A WORKFLOW BASED APPROACH FOR
E-ADMINISTRATION PROCESSES
Saïda Boukhedouma, Latifa Mahdaoui and Zaia Alimazighi
University of Science and Technologies Houari Boumediene (USTHB)
Faculty of Electronic et Computer Science – Computer Science Department
LSI Laboratoiry – ISI Team, USTHB, El Alia BP n°32, Bab Ezzouar, Algiers, Algeria
Keywords: e-Government, e-governance, e-administration, inter-organizational workflow, process.
Abstract: The use of ICT (s) led to the reengineering of business processes in e-commerce area favoring thus,
continued orientation to the client. The same idea seems to be renewed in the area of governance. E-
administration appears at the center of any e-governance project. In fact, it covers the entire administrative
processes (considered as business processes) whose mission is to serve citizens or businesses. On the other
hand, the workflow based approach is appropriate for process modelisation particularly, in the case of well
structured processes and whose steps are clearly defined. In this context, we propose a solution for modeling
e-administration processes, based on workflow concepts and technologies at different levels highlighting,
intra and inter-organizational interactions in the system. The solution is illustrated by a case study relative to
the “voting process” (electoral process).
1 INTRODUCTION
Technologies have always been an important factor
influencing changes in human organizations,
particularly in their working way. Beyond the
business where the use of ICT(s) led to the
reengineering of business processes favoring
continued guidance to the client (customer), the
same idea seems to be renewed in the area of
governance. With the emergence of new concepts
such as internationalization and globalization, a new
vision of the governance processes is born.
Nowadays, the quality of work has become a
major concern of businesses (entreprises) and
administrations. One of the definitions most
commonly cited in the literature is based on the
equation (St-Amant, Renard, 2005):
e-governance = e-government + e-democracy
If the volet of e-democracy still evokes a lot of
questions and controversies, e-government seems to
be more within reach because it is essentially based
on e-administration. This latter is a set of
administrative processes (considered as business
processes) whose mission is to serve citizens or
businesses. These services can be part of a
relationship "Government to Citizen" (G to C),
"Government to Business (B to G) or "Government
to Government "(G to G).
The automation of administrative processes is
not new (St-Amant, Renard, 2005), (El-Djamali &
al., 2004), (Parrado, 2002), the added value in this
case is supposed to be a better performance at work
and a greater satisfaction of the citizen (Van
Bastelaer & al., 2004). However, in most cases, this
has been possible only through a global or a partial
review of the process models governing such
organizations. For process modeling, a workflow
based approach is favoured, particularly when the
considered processes are well structured and whose
steps are clearly defined. Therefore, we propose a
solution based on workflow (concepts and
technologies) at different levels for designing and
implementing e-administration processes. The
interaction "citizen-administration" is provided via a
portal site, representing the Front Office level.
The intra-organizational and inter-organizational
interactions are performed respectively, by using
traditional workflows and inter-organizational
workflows, these are the Middle Office and the Back
Office levels.
436
Boukhedouma S., Mahdaoui L. and Alimazighi Z. (2008).
A WORKFLOW BASED APPROACH FOR E-ADMINISTRATION PROCESSES.
In Proceedings of the Fourth International Conference on Web Information Systems and Technologies , pages 436-446
DOI: 10.5220/0001520904360446
Copyright
c
SciTePress
The rest of this paper is structured as follows:
Section 2 describes some related works established
in the workflow and the e-governance domains.
Section 3 presents some definitions of key
concepts manipulated in this work.
Section 4 describes the workflow meta-model on
which our solution is based, and outlines the main
steps of the designing approach.
Section 5 reviews a case study relative to the
management of the voting process (electoral
process), it particularly concerns the phase
“Purification of the Election File”. In the same
section, a general architecture of our solution is
presented.
Section 6 shows some implementation results.
