Business intelligence to improve the quality of local government services : case-study in a local government Town Hall

Abstract

The use of business intelligence (BI) systems by organizations is increasingly considered as an asset, which goal is to provide access to information in a timely manner in order to support the decision-making process. However, in specific cases such as local government organizations, there are very specific challenges. Some of them like privacy rights and applicable law compliance must be carefully observed, making the necessary adaptations of these BI solutions. The developed solution brings some important contributions and represents some advances in the eGovernment context applied to local governments where the information is normally used/stored are not normalized and pre-defined. Being this a big barrier to development of this type of solutions, the developed architecture is prepared to improve the data quality and avoid this type of mistakes. This paper presents an architecture of a BI platform on a local government organization, geared towards the improvement of citizen offered services quality and efficiency maximization, thus contributing for cost reduction to the taxpayer.