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A Framework for
Experience Management in e-Government: The Pellucid Project
Simon Lambert and Alvaro Arenas ,
CCLRC Rutherford Appleton Laboratory, Didcot, UK,
S.C.Lambert@rl.ac.uk,
A.E.Arenas@rl.ac.uk
Sabine Delaitre and José Mena Raposo,
SADIEL, S.A., c/ Isaac Newton s/n, Edificio Sadiel,
Sevilla, Spain,
delaitre@sadiel.es,
jmena@sadiel.es
Pasqualino Ferrentino, Softeco Sismat SpA, Genova, Italy,
pasqualino.ferrentino@softeco.it
Marta Majewska 1,2 and Krzysztof Krawczyk1,
1ACC
Cyfronet AGH Krakow 61, Poland,
2Institute
of Computer Science AGH-UST, Krakow, Poland,
mmajew@icsr.agh.edu.pl,
krafcoo@icsr.agh.edu.pl
Maria Fassone and Viviana Procopio, Comune di
Genova – Mobilità Trasporti Parcheggi, Genova, Italy,
mfassone@comune.genova.it,
vprocopio@comune.genova.it |
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ABSTRACT
The Pellucid project, funded
under the European Commission’s IST programme, is developing an adaptable
and customisable platform for enabling experience management in public
organisations. A study has been made of the three pilot applications
within the project, which represent a wide and representative range of
processes found within government bodies in any country and any sector.
The processes vary in their flexibility, reliance on knowledge of
different kinds, existing information technology support, and in other
ways, but they all reveal the importance of experience in enabling the
staff to perform their work effectively and efficiently for the benefit of
themselves, the organisations at large and the general public (the
citizens). Dissemination of experience assists with the integration of new
employees, in making task learning easier, and in reuse of the collective
memory regarded as knowledge capital.
A uniform
framework has been developed for experience management, based on the
generation of ‘active hints’ that are presented through an individual
channel to the user (that is, the employee of the public organisation)
according to working context. Working context encompasses both position in
the work process and domain-specific characteristics, typically similarity
to previous cases. The paper presents this framework and shows how it
relates to the three pilot applications and how it is sufficiently
flexible to satisfy a wide range of needs for experience management, which
will, as a consequence, reinforce the trust between the administration and
the citizen.
Keywords: knowledge
management, experience management, public organisations, organisational
mobility. |
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