2 RELATED WORKS
The areas of e-governance and e-administration
constitute currently an intense axis of reflection and
research, highlighting the use of ICT(s) for
improving the quality of services and benefits
provided to individuals and/or organizations (St-
Amant, Renard, 2005), (Belmihoub, 2004), (Michel,
2004). Many researchers focus on strategies,
development and implementation of e-government
solutions (Siau & Long, 2005b), (Chen & al., 2006)
and (Shirish & al., 2007). Authors in (Siau & Long,
2005b), synthesize the main existing e-government
stage models and propose a new stage model
providing a synthesized conceptual framework.
On the other hand, the workflow technology is
considered as the favorite tool of BPR (Business
Process Reengineering). It enables the modeling and
automation of business processes. Its use extends
increasingly to cover inter-organizational exchanges,
particularly in the area of e-commerce. Many works
in this area, describe different architectures enabling
several forms of cooperation among organizations
(Chebbi & al., 2006), (Van der Aalst, 1999).
Our idea is based on extending the workflow
models to support business processes related to e-
administration area. For this, we propose an
infrastructure allowing static and dynamic modeling
of intra-organizational and inter-organizational
aspects. Some works as (Corradini & al., 2007)
address the problem by proposing a methodological
framework for implementing business rules to
support inter-organizational interactions at the
application level. (Beer & al., 2005) propose a
distributed architecture that supports interoperability
of workflow systems for e-government.
3 DEFINITIONS
This section outlines some definitions of key
concepts handled in this paper:
Workflow
A workflow is an automation of all or part of a
business process in which information flows from
one activity to another (respectively, one participant
to another) according to a set of predefined rules
Inter-organizational Workflow
Regarded as an extension of traditional workflow,
inter-organizational workflow can be defined as a
manager of activities, envisaging the cooperation
between several processes (of different
organizations) which are distributed, autonomous
and possibly heterogeneous.
e-Administration Process
We call e-administration process, any procedure in
the public domain which aims to enhance efficient
delivery of services to citizens, businesses or other
administrations.
Sub-process
A sub-process is a step in the overall process,
requiring inputs and producing results (outputs). We
mean that a sub-process is any internal procedure
which takes part in the achievement of the overall
process.
Actors of e-Administration Process
Actors in a e-administration process are individuals
holding one or more roles, and interacting with each
other to provide services to citizens, businesses or
other administrations. The following figure
illustrates the interaction of actors in e-government
context where e-administration constitutes the
nucleus.
Government
Citizen
Business
Middle Office &
Back Office
Front
O
ffice
F
r
o
n
t
O
ff
i
c
e
G to G
G to B
G to C
Figure 3.1: Model of e-Government.
The Front Office is the interface available to a
citizen or a company for remote access to the
information provided by an administration.
A WORKFLOW BASED APPROACH FOR E-ADMINISTRATION PROCESSES
437
The Back Office concerns the processing of
digital local data in a given administration.
The Middle Office represents virtual links among
administrations.
Organization
An organization is an autonomous structure on the
decision-making, having its own business processes
and managing its own sources of information. For
example, a "city hall" or a "ministry" are
organizations.
Organizational Unit
An organizational unit is a structure in an
organization whose mission is to provide services to
citizens. For example, The civil status service” in a
“city hall” provides services materialized by
delivering administrative documents such as a “birth
certificate”, a “marriage certificate”, etc..
Service
A service is any benefit produced by an
administration (or an organizational unit) for the
citizen and materialized by administrative
documents in paper form or electronically.
4 THE EVOLUTION MODEL OF
E-ADMINISTRATION
According to (St-Amant, Renard, 2005), the
evolution model of e-administration covers five
phases as illustrated in figure 4.1:
Inter-Organizati onal
In te gration
Phase
Intra-Organizational
Integration
Phas e
Transaction
Phase
Interaction
Phase
Information
Phase
Process Reingineering &
Intra-organizational Wo rkflow
Large Scale Reingineering &
Inter-organization al Workfl ow
Reingineering Step
Information &
Interaction Steps
Technologies
Information System
Organisation
Web Services
Sim ple Com plex
Simples In te g ra t ed
By Ap plicat ion
Integrated
Silos
Netw orks
Figure 4.1: Phases of e-administration Evolution.
The process of evolution and integration involves
five phases, which are: “Information”, “Interaction”,
“Transaction”, “intra-organizational-Integration”
and “inter-organizational Integration”.
