Connected service delivery framework: towards interoperable government

Efficient public service delivery is a primary task of public administration within any governance model. The main theme of modern governance implies an integrated, effective, and citizen-centric practices of government and administration as a prerequisite for a long-term positive development of the economy. Electronic public service delivery via e-government portal has become a convenient means for the customers—citizens and businesses—to fulfil their requirements. However, the quality of service delivery is heavily based on the level of integration of the services between different partners in the back office. Service integration requires good governance among partners in agencies in various departments and sometimes at different government levels. This chapter provides an interoperability integration framework that connects closely coordinated services based on Service-Oriented Architecture, Enterprise Service Bus, and Web services. The proposed framework is presented as an attempt to align the organizational structures and processes of different government departments while reducing implementation and ownership costs. The framework is applied to a realistic case example of integrating three different public services, namely applying for a Tourism Agency License, applying for a Vocational License, and applying for No Criminal Record Certificate, in a highly interoperable manner and a high level of adaptability to existing government policies and priorities.