A Case Study From the Housing Facilities Sector in the Republic of North Macedonia

Bogdanoska Jovanovska, Mimoza and Tabakovska-Blazeska, Natasa and Grueski, Dragan (2021) A Case Study From the Housing Facilities Sector in the Republic of North Macedonia. CEPAR Central European Public Administration Review, 19 (2). pp. 53-74. ISSN (print ed.) - 2591-2240 (on-line ed.) - 2591-2259

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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 au-thors used the case study of the Housing Facilities Sector in the Repub-lic 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 stake-holders, 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 lem of data redundancy, radically simplifies the information flow, and re-duces 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 informa-tion 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 informa-tion-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 > Economics and Business
Scientific Fields (Frascati) > Social Sciences > Other social sciences
Divisions: Faculty of Information and Communication Technologies
Depositing User: Prof. dr. Mimoza Bogdanoska Jovanovska
Date Deposited: 26 Sep 2022 17:24
Last Modified: 26 Sep 2022 17:24
URI: http://eprints.uklo.edu.mk/id/eprint/7141

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