These phases include two important stages: the
stage of information and interaction and the stage of
business processes reengineering. Transition from
the first to the second stage is ensured by the
Transaction” phase. For the second stage, we
advocate the use of workflow technologies,
especially for processes which can be included in
this context.
In order to better capture the key concepts of
workflow modeling, we propose a meta-model
adapted to the e-administration. Indeed, the needs of
organizations to adapt to their environment changes
require taking into account changes in the process
models themselves. The meta-model based approach
appears to be most suited to this (Saikali, 2000). In
the case of e-administration processes, the need for
models adaptability can occur particularly in the
context of a relationship “B to G” because of
frequent changes in the juridical and the economic
contexts.
5 WORKFLOW META-MODEL
FOR E-ADMINISTRATION
5.1 The Meta-model
The meta-model (see figure 5.1) highlights the main
concepts of workflow defined by the WFMC
1
standard such as: actor, role, process, sub-process,
artefact, etc.. It is extended to the administration
concepts such as: organization, organizational unit,
service, administrative document, form, etc.
The meta-model covers three aspects:
organizational aspect, process aspect and
informational aspect which are detailed in figures
5.2, 5.3 and 5.
5.1.1 The Process Aspect
The global workflow process is an inter-
organizational process, composed of several intra-
organizational processes. Each of them is splited
into sub-processes which are triggered by internal or
external events and/or the satisfaction of logical
expressions.
The class diagram of figure 5.2 shows a
description of the most important properties in the
“process aspect” of the workflow meta-model:
1
Workflow Managment Coalition : www.wfmc.org
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438
Figure 5.1: Workflow Meta-model for the e-administration.
Figure 5.2: Process Aspect of the meta-model.
This part of code in Java describes the imple-
mentation of the class “Inter-Organizationnel Wf ”:
//Description of the class
//« Inter_Organizational_Wf »
public class Inter_Organizational_Wf {
private int IdWfInterOrg;
private String WfInterOrgDescription;
private Date CreationDate;
private String Conceptor;
//Declaration of agragation links with
// class « Wf Intra-Organizational »
public java.util.Collection
Intra_Organizational_wf = new
java.util.TreeSet();
}
Listing 5.1: Class «Inter-organizational Wf ».
5.1.2 The Informational Aspect
As shown in Figure 5.3, the informational aspect is
defined by a generic class “Artefact” representing all
media documents necessary for the performance of
administrative procedures. This class may specialize
in “files”, “forms”, “administrative documents” or
“data”.
Figure 5.3: Informational aspect of the meta-model.
5.1.3 The Organizational Aspect
This aspect represents on one hand, the
organizational units composing the full organization
and on the other hand, the affectation of human
resources (actors) in these structures. An actor who
is part of an organizational unit performs a set of
functions according to the roles assigned to him.
A WORKFLOW BASED APPROACH FOR E-ADMINISTRATION PROCESSES
439
Figure 5.4: Organizational aspect of the meta-model.
5.1.4 The Class “Service”
The class “Service” represents the final product
provided by an organizational unit as a result of the
execution of a sub-process. The beneficiary of the
service can be either an organizational unit or a
citizen.
Figure 5.5: Class « Service ».
public class Service {
//Declaration of a class « service »
//properties
private String IdService;
private String ServiceName;
private java.util.List ServiceProduct;
private String Beneficiary;
//Declaration of agregation links
Public OrganizationalAspect.
Organizational_Unit provides;
public Process_Aspect.WF_Sub_Process
WF_Sub_Process
}
Listing 5.2: Classe « Service ».
The meta-model previously described serves as a
framework for modeling e-administration processes.
For example, the “electoral process” is a typical
process of e-governance including a typical process
of e-administration which concerns the treatment of
the “electoral file”, this process will be presented in
section 6.
6 CASE STUDY: MANAGEMENT
OF THE ELECTORAL
PROCESS
Many researchs such as (Cetinkaya, Cetinkaya,
2007) (Wilson & al., 2006) were interested in the
“voting process” in the context of e-governance.
