Electronic Government: First International Conference, EGOV 2002, Aix-en-Provence, France, September 2-5, 2002. Proceedings (Lecture Notes in Computer Science (2456))

In defining the state of the art of E-Government, EGOV 2002 was aimed at breaking new ground in the development of innovative solutions in this impor­ tant field of the emerging Information Society. To promote this aim, the EGOV conference brought together professionals from all over the globe. In order to obtain a rich picture of the state of the art, the subject matter was dealt with in various ways: drawing experiences from case studies, investigating the outcome from projects, and discussing frameworks and guidelines. The large number of contributions and their breadth testify to a particularly vivid discussion, in which many new and fascinating strands are only beginning to emerge. This begs the question where we are heading in the field of E-Government. It is the intention of the introduction provided by the editors to concentrate the wealth of expertise presented into some statements about the future development of E-Government. Title Page Copyright Page Preface Program Committee Table of Contents Electronic Government: Where Are We Heading? 1 What Electronic Government Is About 2 Electronic Service Delivery: The Immediate Perspectives 3 Broadening the View: Government and Public Administration from a Systemic Perspective 4 Taking the Potential of Information Technology Seriously 5 Political Support - A Window of Opportunity 6 Implementation - The Hidden Threat to e-Government References Centralization Revisited? Problems on Implementing Integrated Service Delivery in The Netherlands 1 Introduction 2 Research Method 3 Main Problems in the Cases 4 Situations in Which They Are More Probable 5 Towards More Centralization? Acknowledgements References From Web sites to e-Government in Germany 1 Introduction 2 Cities "Internet Projects" As Website Collections 3 Digital Signature and the Media@Komm Lead Projects 4 The Memorandum "Electronic Government" 5 Thresholds Hampering Cooperation 6 Shared Strategies towards Implementation References BRAINCHILD. Building a Constituency for Future Research in Knowledge Management for Local Administrations 1 Relevance 2 New Paradigm 3 Knowledge Management 4 Public Administration 5 C.K.O.s in Public Administration 6 The Need Organizing for Online Service Delivery: The Effects of Network Technology on the Organization of Transactional Service Delivery in Dutch Local Government 1 Introduction 2 The Service Delivery Paradox 3 The Changing Organizational Landscape 4 Cases of New Organizational Forms in The Netherlands 5 Conclusion References Public Sector Process Rebuilding Using Information Systems 1 Introduction 2 Reorganizing the Processes 3 Indicators of Change in Institutional Setting for IS Use 3.1 Quangos and Outsourcing: Reorganizing the Incentives and Management 3.2 Virtual Organizations, Teleworking, Internet: Reorganizing the Face of the Public Sector 4 Conclusions: Re-building the Work Processes References What Is Needed to Allow e-Citizenship? 1 The Austrian View to Approach e-Citizenship 2 Structured e-Government 3 Enabling Change Management 4 Interoperable Documents 5 Integrated Signature 6 Automatic Identification of All Parties Involved 7 Finally Structuring Organization References Private Sanctity -e-Practices Overriding Democratic Rigor in e-Voting 1 Introduction 2 The Election 3 The Investigation 3.1 The Findings 3.1.1 Participation 3.1.2 Voting Method 3.1.3 Reasons for Voting 3.1.4 Reasons for Not Voting 3.1.5 The Sacred Act of Voting? 3.2 Privacy and Integrity 3.3 Convenience 4 Discussion References Reconfiguring the Political Value Chain:The Potential Role of Web Services 1 Introduction 2 The Political Value Chain 3 The Value Reconfiguration Process 4 Web Services: An Emerging Standard 4.1 The Web Services Architecture 4.2 Building Web Services 5 Preliminary Conclusions:Exploring the Potential Role of Web Services References The E-GOV Action Plan in Beijing 1 IT Brings New Opportunities and Challenges 2 Internet in China 2.1 The Growth of Internet Users in China Shown in Figure 1 2.2 Here Is the Statistics/lnvestigation from CNNIC in 0112002 2.3 Penetration of IT in Beijing(OI/2002) 3 The E-GOV Action Plan in Beijing 4 The