Knowledge Management for E-service-Delivery - A Conceptual Approach within E-government

The critical challenge for the success of e-government projects is the ability to create new and interesting customer bids. This requires an organization that is able to (re-)design and (re-)invent its business models and processes continuously. Knowledge Management Systems (KMS) can only accommodate such volatile readjustments if their design permits smooth adaptation and (re-) configuration of the underlying business processes. Such a KMS ensures or even improves the required business performance outcomes. We describe here a conceptual approach towards KM, which ensures a very high level of adaptability in order to incorporate dynamic changes in business models and information architecture. The GPWM Project of the public administration of Basel – Switzerland – is finally presented as a case study of the proposed approach.