A Methodology for ICT Impact Analysis Based on Semantic Process Models

In today's fast changing public sector environment, administrative decision makers increasingly demand that information and communication technology (ICT) investments demonstrate business value through measurable results. While costs are easy to track, measuring tangible benefits such as quality improvements and utility potentials of ICT takes considerable effort. Hence, simultaneously with a multitude of eGovernment initiatives, ICT evaluation methods have been developed. As the great part of these initiatives exclusively focuses on the electronic delivery of governmental services, predominantly the end-user perspective is used for evaluation thus leaving behind the impact of ICT on the back-office of a public administration. For this reason a fundamental methodology for administration-wide ICT impact analysis is presented. This methodology consists of two phases: semantic modelling of administrational processes (phase 1) and computer-assisted analysis of ICT impact (phase 2). For both phases, the respective specifications are explained and their applicability is demonstrated with a real-world example.