Effective e-Government Process Monitoring and Interoperation: A Case Study on the Removal of Unauthorized Building Works in Hong Kong

Recent advances in information and communication technologies (ICT) have redefined citizens' expectations of the government and its services. Prompted by citizens' demand for a more responsive government, public sector has been grappling with how best to utilize ICT to deliver public services. This paper analyzes the existing workflow arrangement for the removal of unauthorized building works in Hong Kong and proposes to improve the performance of e-government process monitoring and interoperation through more efficient inter-organizational collaboration by deployment of Web services and alert management. The process interoperation requirements are defined in a uniform event-condition-action rule format for workflow interoperation and exception handling. We have proposed to use an alert management system (AMS) to monitor urgent and important tasks to ensure that they have been properly attended. The progress of the whole process is monitored to ensure timeliness of services