Consolidating back office with a shared-services center : a case study from the housing facilities sector in the Republic of North Macedonia

Bogdanoska-Jovanovska, Mimoza (author), Blazeska Tabakovska, Natasha (author), Grueski, Dragan (author)

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.

• Language: English
• Keywords: e-government, back office, process reengineering, housing facilities sector, shared-service center, once-only principle
• Work type: Article
• Typology: 1.01 - Original Scientific Article
• Organization: FU - Faculty of Administration
• Publication status: Published
• Publication version: Version of Record
• Year: 2021
• Number of pages: Str. 69-90
• Numbering: Vol. 19, no. 2
• PID: 20.500.12556/RUL-135079
• UDC: 35:005.336.5:004
• ISSN on article: 2591-2240
• DOI: 10.17573/cepar.2021.2.04
• COBISS.SI-ID: 90211587

Note

Povzetek v slov. jeziku se nahaja na koncu revije, na str. 155.

• Publication date in RUL: 22.02.2022

Record is a part of a journal

• Title: Central European public administration review
• Publisher: Fakulteta za upravo
• ISSN: 2591-2240
• COBISS.SI-ID: 293849600

Licences

• License: CC BY 4.0, Creative Commons Attribution 4.0 International
• Link: http://creativecommons.org/licenses/by/4.0/
• Description: This is the standard Creative Commons license that gives others maximum freedom to do what they want with the work as long as they credit the author.
• Licensing start date: 30.11.2021

Secondary language

• Language: Slovenian
• Title: Preoblikovanje zalednih služb s pomočjo centra skupnih storitev : študija primera stanovanjskega sektorja v Severni Makedoniji

Abstract

Namen: Članek predstavlja inovativen pristop k preoblikovanju zalednih služb e-uprave z ustanovitvijo centra skupnih storitev na sektorski ravni. Zasnova/Metodologija/Pristop: Na študiji primera stanovanjskega sektorja v Severni Makedoniji avtorji dokazujejo, da je center skupnih storitev ustrezna rešitev za preoblikovanje zalednih služb e-uprave. Raziskovalni proces temelji na okviru, ki so ga Kettingers idr. podali za informacijsko podprte spremembe s celostnim, na podatkih temelječim pristopom. Ugotovitve: Članek opozarja na zapleten pretok informacij med posameznimi deležniki, obilico istih informacij in podatkov, zbranih od lokalnih deležnikov, ter obsežno breme za državljane in institucije. Preoblikovanje zalednih služb e-uprave z vzpostavitvijo centra skupnih storitev, kot je prikazano na študiji primera, odpravi težavo z redundanco podatkov, izrazito poenostavi pretok informacij in zmanjša obremenitev državljanov skladno z načelom »samo enkrat«. Vpliv v praksi: Članek prikazuje, da lahko z opazovanjem mreže vseh relevantnih deležnikov na ravni sektorja na podlagi pretoka osnovnih podatkov prepoznamo težave v zalednih službah, ki se ustrezno rešujejo z vzpostavitvijo centra skupnih storitev. To je lahko podlaga za nadaljnje študije o možnostih preoblikovanja zalednih procesov na sektorski ravni. Izvirnost/Vrednost: Študij, ki bi se nanašale na zaledne službe na sektorski ravni, v našem primeru v stanovanjskem sektorju, v strokovni literaturi skorajda ni zaslediti. Glede na pomanjkanje analiz, ki bi temeljile na pretoku informacij in vizualizaciji informacijskih tokov med sektorji (pred in po reformi), članek ponuja izviren prispevek k strokovni literaturi.

• Keywords: e-uprava, zaledne službe, proces preoblikovanja, stanovanjski sektor, center skupnih storitev, načelo »samo enkrat«