Simulation and animation for adopting shared services: Evaluating and comparing alternative arrangements

被引:20
作者
Janssen, Marijn [1 ]
Joha, Anton [1 ]
Zuurmond, Arre [1 ]
机构
[1] Delft Univ Technol, Fac Technol Policy & Management, Informat & Commun Technol Sect, NL-2628 BX Delft, Netherlands
关键词
Adoption; Simulation; Animation; Transformation; Service; Service system; Shared services; Shared service benefits; Service-oriented government; Shared service organizations; Shared service centers; BUSINESS PROCESS CHANGE; E-GOVERNMENT;
D O I
10.1016/j.giq.2008.08.004
中图分类号
G25 [图书馆学、图书馆事业]; G35 [情报学、情报工作];
学科分类号
1205 ; 120501 ;
摘要
Although shared service organizations have the potential to improve government operations, the adoption of the organizational arrangements involved has been limited. Their impact may not be clear in advance and stakeholders may have conceptions about shared service arrangements. As such, there is a need for support for the adoption of shared services. In this paper, we develop and statistically validate simulation models to evaluate the impact of shared services, and in this way support their adoption. We analyze a case study involving municipalities that wanted to share services and found that simulation models facilitate discussions about alternative arrangements prior to implementation. The simulation models show that shared services can result in improved efficiency and service levels. However, the type of arrangement determines the level of efficiency, as high service levels can only be realized at the expense of efficiency, which means that the decision about the type of arrangement is not obvious. Decision-makers should understand the implications of shared service arrangement prior to implementation and make decisions with regard to key design variables. (C) 2008 Elsevier Inc. All rights reserved.
引用
收藏
页码:15 / 24
页数:10
相关论文
共 30 条
[1]  
*ACC, 2006, SHAR SERV GOVT SHAR
[2]  
[Anonymous], 2006, SERVICE ORIENTED ENT
[3]  
[Anonymous], SIMULATION GAMING
[4]  
Banks J., 2009, DISCRETE EVENT SYSTE, V5th
[5]  
Bergeron B., 2003, ESSENTIAL SHARED SER
[6]   Evaluating electronic local government in the UK [J].
Beynon-Davies, P ;
Williams, MD .
JOURNAL OF INFORMATION TECHNOLOGY, 2003, 18 (02) :137-149
[7]   E-government adoption: A cultural comparison [J].
Carter, Lemuria ;
Weerakkody, Vishanth .
INFORMATION SYSTEMS FRONTIERS, 2008, 10 (04) :473-482
[8]  
Checkland P., 1981, Systems thinking: Systems practice
[9]   Impact of service orientation at the business level [J].
Cherbakov, L ;
Galambos, G ;
Harishankar, R ;
Kalyana, S ;
Rackham, G .
IBM SYSTEMS JOURNAL, 2005, 44 (04) :653-668
[10]   PROCESS MODELING [J].
CURTIS, B ;
KELLNER, MI ;
OVER, J .
COMMUNICATIONS OF THE ACM, 1992, 35 (09) :75-90