E-GOV Action in Beijing: First Stage (1998-2000) 4.1 Establish the Capital Public Information Platform (CPIP) 4.2 Develop the Portal Website for the Municipal Government(http://www.beijing.gov.cn) 4.3 Construct the Internal Network for the Government Departmentsand Computerize the Civil Services 4.4 Promote Important Application Projects 5 The E-GOV Action in Beijing: Second Stage (2001-2002) 6 The E-GOV Action in Beijing: Third Stage (2003-2005) 7 Conclusion The POWER-Light Version:Improving Legal Quality under Time Pressure 1 Introduction 2 Managing Corporate Knowledge 3 The POWER Modeling Process 4 POWER-Light 4.1 The Structural Analysis 4.2 Domain Analysis 5 Operating Procedure (Putting the Quick-Scan into Practice) 6 Benefits of POWER-Light 7 Experiences with POWER-Light So Far 8 Conclusions References Intranet "SaarlandPlus" - Enabling New Methodsof Cooperation within the Ministerial Administration 1 Introduction 2 Implementing the Intranet SaarlandPlus -Experiences within the Ministerial Administration 2.1 Business Case and Challenges 2.2 Conception and Implementation 3 Conclusion References e-Learning for e-Government 1 Trends in Education for Central and Local Government 2 Learning Resources, Course Descriptionand Learning Activities 3 The Use of a Brokerage Platform for Learning Resources 3.1 Main Function of the System 3.2 Description of the Functions 3.2.1 Registering to the System 3.2.2 Searching for a Course Description or a Learning Resource 3.2.3 Booking and Delivery of a Learning Resource 3.2.4 Contribute 4 Supporting Educational Activities 5 Conclusions Bibliography and Web Sites Multi-level Information Modelingand Preservation of eGOV Data* 1 Introduction and Approach 2 Multi-level Model Dependency Graphs 3 Preservation Issues 4 Conclusion References Appendices Appendix A: Types of Ballots Appendix B: Visual Markings and NORC Codes Used Appendix C: Harmonized Codes Appendix D: Standards Appendix E: Scenarios e-Government and the Internet in the Caribbean:An Initial Assessment References Towards Interoperabilityamongst European Public Administrations 1 Interoperability in European Public Administrations 2 Agent Responsibilities in the Scope of InfoCitizen 3 InfoCitizen Architecture Component Hierarchy Location of Components 4 Iber Agents Agents Services Directory Communication Supervised Running 5 Integration of Iber Agents with Other Modules References Assessing e-Government Implementation Processes:A Pan-European Survey of Administrations Officials 1 Methodology 2 Results 2.1 Benchmarking by the European Commission 2.2 Authentication 2.3 Financing e-Government Investments 2.4 Priorities in Creating Benefits for the Citizens and the Businesses 2.5 Benefits for the Administration and the Government 2.6 Fears Induced by the Development of e-Government(As Perceived by Administrations) 2.7 Barriers and Facilitators 2.8 Priorities within Administrations 3 Perspectives A One-Stop Government PrototypeBased on Use Cases and Scenarios 1 Introduction 2 Use Cases and Scenarios 3 Architecture of the Prototype 4 Operation of the Prototype 5 Conclusions References Reflections on the Requirements Gatheringin an One-Stop Government Project 1 Introduction 2 Basic Types of Requirements 3 Sources of Requirements 4 Surveys in the eGOV Project 5 Insights Gained from the Analysis 5.1 Citizens and Businesses 5.2 Public Administrations References Understanding and Modelling Flexibilityin Administrative Processes 1 The Challenge to Support Administrative Processes 1.1 Characteristics of Administrative Processes 1.2 The Quest for Flexibility 2 Modelling for Flexibility in Administrative Processes 2.1 Focussing on Actors and Relations within Processes 2.2 Modelling Admin Points and Process Patterns 3 Discussion References Business Process Management -As a Method of Governance 1 It Does Not Go without Strategy and Examinable Goals 2 Organizational-Learning As an Important Goal 3 Co-operation between AuthoritiesAs an Element of the Cultural Change 4 Process Responsibility As Instrument of Sustainability Proposal for a Dutch Legal XML Standard 1 Introduction 1.1 Why a Legal XML Standard? 1.2 RDF and Representation of Meaning 1.3 Aims of the Proposed Standard 2 Description of Documents 3 Terminology 3.1 Time and Change 4 State of the Proposal Acknowledgements References Size Matters - Electronic Service Deliveryby Municipalities? 