Alert-Driven E-government Service Management: A Case Study on Road Maintenance Management System

摘要

Effective and efficient process management is of paramount importance in today's businesses. This is also indispensable for the maintenance of public road system. Since the maintenance work involves lots of humans and critical conditions, the complex communication among government departments often delay progress of work and exceed the scheduled completion date. In order to shorten the time of communication among departments and facilitate the workflow of different maintenance stages, we develop a conceptual model of Road Maintenance Management System (RMMS). The RMMS makes use of alert mechanism and Web services for B2B interactions for handling urgent requests of road maintenance work. By using Web services, the RMMS integrates the internal systems of various government departments and major service providers. Based on the information provided by the involved parties, the RMMS analyzes and handles urgent requirements automatically and therefore could maintain the timeliness and accuracy of public road maintenance services.