International Journal of Information Studies Rafiqul Haque1, Ita Richardson, Eoin Whelan,Yehia Taher, Willem-Jan van den Heuvel,Samar Tawbi 3 2 2011 https://www.dline.info/ijis/fulltext/v3n2/ijisv3n2_5.pdf Processes are the main constituents of public services and as such demand correct and complete execution. Increasingly however, governments feel the pressuring need to deliver public services more quickly and personalized to the needs of local communities or citizens. This not only jeopardizes their quality but also requires them to form teams that combine deep technical and programming knowledge with business experts. It is the aim of this research project to deliver a framework that allows non IT-experts to customize prefabricated and generic processes by parameterizing them. This customization revolves around reference guidelines that accommodate multiple-viewpoints in a consistent manner.