Software Engineering - Knowledge Area - Software Maintenance: Analysis of the Logistics of Business Services of the e-citizen System

Abstract

The knowledge area of software maintenance is related to all other aspects of software engineering and because knowledge area description applies to all other knowledge area of software engineering, in this research paper we made analyses the logistics of business services of the Croatian e-citizen system, focusing on the knowledge area and user satisfaction with recommendations for improvement. Our analyses the logistics of business services of the Croatian e-citizen system, focusing on the post-delivery phase. Post-delivery activities of the Croatian e-citizen system include software monitoring, modification, training, and working with or liaising with the help desk. Software operation and maintenance support activities of the Croatian e-citizen system are performed during the pre-delivery phase and during the post-delivery phase. Pre-delivery activities of the Croatian e-citizen system include planning post-delivery operations, maintainability, and determining the logistical support required to transition from development to maintenance. The research aims to determine the extent to which Croatian e-citizen system, as a digital public administration service, meets logistics and user needs and identifies the business managerial challenges they face. In the first part of the research, we provide an overview of the theoretical framework of e-government and the digitalization of public services, with a short analysis of examples from other EU countries and region near Croatia (with examination the logistic and development of the Croatian e-citizen system in detail, including its functionality and usage statistics). In the second part of the research, which is empirical part of the research, we made analyses the logistics of business services of the Croatian e-citizen system, focusing on the knowledge area and user satisfaction with recommendations for improvement. Analytical results, about the logistics of business services of the Croatian e-citizen system, show that most of users recognize the importance of the Croatian e-citizen system for modernizing public administration but point out shortcomings in the intuitiveness of the user interface and limited-service integration. Based on these findings, several measures are proposed to improve the logistics of business services of the Croatian e-citizen system and enhance user satisfaction.