Mid-office architecture for municipalities

Currently, a lot of organisations use the Internet to reach with customers; Internet usage is still growing. These developments pressured government organisations to serve the public in electronic ways. In the Netherlands, municipalities are responsible for 70% of all government interactions with the public. Therefore, they need to develop electronic services (e-services) to support the delivery of information, the requesting of permits, and other services to support interaction during the handling of service requests. The e-services are an extension of the origingal front-office, which consisted of a counter, phone and mail. When adding this extension to the front office, the application used in the back-office should be connected to these e-services. In order to create this connection the fornt- and back-office, wehen separated in functionally, technically or by means of their business processes. This mid office is responsible for creating and contgrolling the needed connections between the front-office and back-office applications. Theis research aims at understanding the mid-office requirements of municipalities and the translation of their requirement into a mid-office architecture.