6.1 The Project Description
This project is a part of the efforts provided by the
government for integrating information and
communication technologies within administration
services. The aim is to improve the quality of
services offered by administrations, by going
towards more efficient e-administration processes.
Although, the “electoral process” is not just a
simple process of e-administration as it relates to the
e-governance and the e-democracy domains. In our
case, we focus on administrative aspects of this
process, which can be broken down into three main
phases as shown in figure 6.1:
Figure 6.1: Phases of the “electoral process”.
The first phase is a process of e-administration
because it consists of many procedures for the
revision of the “electoral file”. This process runs
regularly at a given period of the year or unusually
for a ballot.
The main objective of this phase is to obtain an
“electoral file” updated and purified. This will be
done by providing to citizens, services online such
as “requesting inscription”, “requesting transfer”,
“requesting update”, etc..
6.2 Conception of the Process
"Purification of the Electoral File”
6.2.1 The Development Process
The following summarizes the main steps of the
development process using UML diagrams.
Purification of
the Election File
Voting
Rob ballots
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440
Figure 6.2: Phases of the development Process.
The development process is guided by the use cases
and is intended to cover the main static and
dynamic aspects of the system. It is summed up in
the following points:
Collecting informations and analyzing needs:
identifying the actors and their roles,
organizational structures involved and the
services to be provided.
Describing the functionalities of the system by
the use cases diagrams.
Building sequence diagrams highlighting
aspects of interaction and synchronization in the
system, and collaboration diagrams identifying
actors and objects in cooperation.
Building the overall class diagram representing
all entities of the system.
Describing the dynamic aspects of intra and
inter-organizational workflow processes using
the activity diagrams.
6.2.2 Analysis and Design
Problem Analysis
The problem analysis allowed the identification of
all organisms involved in the process of preparation
of voter lists. The following table summarizes these
organisms, the organizational units composing them
and the roles they hold:
Organizations previously listed can be categorized
into four classes according to their missions :
“collecting information” organism, “partial
consolidation” organism, “global consolidation”
organism and “validation” organism.
Table 6.1: Roles provided by organizations.
Organization Organization
Roles
Organizational
unit involved
Ministry of the
Interior and local
communities
Global
consolidation of
voter lists
General direction
of elections
Ministry of
Foreign Affairs
Information
collect
Embassy,
consulate
Administrative
service of
election
wilaya
2
Partial
consolidation of
voter lists
Computer
science service
Election service
Municipal
Administrative
Commission
APC
3
(City hall) Information
collect and
Partial validation
“Civil status”
Service
Each structure (organizational unit) contains a set
of actors, each one holding a role in the
administration. For example, table 6.2 shows a
description of actors in the “election” service of an
APC.
Table 6.2: Actors in the “election” service.
Actor Role Function
Actor1 Administrative
Agent
Handling
inscription
requests.
Actor2 Administrative
Agent
Handling
radiation
requests.
Actor3 Responsible Supervising the
revision
procedure of the
voter lists.
Description of the Use Cases
Actors of the system access to the services provided
via a portal site. The use case diagrams of figures
6.3 and 6.4 shows respectively, all the services
offered to citizens, and all the functionalities offered
to officers (agents) of the “collecting information”
organism (for example an APC), enabling them to
respond to citizens requests.
2
Algerian territory is divided into several “wilaya”, each wilaya
is divided into several “daira”, and each daira into several
“APC”.
3
Assemblée Populaire Communale (in french) or Communal
People’s Assembly.
A WORKFLOW BASED APPROACH FOR E-ADMINISTRATION PROCESSES
441
Figure 6.3: Use Case diagram “Services provided to the
citizen”.
Figure 6.4: Use case diagram “Collecting information”.
The sequence diagram bellow explicits the scenario
“requesting a service” triggered by a citizen:
:System
:C it izen
Acknowledgment
Enter the portal
[Radiation/Transfer] Treat the Request
Che ck inform at ion
entr ies
Selection of the Service
Fill in the Form
Send the Form
:Inscriptions
Agent
Display the Form
Che ck Authenticity
of the Appliant
Create a User Account
[Appeal] Treat the request
[Inscription/Transfer]
Treat the Request
:Radiations
Age nt
:Responsible of
Revision Agent
"CIO" Home Page
Accede to the Web page of the 'CIO*
CIO : "Collecting Information" Organism
Figure 6.5: Sequence diagram “Requesting a service”.
