Web Service Orchestration in Public Administration: Challenges, Roles, and Growth Stages

Abstract

Public managers are looking for ways to fully exploit the advantages of Web services and Web services orchestration technology for improving service delivery. This article analyzes the quest toward the creation of citizen-centric, cross-agency processes using Web service orchestration technology. Based on pilot projects in the Netherlands, the authors find that the use of Web service orchestration technology requires the introduction of new process orchestration roles and an evolution from hierarchical to agreement-driven relationships. Eight process orchestration roles and a stage model developed by the authors are presented.

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