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  • Consolidating back office with a shared-services center : a case study from the housing facilities sector in the Republic of North Macedonia
    Bogdanoska-Jovanovska, Mimoza ; Blazeska Tabakovska, Natasha ; Grueski, Dragan
    Purpose: The paper points out a novel approach to e-Government back-office reengineering based on creating a Shared-Services Center at the sectorial level. Design/Methodology/Approach: To prove the ... Shared-Services Center as a proper solution for e-Government back-office reengineering, the authors used the case study of the Housing Facilities Sector in the Republic of North Macedonia. The research process follows Kettingers et al.'s framework of IT-enabled change with a holistic data-driven approach. Findings: The study indicates a complex information flow between stakeholders, an abundance of the same information and data collected from local stakeholders, and enormous citizen and institutional burden. The e-Government back-office reengineering solution for the specific case study based on creating a Shared-Services Center overcomes the problem of data redundancy, radically simplifies the information flow, and reduces citizen burden in line with the "Once-Only" principle. Practical Implications: The paper shows that by observing the network of all relevant stakeholders at the sectorial level, based on the information flow of core data, back-office problems can be identified, whereby the Shared-Services Center proves itself as a suitable solution. It may be a prerequisite for further studies on back-office process reengineering at the sectorial level. Originality/Value: Publications concerning back-office research at the sectorial level and, as in our case, within the House Facility Sector are almost non existing in scientific literature. Considering that there is a lack of analyses based on information flow and visualization of the information-flow network at the sectorial level (before and after the reforms), this paper will add original value to scientific literature.
    Vir: Central European public administration review = Srednjeevropska revija za javno upravo. - ISSN 2591-2240 (Vol. 19, no. 2, Nov. 2021, str. 69-90, 155)
    Vrsta gradiva - članek, sestavni del
    Leto - 2021
    Jezik - angleški
    COBISS.SI-ID - 90211587

    Povezava(-e):

    http://cepar.fu.uni-lj.si/index.php/CEPAR/article/view/522
    Repozitorij Univerze v Ljubljani – RUL
    Digitalna knjižnica Slovenije - dLib.si
    DOI

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