The figure 6.6 presents details of the interactions
between the system objects involved in the scenario
“Requesting a service”:
:Citizen
1:Selection(
)
3:Fill()
4:Consult()
:Form Instance
f: Form
:Agent
Responsible Revision
Agent:Agent
Inscriptions
Agent:Agent
Radiations
Agent:Agent
:Collect Information
Organism
:Service
2:Display()
:Message Instance
Acknowledgment:Message
5:Consult()
:Message
:Form
Figure 6.6: Collaboration diagram “Requesting a service”.
The overall class diagram is represented by figure
6.7.
Description of the Workflow Aspects
The workflow of the procedure “purification of the
electoral file” is a strongly coupled inter-
organizational workflow, as organizations in
cooperation are known (“collecting information
organism, “validation” organism and
“consolidation” organism). In addition, the
cooperation between these organisms is well
structured, since the revision procedure spread over
a predetermined period, the validation process
follows the consolidation process which follows the
process of collecting information.
The process of “epuration of the electoral file”
responds to the form of interoperability “chained
execution” (Van der Aalst, 1999), (Chebbi & al.,
2006). It is divided into distinct processes: the
“collecting information” process, the “validation”
process and the “global/partial consolidation”
process. They run sequentially in the order of their
previous citation.
The figure 6.8 shows the activity diagram
describing the process of “treating a transfer
request”:
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442
Citizen
Form
Inscription
Form
Radiation
Form
Transfer
Form
List
File
Pre-Inscription
File
Pre-radiation
File
Election
File
Historic
File
is in>
1..*
Appeal
Form
Unresolved cases
File
Agent
<Manages
1..*
1..*
"Civil status"
Organism
"Collect Information"
Organism
"Consolidation"
Organism
*
1..*
Adm inistrative
Document
1
1..*
<Extracts
1
1..*
Validation
Commission
1
1..*
Consults >
Message
Service
<
N
e
e
d
s
U
t
i
l
i
z
e
s
>
1
1
1
*
1..*
Role
1..*
1
is assigned to>
1
1..*
1..*
0..*
1..*
0..*
<concerns
<Requires
<Needs
1..*
1..*
<is in
1..*
Demande
de Service
- Date
Message
Transmis
- Date
1..*
1..*
1..*
1..*
1..*
1..*
1..*
Demande
Document
- Date
Administrative
Organism
Service
Request
Document
Request
Message
Sent
Figure 6.7: Class diagram.
Citizen
"Collecting Information" Organism 1
Radiations
Agent
Inscriptions
Agent
Radiations Agent
"Collecting Information" Organism 2
Radiation
Request
Agent responsible
of revision
Transfer
Form
Request for
Transfer
Accept
Reject
Pre-
Radiation
Notice
Request for
radiation
Perform pre-
radiation
Inscriptions Agent
Radiation
Notice
Perform pre-
inscription
Perform pre-
radiation
Perform pre-
inscription
Update
Historic
File
Update
Historic
File
Pre-
inscription
Notice
[ Organism of the
new residence
]
[ Organism of
the former
reside nce
]
(APC 1) (APC 2)
Front Office Level Back Office Level Middle Office Level
Figure 6.8: Activity diagram “treating a transfer request”.
A WORKFLOW BASED APPROACH FOR E-ADMINISTRATION PROCESSES
443
6.3 General Architecture of the
Solution
The implementation of solutions to the breadth of e-
governance depends on several factors including the
physical infrastructure in terms of network
equipments and communication. Also, on the degree
of automation of the administrative procedures in
organizations. So, the architecture proposed in figure
6.9 concerns rather more functional aspects.
