Change management and quality of service through business process modeling: The N-VIS, a public sector project

Loumos, V; Christonakis, G; Mpardis, G; Tziova, P

dc.contributor.author	Loumos, V	en
dc.contributor.author	Christonakis, G	en
dc.contributor.author	Mpardis, G	en
dc.contributor.author	Tziova, P	en
dc.date.accessioned	2014-03-01T02:46:42Z
dc.date.available	2014-03-01T02:46:42Z
dc.date.issued	2010	en
dc.identifier.uri	https://dspace.lib.ntua.gr/xmlui/handle/123456789/32803
dc.subject	BPEL	en
dc.subject	BPMN	en
dc.subject	KPI	en
dc.subject	Visa	en
dc.subject.other	Application data	en
dc.subject.other	Business process modeling	en
dc.subject.other	Change management	en
dc.subject.other	Communication technologies	en
dc.subject.other	Direct impact	en
dc.subject.other	End-to-end monitoring	en
dc.subject.other	European Union	en
dc.subject.other	Human skills	en
dc.subject.other	Key performance indicators	en
dc.subject.other	Member state	en
dc.subject.other	Monitoring system	en
dc.subject.other	Program code	en
dc.subject.other	Public organizations	en
dc.subject.other	Public sector	en
dc.subject.other	Public-sector projects	en
dc.subject.other	Technical problem	en
dc.subject.other	Visa information systems	en
dc.subject.other	Information technology	en
dc.subject.other	Machine design	en
dc.subject.other	Outsourcing	en
dc.subject.other	Quality assurance	en
dc.subject.other	Quality control	en
dc.subject.other	Quality of service	en
dc.subject.other	Total quality management	en
dc.subject.other	Benchmarking	en
dc.title	Change management and quality of service through business process modeling: The N-VIS, a public sector project	en
heal.type	conferenceItem	en
heal.identifier.primary	10.1109/ITNG.2010.71	en
heal.identifier.secondary	http://dx.doi.org/10.1109/ITNG.2010.71	en
heal.identifier.secondary	5501572	en
heal.publicationDate	2010	en
heal.abstract	Outsourcing in the Public sector has become common practice in the United States and is spreading rapidly in the European Union. When Information & Communication Technologies (ICT) are involved, outsourcing becomes rather complex. In such cases, a clear definition of the processes to be implemented and a quality assurance monitoring system are crucial factors for success. In addition, globalization, world level financial instability and the need to adjust to evolving standards and requirements, compel Governments and Public Organizations to become more adaptable and to handle changes efficiently. This last constraint has a direct impact on the design of ICT systems; Business Process Modeling becomes mandatory as the most appropriate change management mechanism. In this paper, a new methodology is presented based on Business Process Modeling. Once the model is completed, the relative program code of the final system is produced. In addition to this system, an end-to-end monitoring platform is developed to continuously search, identify and assess technical and human deficiencies. This goal is achieved by following-up the quantitative and qualitative characteristics of the processes, through the creation and management of adequate Key Performance Indicators (KPIs). Once the technical problems are suitably addressed, the focus moves to human skills and competency. In this case, clearly defined training needs can be covered adequately and the system can be used optimally. This new methodology has already been tested successfully on a simple Bank application, a short description of which is included in this paper. The next step is to apply the methodology on N-VIS, the Greek National Visa Information System that is responsible for the exchange of visa application data between the Greek Authorities and the Schengen Member States. © 2010 IEEE.	en
heal.journalName	ITNG2010 - 7th International Conference on Information Technology: New Generations	en
dc.identifier.doi	10.1109/ITNG.2010.71	en
dc.identifier.spage	1300	en
dc.identifier.epage	1303	en