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 and Blazheska-Tabakovska, Natasha and Gruevski, Dragan (2021) Consolidating Back Office with a Shared-Services Center: A Case Study From the Housing Facilities Sector in the Republic of North Macedonia. Central European Public Administration Review, 19 (2). pp. 53-74. ISSN 2591-2240 / 2591-2259

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Abstract

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.

Item Type: Article
Subjects: Scientific Fields (Frascati) > Social Sciences > Other social sciences
Divisions: Faculty of Information and Communication Technologies
Depositing User: Prof. d-r. Mimoza Jovanovska
Date Deposited: 02 Dec 2021 08:54
Last Modified: 02 Dec 2021 08:54
URI: http://eprints.uklo.edu.mk/id/eprint/6679

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