1 Introduction 2 ESD, Fast and Slow 3 ESD, Large and Small 4 The Rationale of Local Service Deliveryand Local ESD Development 5 Possibilities for Co-operation in, and Centralisation of ESD 6 Conclusion References Administration 2000 - Networking Municipal Frontand Back Offices for One-Stop Government 1 One-Stop Government - New Servicesfor Entrepreneurs, Public Administration and Citizens 1.1 Example of the Life Event Move House 2 Demands of Administrations 3 Advantages 3.1 Advantages for Public Administrations 3.2 Advantages for Citizens 3.3 Advantages for Enterprises 4 The Solution Components 4.1 Technical Overview 4.2 Best Practice Modules 4.3 The Methodology Approach 4.4 Operation Concept and Security Concept 4.5 SBS Services 4.6 Our Solution Partners The Experience of German Local Communities withe-Government - Results of the MEDIA @Komm Project 1 The Multimedia Initiativeof the National Government MEDIA@Komm 2 Present State of Implementation in the Model Municipalities 2.1 Free Hanseatic City of Bremen 2.1.1 Successfully Implemented Local Community Applications 2.2 Niirnberg Municipal Association 2.2.1 Successfully Implemented Local Community Applications 2.3 Esslingen/Ostfildern 2.3.1 Successfully Implemented Local Community Applications 3 Experience with the Use of Digital Signatures 3.1 Development of the Legal Framework 3.2 Technology and Security 3.3 Benefits and Acceptance 4 Practical Problems of Usein the Local Community Administration 5 Factors for the Success of e-Government Electronic Public Service Deliverythrough Online Kiosks: The User's Perspective 1 Introduction 1.1 UK Government IT Initiatives 1.2 The IT Strategy at Regional Level 2 The Context of Online Kiosks 3 Research Methodology 4 Results 5 Conclusion References FASME - From Smartcards to Holistic IT -Architecturesfor Interstate e-Government 1 Introduction 2 Objectives versus Results 3 Divergence and Change 4 Conclusions References The Local e-Government Best Practicein Italian Country:The Case of the Centralised Desk of "Area Berica" 1 Introduction: The Context 2 The Centralised Desk 3 The Definition of the Case 4 The Identification of" As Is" Analysisto the Definition of "To Be" Process 5 Implementation Plan 6 The Actualisation Status 7 Conclusions References The Immanent Fields ofTension Associated with e-Government 1 Many Unsolved Problems Despite Long Traditions 2 There Is Something That Gives a Meaningto Administrative Processes 3 Understanding Public Administration As a Complex System 4 True Administrative Logics Do Exist -Even Numerous Different Ones 5 But Who Is Entrepreneur, Bureaucrat and Politicianat the Same Time? Acknowledgements References VCRM - Vienna Citizen Request Management 1 Introduction 2 Goal and Objectives 3 The Procedures 4 vCRM Web Client 5 Vision 6 Conclusion References Public-Private Partnerships to Manage Local Taxes:Information Models and Software Tools 1 Introduction 2 The Proposed Model 3 The SO.SE.CO Project 4 Implementation Issues References E-MuniS - Electronic Municipal Information ServicesBestPractice Transfer and Improvement Project:Project Approach and Intermediary Results 1 Project Main Goals and Expected Benefits 1.1 Project Background 1.2 Description of the Project Objectives 2 Consortium 3 Key Issues 3.1 Project Aims 3.2 Project Approach 4 Results from the 1st Stage of the Project 4.1 Methodological Remarks 4.2 Intermediate Results 4.2.1 IT in EU Municipalities 4.2.2 IT in South East European Municipalities 4.2.3 Further Proceeding 5 Outlook References Some Specific e-Government Management Problemsin a Transforming Country 1 Introduction. Statement of the Problem 2 The Challenge 3 Specific e-G Managerial Requirements. Case Study Romania 4 Conclusions References Towards a Trustful and Flexible Environmentfor Secure Communicationswith Public Administrations 1 Introduction 2 Development of a PKI Based on New Design Goals 3 Description Language for Eforms: A New Design 4 Conclusions References Supporting Efficient Multinational Disaster Responsethrough a Web-Based System 1 Introduction 2 Design Principles to Support Efficient Disaster Response 3 ARCE Implementation and Evaluation 4 Conclusions References KIWI: Building Innovative Knowledge ManagementInfrastructure