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    Citizen's charter driven service area improvement

    Access Status
    Fulltext not available
    Authors
    Fortuito, A.
    Bhuiyan, M.
    Haque, F.
    Shabnam, L.
    Krishna, Aneesh
    Withana, C.
    Date
    2016
    Type
    Conference Paper
    
    Metadata
    Show full item record
    Citation
    Fortuito, A. and Bhuiyan, M. and Haque, F. and Shabnam, L. and Krishna, A. and Withana, C. 2016. Citizen's charter driven service area improvement, Proceedings of Asia-Pacific Software Engineering Conference, APSEC, pp. 401-408.
    Source Title
    Proceedings - Asia-Pacific Software Engineering Conference, APSEC
    DOI
    10.1109/APSEC.2015.43
    ISBN
    9781467396448
    School
    Department of Computing
    URI
    http://hdl.handle.net/20.500.11937/51647
    Collection
    • Curtin Research Publications
    Abstract

    A government organisation's capability is reliant on its public service offerings in parallel with acceptable satisfaction level of its service recipients. Government organisations utilise a Citizen's Charter in order to furnish the public with comprehensive details of their service offerings that defines how their overall organisational goals are achieved. Studies on the implementation of Citizen's Charter in developing countries indicated that important social factors were not considered. Social factors can accelerate service delivery with the use of i* in goal-oriented modelling as it represent conditions expected from social actors and their social dependencies. By modelling role dependencies among actors carrying out services in a service area and applying vulnerability and criticality metrics, problem service areas were identified using the Citizen's Charter as a source of these methodologies. Improvements in these problem service areas were based on vulnerability and criticality levels of their corresponding actors. Recommendations to address these service areas include monitoring of key performance indicators of actors and task delegation when necessary.

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