An Architecture for Facilitating Two-Way G2C Relationships in Public Service Delivery

Lukito Edi Nugroho, Sayuri Egaravanda, Kusuma Adi Achmad


Public service delivery is normally managed and executed by government institutions. While government institutions have employed certain measures to provide the best possible services, expected level of service still cannot be met at certain points. E-government applications have been used to remedy the situation, but their inability to capture specific and temporary user needs renders them ineffective in handling the situation posed by the specific needs. We propose an e-government application architecture that provides a structured way of accommodating specific and temporary needs out of a normal service. The architecture is built based on the principle of free flowing information between citizens and government. It allows a special user request to be made during a normal service, acknowledges it as an intervention that need specific attention from the service provider, and processes accordingly. We also describe how automation of G2C (government-to-citizen) mechanism can be designed in a cleaner and modular way.


e-government; G2C relationship; decision making; public services

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