A Framework for Customizing Public Services
Rafiqul Haque1, Ita Richardson, Eoin Whelan,Yehia Taher, Willem-Jan van den Heuvel,Samar Tawbi
International Journal of Information Studies, Vol. 3, No. 2, 2011.
DOI: 
Link: https://www.dline.info/ijis/fulltext/v3n2/ijisv3n2_5.pdf
Abstract:
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.