Bram Klievink

• Dr. ing.
• Professor (Assistant) at Delft University of Technology

The scale of society's evolving challenges gradually surpasses the capacity of the public sector to address them. Coping with these challenges requires budget-short governments to look for innovative ways to transform and improve their operations and service provisioning models. While in many cases transformation starts from the inside-out (based o...

Information infrastructures of businesses and government are increasingly interwoven and highly dependent on each other. Though often referred to as sociotechnical innovations, the development of these information infrastructures often has a technological focus. The related and even concurrent development of new social practices is understudied. As...

This chapter provides a starting point for better understanding how different approaches, tools, and technologies can support effective stakeholder participation in policy development. Participatory policy making involves stakeholders in various stages of the policy process and can focus on both the substance of the policy problem or on improving t...

This event-driven architecture uses decentralized intelligence to orchestrate services across a network of public agencies, without compromising the individual agencies' autonomy.

With increasing global trade and growing emphasis on security, enhanced information sharing between actors in global supply chains is required. Currently, the data about cargo available in the supply chain does not provide a timely and accurate description of the goods. To solve this data quality issue, data should be captured upstream at the point...

Public value theory offers innovative ways to plan, design, and implement digital government initiatives. The theory has gained the attention of researchers due to its powerful proposition that shifts the focus of public sector management from internal efficiency to value creation processes that occur outside the organization. While public value cr...

To ensure public safety and security, it is vitally important for governments to collect information from businesses and analyse it. Such information can be used to determine whether transported goods might be suspicious and therefore require physical inspection. Although businesses are obliged to report some information, they are reluctant to shar...

The crowd increasingly plays a key role in facilitating innovations in a variety of sectors, spurred on by IT-developments and the concomitant increase in connectivity. Initiatives in this direction, captured under the umbrella-term ‘crowd-based innovations’ (CBI), offer novel opportunities in all domains of society by increasing the access, reach...

The concept of the smart city increasingly being used but is in fact an umbrella topic covering several disciplines and domains. In the current literature is no agreement on a comprehensive vision of the smart city; perspectives on it vary from purely technological urban development to initiatives addressing societal challenges. We argue that in th...

Context-aware systems are systems that have the ability to sense and adapt to the environment. To operate in large-scale multi-stakeholder environments, systems often require context awareness. The context elements that systems in such environments should take into account are becoming ever more complex and go beyond elements like geographic locati...

Driven by the technological capabilities that ICTs offer, data enable new ways to generate value for both society and the parties that own or offer the data. This article looks at the idea of data collaboratives as a form of cross-sector partnership to exchange and integrate data and data use to generate public value. The concept thereby bridges da...

Researchers have observed the increasing commoditiza-tion of cybercrime, that is, the offering of capabilities, services, and resources as commodities by specialized suppliers in the underground economy. Commoditiza-tion enables outsourcing, thus lowering entry barriers for aspiring criminals, and potentially driving further growth in cybercrime. W...

The promise of big data in the field of mobility is great, for example for mobility-as-a-service solutions. Having a better sense of the existing flows over the network would allow for much improved modelling of future flows and nudging users into behaviours targeting collectively better outcomes. Because of this promise the interest that cities ha...

Supply chain management is hampered by a lack of information sharing among partners. Information is not shared as organizations in the supply chain do not have direct contact and/or do not want to share competitive and privacy sensitive information. In addition, companies are often part of multiple supply chains and trading partners vary over time....

Business-to-government (B2G) information sharing can benefit government organisations, as well as businesses. Yet, businesses are often reluctant to share, as data sharing might not just provide benefits but also entails risks. Therefore, a system supporting B2G information sharing should provide the appropriate level of openness, such that the adv...

Context-awareness refers to the ability to sense and adapt to context. With the rise of context-aware systems, designers are struggling with what variables should be sensed from the context. According to the definitions found in the literature, whether something belongs to context, has to do with whether it is relevant. However, what it means to be...

Business-to-government information exchange has over the past decades greatly benefited from data exchange standards and inter-organisational systems. The data era enables a new shift in the type of information sharing; from formal reporting to opening up full (and big) data sets. This enables new analytics and insights by government, more effectiv...

Crowd-based innovations: shifting responsibilities in an institutional void The crowd increasingly plays a key role in facilitating innovations in a variety of sectors, spurred on by IT-developments and the concomitant increase in connectivity. Initiatives in this direction, captured under the umbrella-term ‘crowd-based innovations’, offer novel op...

