Information Technology Reference
In-Depth Information
The DSS can be divided in five phases [25]: Intelligence - the organization is
identified, data is collected allowing the problem identification, classification and
statement; Design - formulates models of the developed solutions and alternatives that
allow us to solve the problem presented above and search for alternatives; Choice -
optimization of the objectives is done, the best alternative is selected and the plan for
implementation is made; Implementation - implementation of the selected template is
applied to the current context; Monitoring - monitoring the adopted solution, making
sure that it meets the proposed objectives.
3
Intelligence
Development and progress require organizational changes in local government. The
Town Hall has implemented a quality assurance system whose main objectives are to
provide the best service at the lowest cost to the taxpayer citizen [18]. It also joined
the government Simplex, who share the same goals of e-government initiatives [2]
and [15]. For quality assurance systems to succeed, the decisions making process
should be optimized and of high quality, and the information available in the
organization is regarded as something of extreme importance for this [27]. For
instance, there are certain requests that the organization needs to control, such as time,
to meet the deadlines set by Central Government [6], having only 10 working days in
some requests. In recent years the number of such requests has increased, making it
impossible to control them manually. Some requests cross several departments,
making the task even more difficult. In short, it is necessary that the solution allows
for access to data in a timely manner, be able to adapt the needs of the organization,
the data is correct, consistent and sharable.
4
Design
4.1
Identification of Business Requirements
To implement this solution, the global requirements identified by Teixeira et al., [24]
have been used for a local government. To obtaining these requisites, the
Requirements Engineering (RE) was used, employing the Sommerville process to
ensure the quality of requirements. By using this process, knowledge from the
stakeholders was acquired. In the end of the RE process, the following business
requirements where obtained and considered transversal to all local government
institutions [24]: statistical indicators; average response times; prediction of the
average response time; measurement of the citizens' level of satisfaction;
management of key business indicators. To ensure the pervasiveness of the data, Key
Performance Indicators (KPIs) are available in real-time, anywhere, anytime to
anyone.
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