within European Public Administration 1 Introduction 2 The Innovation Process in the Public Sector:The e-Government 3 The Key Process: The Knowledge Management 4 The System Architecture 4.1 The Components 5 Conclusions References Elektronische Steuer Erlass Dokumentationa Documentation on Official Tax Guide Lines 1 History 2 Declared Aims 3 Technical and Organisational Aspects of ESED 4 Lessons Learned 5 Prototype 6 Prospects Voting in the New Millennium:e Voting Holds the Promise to Expand Citizen Choice 1 Introduction 2 Using a Smart Card As the Key to the Voting Process 3 The Role of the Card 4 Extended Roles of the Card 5 The Voting Server (Verification) 6 The User 7 The Card and the Voting Session (Transaction) 8 Issues for Consideration 9 ConclusionOne References e-Democracy Goes Ahead. The Internet As a Toolfor Improving Deliberative Policies? 1 Introduction 2 Steps of Participation in the Internet 2.1 Information 2.2 Consultation 2.3 "Active Participation" 3 Adaptability of Applications 4 Multi-channel Strategy 5 Conclusions References Discourse Support Systems for Deliberative Democracy 1 Introduction 2 Conceptual Model of Discourse Systems 3 Generic Use Cases 4 Overview of Zeno 4.1 Data Model 4.2 User and Group Management 4.3 Role-Based Security Model 4.4 Moderation and Editing Facilities 5 e-Democracy Applications of Zeno 6 Conclusion References Citizen Participation in Public Affairs 1 Introduction 2 Objectives of e-Consultation 3 e-Consultation on Sustainable Development 4 Analysis of Comments 5 Evaluation of the Process 6 Conclusions References An Approach to Offering One-Stope-Government Services - Available Technologiesand Architectural Issues 1 Some Requirements for One-Stop e-Government 2 Operational Implications of One-Stop Service Offerings 3 Building Blocksfor an One-Stop Service Provision Architecture 4 Technologies That Can Serve One-Stop Services 5 A Discussion of Principles Acknowledgements References e-Governance for Local System:A Plan and Implementation Experience 1 Introduction 2 The Telematic Plan 3 The Implementation of the Plan 4 Conclusions References Transactional e-Government Services:An Integrated Approach 1 Introduction 2 Experiences from an Electronic Service's Life Cycle 3 Proposed Approach 4 Conclusions References Electronic Vote and Internet Cam paining:State of the Art in Europe and Remaining Questions 1 Introduction 2 Do People Seek Political Information on the Internetduring Election Campaign? 3 Do the Use of Internet Enhance Voting Turnout? 4 What Do We Know about the Young Peopleand Politics on the Internet? 5 Trust, Rituals and Electronic Voting 6 Conclusion A Citizen Digital Assistant for e-Government 1 Introduction 2 Requirements for Secure and Trusted Interactions 3 Implementation Aspects and Application Scenarios 4 Conclusion and Future Work References A System to Support e-Democracy 1 Introduction 2 WEBOCRAT System Functional Overview 3 Customization Support in the WEBOCRAT System Acknowledgements References 1ST-Project:AIDA - A Platform for Digital Administration 1 Project Overview 1.1 The Consortium 1.1.1 INFONOVA 1.2 General Objectives 1.2.1 Advantages of Electronic Documents 1.2.2 Aims of the Project 1.3 Technical Objectives 1.3.1 Signature Tenninal 1.3.2 e-Documents 1.3.3 Management Platform for e-Documents 2 Case Studies 2.1 Exam Admission Service 2.2 Request for Extract from Birth-Book and Birth-Certificate 2.3 Permission for Lowering Accommodation Costs for Kindergarten Care Main Achievements e-Government Strategies:Best Practice Reports from the European Front Line 1 Context and Drivers of Changein Government and Governance 2 Lessons and Experiences from Europe 2.1 Inter-governmental Process Re-engineering 2.2 Inter-governmental Process Re-engineering 2.3 Services Delivery 2.4 Access for All 2.5 Legal Issues, Security and Trust 2.6 Technology 2.7 Finance References CITATIONCitizen Information Tool in Smart Administration 1 Introduction 1.1 Background 2 Architecture 2.1 Representative Objects 2.2 Extractor Module 2.3 Ontology Model & Domain Ontology 2.3.1 Entities & Relationships 2.3.2 Semantic Characterisation 2.3.3 Meta-information 3 Results 4 Conclusions Acknowledgments References Clip Card: Smart Card Based Traffic Tickets 1 Project Objective 2 Project Status 3 Functional