals.uni-lj.si/CEPAR/article/view/20540e-government, back office, process reengineering, housing facilities sector, shared-service center, once-only principle |
| spellingShingle | Mimoza Bogdanoska Jovanovska Nataša Blazeska Tabakovska Dragan Grueski Consolidating Back Office with a Shared-Services Center: Central European Public Administration Review e-government, back office, process reengineering, housing facilities sector, shared-service center, once-only principle |
| title | Consolidating Back Office with a Shared-Services Center: |
| title_full | Consolidating Back Office with a Shared-Services Center: |
| title_fullStr | Consolidating Back Office with a Shared-Services Center: |
| title_full_unstemmed | Consolidating Back Office with a Shared-Services Center: |
| title_short | Consolidating Back Office with a Shared-Services Center: |
| title_sort | consolidating back office with a shared services center |
| topic | e-government, back office, process reengineering, housing facilities sector, shared-service center, once-only principle |
| url | https://journals.uni-lj.si/CEPAR/article/view/20540 |
| work_keys_str_mv | AT mimozabogdanoskajovanovska consolidatingbackofficewithasharedservicescenter AT natasablazeskatabakovska consolidatingbackofficewithasharedservicescenter AT dragangrueski consolidatingbackofficewithasharedservicescenter |