Three-layered QoS for eGovernment web services

An applied research for the incremental evolution of a service oriented architecture for local eGovernment portals has been developed. Our reference eGovernment environment, currently adopted by a hundred local public administrations in Veneto region, is a dual model with a G2C interface towards citizens and a complementary G2G interface for municipal government staff, both interconnected and supporting a constellation of web services-based tools and applications. XPDL-compliant, workflow technology is now being applied in order to increase software re-use, process visibility and exchange and to ease process implementation/customization and execution. A case study for a layered model of QoS for eGovernment is presented. Three kinds of quality of services: (a) perceived level of services, (b) effectiveness of processes and (c) system-level efficiency, are measured in close correspondence with the different layers of eGovernment interactions: G2C, process orchestration/WFM and G2G.