effective e-government process monitoring and interoperation: a case study on the removal of...

Effective e-Government Process Monitoring and Interoperation: A Case Study on the Removal of

Unauthorized Building Works in Hong Kong

Dickson K. W. CHIUSenior Member, IEEE

Dickson Computer SystemsHong Kong

[email protected], [email protected]

Jenny Y.Y. Wong Kai Pan Mark

Dept. of ComputingHong Kong Polytechnic

University [email protected]

[email protected]

eGovt-UBW HICSS40 - 2

Introduction

Governments are looking for ICT to facilitate process co-ordination to improve service delivery

Typical characteristics Complaints Urgency Monitoring of process

Case study: Removal of unauthorized building works in HK

serious problem requires much resources and monitoring effort

Technical solution Event-driven process collaboration (HICSS36) Alerts (HICSS37) Web services


Background

Building Ordinance- all building works require prior approval of plans and

consent to commence works from Building Department (BD)

- without approval => unauthorized building works (UBW)

As at 2003, more than 700,000 UBW BD determines to remove UBW to safeguard

public interest


Typical WorkflowsProcedures for enforcing s.24 orders

Identify buildings with UBWfrom complaints, large-scale

operations and walking surveys

Conduct site inspection

Issue advisoryletter or no further

actionIssue s.24 orderAny serious

defects?NoYes

Issue complianceletter

Conductcomplianceinspection

Has the s.24order been

complied with?

Yes

Refer the case to the defaultworks consultant (DWC)

DWC submits his supervisionproposal to BD

DWC supervises thegovernment contrctor

to carry out the removal works

BD issues compliance letter todischarge the s.24 order

BD to recover costs fromowners

BD may considerprosecution

action at the sametime

Procedures for cost recovery from ownersGovernment contractor (GC)completes the removal works

BD issues Demand Notes (DN) to ownersfor cost recovery

DN settled?

BD serves an s.33 certificate to the debtorand registers the s.33 certificate with

the Land Registry (LR)

BD refers a case (with unpaid balance >=pre-defined limit) to Department of Justice

(DoJ) for recovery. DoJ will consider , whereappropriate, legal proceedings for the cases

Debt settled?

BD requires LR to notify it of any futuredealings on the subject property

BD/DoJ issues final warning letter beforeexpiry of time limits for legal action

BD/DoJ conducts final review 1 year beforeexpiry of time limits for leagla action

BD proceeds to write off the debts

BD certifies and makes payments to GC

BD issues acompliance letter

Yes

No

BD issues and registerswith the LR aMemorial ofSatisfaction

Yes

No


Requirements Overview

Internet

Internet

Collect information on UBW & provide inspection result

Site inspection team

The Land Registry

Department of Justice

Collect debt details

Confirm compliance with s.24 order

Collect information on UBW & provide survey/inspection reports

Collect information on UBW & provide supervision proposal

Provide ownership details

Blitz contractors

Default Works Contractor

Building owners and their contractors

Buildings Department

Monitor progress and workflow of UBW removal

Complainants

Provide basic information of UBW


Existing problems

Monitoring process is very resources consuming and human intensive.

Records are kept on different paper-based files. Exchange of data/information are mainly in

paper format. Cannot keep track of the necessary actions and

generate reminders / alerts.


System Architecture & Design

Land Registry

EmployeesDepartment of Justice

Contractor

Building RecordsInformation

System

StatusMonitor

AlertManagement

System

BuildingCondition

InformationSystem

CollaborationProcessEnactor

Inspection RecordSystem

EventAdapter

TimerContractorMonitoring

System

RequirementEnforcer

Web S

erv

ices In

terfa

ce

ECA Rules,Scheduling Rules,Event Repository,Event Subsciption

List

Internet


Event-driven process collaboration

Event-Condition-Action RulesOn event if condition then actionAn event occurs, it triggers some rules. The condition parts of the rules will be evaluated. If condition is satisfied, the action part, which is a workflow, will be executed.


Enactment requirements (1)

Fulfill the workflow functions: assign tasks to agents (people/systems) retrieve information needed to complete a task remind agents about their parts


Enactment requirements (2)

Example- upon input of a complaint case, retrieve an

approved building plan from BD’s legacy system, then notify the unit head.

Event received(CASE) finish(building plan(CASE))

Condition

true true

Action retrieve(building_plan(CASE))

notify(unit_head(CASE))


Enforcement Requirements (1) Facilitates exception detection and handling Monitor becomes active only when an

exception occurs Exceptions: failure to find an agent for a task,

failure to get information, missed deadlines, etc.

Temporal events, generated by timer, to detect non-fulfillment of action by a deadline

Event onDay(deadline(BAO))

Condition

NOT occurred(BAO)

Action raise (exception(BAO))


Enforcement Requirements (2)

Example:Within N days after the expiry of S.24 order, a compliance inspection has to be performed.

Event onDay(after(expirydate(S24order), N)

Condition NOT occurred(COMPLIANCE_INSPECT)

Action raise (exception(COMPLIANCE_INSPECT)


Alert Management System

Responsible for sending alert messages, receiving reply, maintain alert status and logging information

Urgency of alert is a function of time

Urgency level Action

Near due Reminder

Due Send an alert to the same action party, notifying that the task is due

Overdue Send a second alert to the action party

Long overdue Send a very urgent alert to the action party as well as the concerned supervisor/officer in charge


Web Services

ExampleRetrieve ownership details of the UBW from Land Registry

checkOwner Web ServiceInput: OwnerRequestRequest sourceRequest IDSearch OptionAccount

- Account No.- Account Name

Address- Lot- Development Name- Block

- Floor- Flat No.- House No.- Street Name- Area Code

Output: OwnerResponseMemorial No.Nature of InstrumentDate of InstrumentNameHKIC No.Share


Process integration: Identification of UBW to issue of S.24 order

Hotline Center UBWMS Unit head Inspection Team

Record a compliantRetrieve approvedbuilding plan, S.24

orders, etc.Conduct

preliminary review

Worksapproved?

Removalaction being

taken?

Conduct site inspectionand complete

insepction report

Notify the result tothe complainant

Existence ofUBW?

Issue advisory letter

Retrieve ownershipdetails from Land

Registry

Generate RemovalOrder (s.24 order)

Endorse therecommendation for

removal

Yes

Yes

Yes

No

No

No


Summary

Web services enables collaboration among service partners

ECA Rules in workflow process to fulfill enactment and enforcement requirements

AMS to monitor urgent and important tasks Benefits to users, management and system

developers


Future Work

Defining and allocating new responsibilities of different stakeholders – who handle what at different urgency levels

Capturing the engineering expertise for classifying urgency from the existing human process to the automation

Integrate disparate channels for reporting UBW in a call center portal

Applicability to other e-government and public administration applications

Workforce management Security and privacy issues


Question and Answer

Thank you!

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