Portal
1
Local
DB
WFMS1
Partial
DB
WFMS2
Collecting Information
Organism
Citizen
Partia l Co nso lidation
Organism
DB1
DBn
Global Consolidation
Organism
Global
DB
WFMS3
DB1
DBk
: Data Exchange
DB : Da ta Bas e
WFMS : Workflow Management System
Figure 6.9: General architecture.
7 FIRST RESULTS
The application was achieved in Windows XP
Server. For implementing workflow processes, we
have used Oracle Workflow. It integrates a set of
main components like: the “Oracle Workflow
Builder” for process modeling, the “Workflow
Engine” for process instances execution and the
Oracle DBMS to manage databases.
As programming languages, we have used the
language for script “JSP” at the server side and the
langage “JavaScript” at the client side.
Here is an example of a workflow process built
using Oracle Workflow Builder:
Figure 7.1: Design of the Workflow Process
“pre_inscription”.
In what follows, we will present some interfaces
showing some implemented functionalities of the
system.
The Front Office Side
The portal site is available as a web site as shown in
the following figure:
Figure 7.2: The Algerian governmental portal site.
A citizen requesting for a service, must select the
APC (municipality) of his residence. Immediately,
the portal site of the APC appears:
Figure 7.3: The Website of an APC.
The citizen who wish to apply for a transfer, for
example, must click on the relevant service (see
figure 7.3) and obtains the following form:
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444
Figure 7.4: “Requesting a transfer” form.
The Middle Office and the Back Office Sides
At this level, the administrative staff have a set of
workflow applications enabling them the treatment
of citizens requests. Any officer selects the APC, in
order to access to the corresponding website.
At the appropriate time, the officer in charge of
transfer requests, for example, will process the
application for transfer through the appropriate
functionality as shown in figure 7.6:
Figure 7.5: Functionalities available at APC.
As described in the activity diagram of Figure 6.8,
the transfer procedure is carried out in two phases,
which are: the removal (radiation) of the former
residence and the registration (inscription) in the
new one. This will involve the execution of intra-
organizational (BackOffice) and Inter-
interorganizational (MiddleOffice) workflow
processes.
For each transfer request, the agent sends a
request for radiation (figure 7.6) from the former
residence of the citizen.
Figure 7.6: Request for radiation.
Upon receipt of the request for radiation, the officer
in charge of radiation performs the pre-radiation and
then informs the applicant for the service that the
operation was carried out.
8 CONCLUSIONS AND FUTURE
WORKS
In this work, we have proposed a conceptual and a
technical infrastructure based on workflow, for
modeling and implementating e-administration
processes.
Our solution is based on a workflow process
meta-model, which we are extended with concepts
related to e-administration domain, such as
“organization”, “organizational unit”, “service”,
“administrative document”. The proposed solution
supports intra and inter-organizational aspects for
the processes. The meta-model based approach
offers the advantage of flexibility in terms of models
and their instances, allowing then for the
organizations easier adaptability to changes imposed
by the environment.
The concepts presented in the paper are
illustrated by a case study relative to the
“purification electoral file”in a “voting process”.
This process involves actors and processes at
different levels of the governmental hierarchy, this
justifies the use of intra and inter-organizational
workflows. Having captured the main elements to
design, we use the established workflow meta-model
to create all the procedures associated to the
“epuration of the electoral file”, highlighting the
FrontOffice, the BackOffice and the MiddleOffice
levels in the e-administration processes.
The FrontOffice level is implemented using the
technology of portals. This can be extended to the
A WORKFLOW BASED APPROACH FOR E-ADMINISTRATION PROCESSES
445
two other levels (MiddleOffice and BackOffice) in
order to palliate to the geographical distribution of
the organizations or the organizational units, and the
diversity of the used platforms.
For implementing our case study, we have used
Oracle 10g tools.
As future works, we plan to study the
deployability of such a solution by simulation,
because of the complexity and the criticality of e-
administration processes. We also intend to give a
"web services" orientation to this work.
ACKNOWLEDGEMENTS
We would like to thank the Ministry of
Telecommunications for its cooperation.
We also thank our students Leila MAICHE and
OURAHMOUNE Amel for taking part in the
realization of this project.
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