Overview 4 Interfaces with Administrations, etc. 5 Key Questions Addressed 5.1 Technical Availability, Reliability Security Aspects Cross-Border Payments 5.2 Legal Procedures of the Administration Administration Data Bases Clip Card Trial 5.3 Human Usability Wardens Quality of Work and Future Prospects VISUAL ADMIN - Opening AdministrationInformation Systems to Citizens 1 Need for Simplifying Administration Processes 2 VISUAL ADMIN As a eGovernment Online Solution 3 Identified Requirements 3.1 Portal Organization 3.2 Case Processing 3.3 "Official Tender" eProcedure 3.4 Case Monitoring and Supervision 3.5 Security & Rights Management 3.6 Accessibility 3.7 Organizational Issues 4 Rationale for the VISUAL ADMIN Platform 5 Benefits Associated to VISUAL ADMIN e-Government Observatory 1 Description of Work in The e-Government Observatory 1.1 eEurope Context 1.2 IDA Context 1.3 Scope of Work 2 Activities Area 1: eGovernment Surveillance Central Repository and Continued Surveillance: National and Regional Initiatives and R&D Results: Area 2: In-depth Information References Requirements for Transparent Public ServicesProvision amongst Public Administrations 1 The Problem Addressed by the InfoCitizen Project 1.1 Transparent Public Services Provision 1.2 Multi-agent Setting 2 Knowledge-Based Intelligence for InfoCitizen e-Government 3 Conclusion References CB-BUSINESS: Cross-Border Business Intermediationthrough Electronic Seamless Services 1 Introduction 2 CB-BUSINESS Objectives 3 CB-BUSINESS Approach 4 Current Project Status References Bridging the Digital Divide with A V ANTI Technology 1 Why Do We Need AVANTI? 2 How We Are Approaching the Problem 3 Involving the Technology Partners 4 Components of the Solution 5 Applications for the Technology 6 Future Enhancements 7 An Integrated Service Offering 8 Summary An Integrated Platform for Tele-votingand Tele-consulting within and across European Cities:The EURO-CITI Project 1 Introduction 2 The EURO-CITI Platform: Architecture and Services 2.1 EURO-ClTI Architecture 2.2 EURO-CITI Tele-voting 2.3 EURO-CITI Tele-consulting 3 Characteristics 4 Development 5 EURO-CITI Security/Privacy Elements 5.1 Public Key Infrastructure 6 Conclusions and Future Work Acknowledgments References EURO-CITI Security Manager: SupportingTransaction Services in the e-Government Domain 1 Introduction 2 Basic Networking Requirements for the EURO-CITI Platform 3 User Access Security Infrastructure 4 Secure Communications between EURO-CITI Servers 5 Services between Cooperating EURO-CITI Servers 6 Conclusions References SmartGov*: A Knowledge-Based Platformfor Transactional Electronic Services 1 Introduction 2 SmartGov Objectives 2.1 Trust in Electronic Services 3 Technical Aspects 3.1 The Knowledge-Based Core System 3.2 The Services and Applications 4 SmartGov Pilot Application 4.1 General Secretariat of Information Systems 4.2 City of Edinburgh Council 5 Current State and Future Work References Best Practice in e-Government 1 The Evolution of e-Government 1.1 From Information to Integration 1.2 From G2C and G2B to G2G 2 Needs of G2C Systems 2.1 The Opinion Poll of the Austrian Computer Society 2.1.1 Essential Function 2.1.2 Required Functions 2.2.3 Useful Functions 2.2.4 "Nice to Have" Function 3 Needs of G2B Systems 4 Needs ofG2G Systems 5 Technical Infrastructure - Outlook References e-Government Applied to Judicial Notices andInter-registrar Communications in the European Union:The AEQUITAS Project 1 Introduction 2 Participants 2.1 Juridical Operators 2.2 Other Participants 3 Objective 4 Document Catalogue 5 AEQUITAS Informatic Tool 5.1 Object 5.2 Users 5.3 Technical Structure Architecture Certificates 5.4 General Workflow 6 Conclusion The Concepts of an Active Life-Event Public Portal 1 Introduction 2 Approaches to Provision of Services Using Web-Portals 2.1 Simple 'Self-service' Portals 2.2 Life-Event Based Portals 3 The Architecture of an Active Life-Event Portal 3.1 Level of Topics 3.2 Level of Life-Events 3.3 Level of Procedures 3.4 Data Model of Communication Interface 4 Conclusions References New Services through Integrated e-Government 1 Introduction 2 Requirements for an Integrated Framework 3 Architecture 4 New Services Literature Risk Assessment & Success Factorsfor e-Government in a UK Establishment 1 Motivation for