Challenges and governance in institutional voids – a literature review Societal and technological developments (such as the digital and energy revolutions) move faster than existing institutions can keep up with. The developments may lead to a metaphorical institutional void, which brings questions about the nature of the void, the changing rules,...

Advanced architectures for business-to-government (B2G) information sharing can benefit both businesses and government. An essential choice in the design of such an architecture is whether information is shared using a thick or a thin information flow. In an architecture with a thick flow, all information is shared via a shared infrastructure, wher...

Today’s increasing connectivity creates cyber risks at personal, organizational up to societal level. Societal cyber risks require mitigation by all kinds of actors where government should take the lead due to its responsibility to protect its citizens. Since no formal global governance exists, the governmental responsibility should start at the na...

In recent years, many countries have started to draft strategies and policies related to the data economy. To support new data-driven activities and innovations, the development of a national data infrastructure (NDI) is seen as key. The concept of NDI has entered governmental strategic discussions on data as an asset, the role of data infrastructu...

Big data is being implemented with success in the private sector and science. Yet the public sector seems to be falling behind, despite the potential value of big data for government. Government organizations do recognize the opportunities of big data but seem uncertain about whether they are ready for the introduction of big data, and if they are...

Will collaboration for digital security survive new challengers? The speed and disruptive character of digital innovations affect social structures and practices faster than institutions can keep up with them. This results in an ‘institutional void’, i.e. a gap between the rules and institutions and their ability and the effectiveness of their meas...

Collaboration between government, the private sector and citizens is deemed critical to further improve the quality and effectiveness of public services. However, the stage models describing and guiding the development of e-government do not or only rarely cover external collaboration for improving public services. The authors argue that this gap c...

This book constitutes the refereed proceedings of the 15th IFIP WG 8.5 International Conference on Electronic Government, EGOV 2016, held in Guimaraes, Portugal, in September 2016, in conjunction with the 8th International Conference on eParticipation, ePart 2016. The 24 revised full papers presented were carefully reviewed and selected from 87 sub...

This paper is the introduction to the fourth Workshop on IT-enabled Resilient, Seamless and Secure Global Supply Chains (WITNESS 2015). In the paper, we present a synthesis of the innovation agendas of a series of international research, development and demonstration projects that seek to make supply chains more efficient and more secure. From this...

Information sharing between businesses and government agencies is of vital importance, yet business are often reluctant to share information, e.g. as it might be misused. Taking this into account is however often overlooked in the design of software architectures. In this research we apply a design science approach to develop an software architectu...

Collaboration between the public and the private sector is seen as an instrument to make governance smarter, more effective, and more efficient. However, whereas there is literature on public-private collaboration, very little of it addresses how these collaborations can be shaped to make use of the huge potential that technological innovations in...

Organizations do not just decide on whether or not to exchange information digitally. In many cases, there are multiple alternative configurations of inter-organizational systems (IOS) that facilitate such information sharing. Although a lot is known about the factors that influence whether organizations do or do not adopt IOS, little is known abou...

With increasing global trade and growing emphasis on security, enhanced information sharing between actors in global supply chains is required. Currently, the data about cargo available in the supply chain does not provide a timely and accurate description of the goods. To solve this data quality issue, data should be captured upstream at the point...

ICT enables business-to-government (b-to-g) information exchange, which can be used to enhance control and compliance by businesses. However, sharing information can cause resistance by businesses, as for them information is key to competitive advantage, whereas governments need this information to conduct their tasks at lower costs. In this paper,...

Public and private organizations in various areas are setting up digital Information Infrastructures (IIs) for interconnecting government, businesses and citizens. IIs can create value by sharing and integrating data of multiple actors. This can be the basis for value added services and especially collaborations of public and private partners can m...

Information infrastructures have gained significant momentum in today’s information economy. They are defined as shared, open and evolving socio-technical systems providing distinct IT capabilities. The Cassandra EU project aims to enhance visibility of the international flow of goods over sea with an electronic data pipeline as an information infr...

One of the key challenges that international supply chains face today is the need for improving the quality of the data that is used for business operations and compliance. In many supply chains, individual parties in the chain work with low quality data, even though somewhere in the chain, better data is available. The systems of supply chain part...

