eService

Abstract

Chapter 4 deals with the service management for eGovernment. Section 4.1 makes an argument for the interoperability of systems in order to facilitate exchange relations between heterogeneous system landscapes. The 12 process areas for public services to citizens, as proposed by the European Union, are presented in Sect. 4.2, whereas the eight areas for companies are shown in Sect. 4.3. In the line of an effect-oriented administration, municipality product catalogs were created and then digitized step by step (Sect. 4.4). A service-oriented application architecture for mobile eHealth services is presented in Sect. 4.5. The European Union runs a regular benchmarking to evaluate and compare administrative services (Sect. Sect. 4.6). Section 4.7 gives bibliographical notes. The case study presented at the end of this chapter is related to the service management dealing with electronic health records from scientists of the Medical University of Vienna that introduce to the project “electronic health record,” coordinated by the Austrian Ministry of Health.