the Research 2 eGovernment Risk Factors 2.1 Technological and Implementation Risk Factors 2.2 Social and Human Risk Factors 2.3 Financial Risk Factors 2.4 Legal Risk Factors 3 Potential Success Factors for eGovernment 4 Conclusion References Quo Vadis e-Government? - A Trap between UnsuitableTechnologies and Deployment Strategies 1 Introduction 2 Digital Signature and Smart Cards -The Right Technological Pre-requisites for e-Government? Step 1: The Importance of Forms Step 2: Using an Intelligent Screen Dialog Step 3: The Electronic Inbox 3 Strategies Concerning the Procedural Modelfor the Deployment of eGovernment 3.1 Basics and Methodology of the Survey 3.2 Results 3.3 A Procedural Model for the Deployment of eGovernment 4 Summary and Conclusion A New Approach to the Phenomenon of e-Government:Analysis of the Public Discourse on e-Governmentin Switzerland* 1 A New Perspective 2 Assumptions and Basic Hypothesis 3 Methodology and Research Question 4 Results of Analysis6 5 Conclusion and Prospect for the Continuation of the Research9 References10 Self-regulation in e-Government: A Step More 1 Introduction 2 The Code of Practice 2.1 Introduction 2.2 The APTICE Association: Membership 2.3 The APTICE Code 2.4 Guarantee Agencies 3 Organisational Initiatives 4 Codes 5 Conclusion UK Online: Forcing Citizen Involvementinto a Technically-Oriented Framework? 1 Introduction 2 Governmentality 3 Technicality 4 Connecting Governmentality and Technicality 5 Conclusion Data Security: A Fundamental Right in the e-Society? 1 A Changing Society and a Changing State 2 Establishing a Position on Data Security 3 Security and Certainty 4 Conclusion References Legal Design and e-Government:Visualisations of Cost & Efficiency Accountingin the wifl e-Learning Environmentof the Canton of Zurich (Switzerland) 1 Legal Design and e-Government 2 Starting Point 3 Objective 4 Learner Features and Need Analysis 5 Visualising Cost & Efficiency Accounting 5.1 Visualising Text As a Multi-stage Procedure 5.2 Conceiving the Visualisation Identifying the Topic: What Cost & Efficiency Accounting Is Processing the Topic: What Cost & Efficiency Accounting Is 6 Findings References The First Steps of e-Governance in Lithuania:From Theory to Practice 1 Introduction 2 Theoretical Perception of e-Government in Lithuania 3 Quality of Communication by Internetbetween Citizens and Government 3.1 Experimental Methodology 3.1.1 Research Stage One 3.1.2 Research Stage Two 3.2 Analysis of the Websites 3.3 Research on the Internet Communication 4 Conclusions References The Role of Citizen Cards in e-Government 1 Purpose of the Card 2 Requirements for All Citizen Cards 2.1 Secure Electronic Signature 2.2 Personal Identity Link (PID) 2.3 Optional Info-Boxes 3 Provision of Certification Services 4 Possible Uses for Citizen Cards 5 Technology Independence 6 Scenario of a Typical e-Government Session 7 Conclusion References Indicators for Privacy Violation of Internet Sites 1 Introduction 2 What Should Be Identified? 3 What Can Be Identified - Potential Indicators? 4 A Word About the Technical Details 5 Actions against Potential Misuse 6 Final Remarks - Perspectives Verifiable Democracy a Protocol to Securean Electronic Legislature 1 Introduction 2 Background: Tools and Terminology 3 Verifiable Democracy Protocol -A Democratic Threshold Scheme References Arguments for a Holistic and Open Approachto Secure e-Government 1 Introduction 2 Technical Security Aspects 2.1 Authentication 2.2 Privacy 2.3 Different Security Levels of Data 2.4 Data Integrity and Safety 2.5 Quality of Service 3 Social Security and Anonymity Aspects 3.1 Trust 3.2 Privacy and Simplicity 3.3 Anonymity 4 Conclusion References Supporting Administrative Knowledge Processes* 1 Introduction 2 Knowledge Management in Public Administration 3 The Knowledge Management System Reference Architecture References IMPULSE: Interworkflow Model for e-Government 1 Workflow Tools in a Cross-Agency Process 2 e-Government: Transactions across Different Systems 3 Interworkflow Modelling 4 Connector Agents with External WFMS/G W 5 Further Work 6 Conclusion References Visualization of the Implications of a ComponentBased ICT Architecture for Service Provisioning 1 Introduction 2 Project Description 3 Visualization Support 4 Evaluation References Author Index