Across the world, businesses and governments are attracted to narratives of self-regulation and system based monitoring, particularly the ones in which government agencies reuse business data and risks assessment for supervision pur-poses. These types of innovations are attractive because theoretically, ‘good’ busi-nesses can benefit from fewer ins...

One of the key challenges that governments face in supervising in-ternational supply chains is the need for improving the quality of data accom-panying the logistics flow. In many supply chains, individual parties in the chain work with low quality data for their operations and compliance, even though somewhere in the supply chain, better data is a...

Multi-sided platforms (MSPs) represent an active area in economics and electronic markets, but are given scant attention in digital government research. While the body of knowledge on commercial MSPs is steadily growing, little empirical substantiation exists about the series of design choices that stakeholders conduct in order to realize informati...

Public-private service networks (PPSN) consist of social and technology components. Development of PPSN is ill-understood as these are dependent on a complex mix of interactions among stakeholders and their technologies and is influenced by contemporary developments. The aim of this paper is to advance our understanding of PPSN by modeling its evol...

Information infrastructures and the large amounts of data that are accessible through them offer tremendous potential for innovation. In this workshop, we present and discuss two examples of such high-impact innovations: An open data e-infrastructure and government re-use of a business information infrastructure. Both offer possibilities for innova...

ICT enables business-to-government (b-to-g) information exchange, which can be used to enhance control and compliance by businesses. However, sharing information can cause resistance by businesses, as for them information is key to competitive advantage, whereas governments need this information to conduct their tasks at lower costs. In this paper,...

Collaborative networks comprising both public and private organisations are seen as the contemporary form of organising public action. However, in these networks, public organisations and private organisations bring in different approaches to their operations and interactions with other parties. These different approaches provide different and some...

Purpose Scant attention has been given to the role of enterprise architecture (EA) in relationship to risk management in information system development projects. Even less attention has been given to the inter‐organizational setting. The aim of this paper is to better understand this relationship. Design/methodology/approach The relationship betwe...

New forms of collaboration between public and private sectors are emerging in which private parties take over roles traditionally performed by government organisations. As private and public organisations have different values and different ways of realising them, the question addressed in this paper is how business models can be utilised by organi...

Government agencies and businesses cooperate and invest heavily to achieve reliable and secure global supply networks. A so-called data pipeline, which integrates data from various parties in the supply chain and incorporates data from new tracking and monitoring technologies, would enable real-time data management for businesses. This IT infrastru...

The main challenges facing international intermodal container logistics include efficiency and security. These seemingly conflicting issues have a common solution: supply chain visibility, where visibility data can be shared between business and government. Technical solutions for supply chain visibility already exist, but the challenge lies in int...

With increasing flows of containerised traffic and growing emphasis on (national) security, businesses and government are struggling to find efficient and effective means to ensure full supply chain control and security. In order to realize reliable and secure global trade, government agencies and businesses have to cooperate. Businesses are alread...

Transformational government (t-government) has been introduced as a new stage of e-government aimed at realising structural changes and greater benefits in the public sector. Yet, there are many impediments blocking transformation, and there is limited insight in these barriers. In this paper, impediments for t-government are investigated by conduc...

Governments aim to improve service delivery towards citizens and businesses. One of the main trends in this area is that organisations are increasingly trying to integrate service delivery by using information and communication technology (ICT). Service integration is necessary as individual service offerings are often just a part of a bigger proce...

The advent and widespread use of the Internet enables governments to connect directly to citizens and businesses. This results in a decrease of the transaction costs and a reduction of the administrative burden for governments, citizens and businesses. One consequence of this is the bypassing of existing parties that are interacting as intermediari...

Improving public service delivery is a very complex domain and the complexity is difficult to grasp by stakeholders having various degree of knowledge and involvement. An emergent and promising method for dealing with complex problems is simulation gaming, which can be used to capitalize the intrinsic experiences and knowledge of people and mobiliz...

Purpose In the process of transformation, governments have to deal with a host of stakeholders and complex organizational and technical issues. In this viewpoint paper, an argument is made in favour of using gaming and simulation as tools designed to aid the transformation and reengineering of government. Based on the argument, a research agenda is...

Governments deliver their services more and more using multiple service delivery channels like phone, web and physical offices. The uniform and consistent service delivery among these various service delivery channels is complicated by factors related to the 'siloed' and departmental focus, limited knowledge on processes of other departments, lack...

Governments aim to improve service delivery to citizens and businesses. In public service delivery, many dependencies exist, for example between systems, services, channels, and across departments and organizations. In order to ensure high quality service delivery, a coordinated approach is required. The coordination of the many dependencies is a m...

