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Title:
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HARMONISATION OF SERVICE REPOSITORIES FROM DIFFERENT PUBLIC AUTHORITIES― THE AMT@DIREKT APPROACH |
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Author(s):
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Veit Jahns , Volker Schmitz , Frank-dieter Dorloff |
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ISBN:
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978-972-8924-78-2 |
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Editors:
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Piet Kommers and Pedro Isaías |
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Year:
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2009 |
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Edition:
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2 |
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Keywords:
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E-Government, Semantic Interoperability, Service Classification, Service Centre, D115 |
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Type:
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Short Paper |
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First Page:
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27 |
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Last Page:
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32 |
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Language:
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English |
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Cover:
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Full Contents:
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click to dowload 
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Paper Abstract:
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In the European Union there are many initiatives to improve the quality of public services especially in the context of the
European service directive. In Germany one of these initiatives is the implementation of a single phone number for
German authorities known as D115. One goal of this project is to provide direct and quick access to information about
the services of all public authorities in Germany. One crucial prerequisite for this is the identification, description and
integration of the knowledge about public services. Another aspect is the implementation of this knowledge into the
repositories of public call centres and its harmonised representation in a customer friendly form. Besides many other
technical aspects like routing of the calls the semantic aspects come into focus. In this paper the Amt@Direkt approach is
proposed. This approach is based on well known and successful established approaches for the description and
classification of products and services, e. g. eCl@ss and UNSPSC. This approach was implemented and tested in five
cities in Germany in the state of North Rhine-Westphalia. Its results were used to define the requirements for the German
wide solution D115 that will start in Germany as a pilot in early 2009. |
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