Governments aim to improve service delivery to citizens and businesses and need to transform to accomplish efficiency savings and better customer orientation. This requires the coordination of dependencies among the various departments located in the frontend and backend of organizations, and might include interdependencies with external parties. T...

Public agencies around the world are increasingly supplementing their service delivery channels with online services and continue to establish several policies and rules for improving service delivery. Such policies and rules are however based on customer oriented management paradigms without any consideration of complex customer interaction proces...

The advent and widespread use of the Internet enables governments to connect directly to citizens and businesses. This results in a decrease of the transaction costs and a reduction of the administrative burden for governments, citizens and businesses. One consequence of this is the bypassing of existing parties that are interacting as intermediari...

The advent of e-governmentand the use of the Internetto connect governments to citizens and businesses have resulted into direct contact between government agencies and their customers. This development confirms the prediction of the transaction cost theory, which predicts a more direct interaction and the resulting bypassing of intermediaries. In...

Joining up remains a high priority on the e-government agenda and requires extensive transformation. Stage models are predictable patterns which exist in the growth of organizations and unfold as discrete time periods that result in discontinuity and can help e-government development towards joined-up government. Although stage models may be concep...

Research on digital government finds itself studying a very complex domain. Often, this complexity is -- for research sake -- reduced, for example by applying statistical methods, classifying core concepts, introducing stage models, etc. An emergent and promising method for studying complex phenomena is serious gaming. A serious game refers to a si...

Since the early nineties, governmental organizations have been using a variety of customer service channels. These channels have different characteristics and are used for communication, interaction, transaction and distribution of products and/or services. Among the traditional channels, like the front desk and the telephone, citizens and enterpri...

Joining-up is high on the e-government agenda as this is expected to improve service delivery to citizens and businesses. It requires public and private organizations to cooperate with each other within networks that are formed around public services that cross the boundaries of organizations. Cross-organizational processes in such a network are ca...

The advent of e-government and the use of the Internet to connect governments to citizens and businesses have resulted into direct contact among government agencies and their customers. The development towards more direct interaction can be used to predict the bypassing of intermediaries. In this paper three case studies are analyzed which counter...

After having realized an online presence and transaction facilities, the attention of governments is shifting towards creating coherent and consistent channels to interact with their citizens and businesses. Governmental organizations can utilize a diversity of channels having their own characteristics and potential. The synchronization of channels...

Joining-up remains a high priority on the e-government agenda. To improve service delivery, departments and agencies have to work together and manage the mutual information flows. Stage models can help further e-government development. Stage models are predictable patterns that exist in the growth of organizations. They unfold as discrete time peri...

Since the early nineties, governmental organizations have been using a variety of customer service channels. These channels have different characteristics and are used for communication, interaction, transaction and distribution of products and/or services. Among the traditional channels, like the front desk and the telephone, citizens and enterpri...

Government organizations operate a variety of channels to interact with citizens and businesses. Advances in information and communication technology have enabled an online presence and more direct interactions. A focus on efficiency makes organizations encourage the use of electronic channels over traditional channels. Also, intermediaries in the...

Governments want to become more customer-oriented and are using new channels to interact with citizens and businesses. Traditionally, intermediaries are used in the channels to interact with citizens, however, the web enables direct interaction and the use of such intermediaries is challenged. In this paper we investigate dis- and re-intermediation...

The ambition of the Dutch government is to create a demand-driven government by means of effective use of information and communication technology. This requires not only public, but also private parties to interact with each other. This is a complex endeavour as private and public organizations have their own goals, systems and architectures that...

The ambition of the Dutch government is to create a demand-driven government by means of effective use of information and communication technology. This requires not only public, but also private parties to interact with each other. This is a complex endeavour as private and public organizations have their own goals, systems and architectures that...

Dit rapport geeft een overzicht van multichannel management (MCM) vanuit drie verschillende invalshoeken, namelijk vanuit het perspectief van de klant, de organisatie en de technologie. Alvorens elk van de invalshoeken toe te lichten, is er eerst een introductie over MCM op basis van verschillende wetenschappelijke onderzoeksgebieden. Bij het klant...

Dutch MSc thesis on a political system's analysis of the Dutch electronic voting controversy in 2006, which (the controversy, not the thesis) has led us back to the use of a red pencil and paper ballots.