The saga of electronic services and their locations. Part 2. Electronic Cabinet

In the previous part of Part 1. E-service, we discussed what the e-service is in general. Now let's talk about the places of its provision.

III Organization of complex electronic services

Somewhere at the lowest level of the highly centralized organization I lead, there are people who do my work, and things are going quite smoothly without much effort on my part. I think this is because I am a good worker.
Joseph holler

So, we have established that:

1. Electronic service is a service that has a computer or electronic form of provision, designed to meet the needs of the user;
2. For the qualitative provision of an electronic service, the service must receive complete and reliable information from its consumer. To do this, it must provide a format that defines the form and composition of the data expected from the user;
3. Electronic services can interact with each other without the explicit mediation of a person.

1. Organization of interaction of electronic services

In life it often happens that getting just one simple service is not enough.

First, as we said earlier, to provide a service, you may need information that only another e-service can provide.

Secondly, it may be necessary to clarify with the customer of the service the various nuances of its provision, all possible conditions of rendering, etc.

And thirdly, an experienced person may need to get a whole range of interrelated services.

For example, a certain citizen must register at some address. But for this, he should first be discharged from the previous place of residence. Ideally, he should submit only one application for a comprehensive service “registration-discharge”, which will contain the full information required for both operations. What does this give?

In addition to getting rid of unnecessary gestures with the transfer of applications and responses to them between different instances, operations can still be carried out transactionally. That is, if one of the operations is not feasible for any reason, then both operations are not performed. Thus, in our example, if it is not possible to register a person at a new address, he will not be discharged as before. And you know it removes a whole bunch of problems, check me out, I know this firsthand.

To organize such activities, it is required to clearly represent the algorithm for processing the application by different services, depending on the quality and completeness of the information provided, as well as the integrativeness of the service. In pursuance of this, technological routes should be developed, after passing which, the consumer’s request for the service is converted into the result of interest.

Consequently, besides the electronic services themselves, there must also be a mechanism allowing them to be organized into execution routes. The option of filling out an application for receiving an electronic service on the site is the simplest example of the organization of such a mechanism.

2. Electronic Cabinet

Once again we return to the question of the location of the service, since this topic is precisely the main wish of the customer of this study. Only now we will look at the place where the service is provided, also as a mechanism for organizing the routes for providing electronic services described above.

Reflections on cabinets.

From the foregoing it follows that if the e-service is fully automated, then it does not require any cabinets. She needs a small window in her virtual reality, allowing a person to submit an application and get an answer.

But if in the process of providing this electronic service, human intervention is necessary, then you can consider using a certain virtual cabinet as a way of interactive interaction with this subject. At what, by intervention in this case, one can perceive the effects of not only the service provider, but also its consumer.

In this sense, the provision of services is to some extent akin to the WEB Portal. Here is its definition:

A web portal is a site on a computer network that provides the user with various interactive Internet services that operate within this site. A web portal can consist of several sites.

The concept of web portals - providing the maximum number of Internet services in one place to attract the largest number of users.

What does this give us?

First, the cabinet can provide various tools for manipulating electronic services. That is, the consumer can not just form an application, but, for example, build a route for its processing, select options for obtaining a result, etc.

Secondly, the filing of significant documents, again electronic, formed during the communication of the recipient of services with the person in charge of the office can be stored in such an office. And not necessarily the head of the office, it is a certain person. Responsible persons may vary. This is more like a post. In this sense, the main thing is that a person acts on behalf of the cabinet - an authorized person who has the right to represent him. That is, a consumer of an electronic service can trust the result obtained and hope for non-proliferation of confidential data provided to them. And therefore, thirdly, the cabinet can identify (recognize) the service provider.

In the reviewed material, the cabinet has three important functions:

1. Providing access to certain electronic services, according to certain rules;
2. Collection and provision of information on interaction with consumers of services rendered in the office;
3. Identification of the subject (person, organization, position, etc.), providing or facilitating the provision of services, on behalf of the cabinet;

Let's test these assumptions with a specific example.

Probably the most successful illustration of the work of an electronic office can be recommended doctor's office, virtual of course. There are services that are much more efficient to make electronic and mandatory human intervention, which will take responsibility for the overall result. In this case, the result is sometimes vital, in the truest sense of the word.

For example, the service number 1 - the taking of evidence from the patient, to determine the cabinet (especially electronic), in which it should be sent to start. Then - a queue, no less electronic, allowing the doctor and patient to coordinate their plans, acts as service # 2. As a result, in the patient's electronic card, which will be available in the electronic doctor’s office, the preliminary information necessary for the specialist to start the reception is already collected.

The admission itself can take place in objective reality, somewhere in the clinic: tactile, visual, olfactory, etc. But then the doctor can, by making certain entries in the patient's electronic card, request a service (of course, electronic) for searching for drugs, in the vast electronic spaces of pharmacies, in order to find the best option in a good sense of the word. In principle, these actions can be performed by a nurse, who also represents the same electronic room, but only as an executor of an auxiliary service included in the general package.

The patient, if necessary, with the help of electronic services can book the goods he liked, and even pay for it with the patient’s electronic wallet, taking into account the benefits confirmed for him by the office (his person in charge).

A consumer can perform all these actions in this beautiful electronic office using the tools he kindly provided, but without the presence of the medical staff, saving them valuable time for other sufferers sitting in the electronic queue.

It is worth paying attention to the fact that the electronic office in the described example turns out that not only the doctor (service provider) is needed, but also the patient (consumer). Insofar as the same functions of the cabinet are similarly necessary for the patient: identify themselves in the application for services and benefits, as well as store data on their provision. Such a cabinet service recipient is usually called the "Personal".

Thus, considering the example, we found the fourth - if necessary, identify the consumer of the service.

3. Electronic institution

It turns out that a consumer of services can have a number of Private Offices within the framework of various electronic institutions that provide all kinds of electronic services. For example, such as an electronic store, the website of public services, the website of the MFC, etc.

On the other hand, each such institution, in addition to arranging its own offices (WEB Portals) for the provision of electronic services, provides its clients with separate personal offices for their authorized interaction within this electronic education.


Figure 4. Organization of electronic classrooms

In Figure 4, in addition to authorized services (registered by consumers), a variant of their unauthorized use by random Users (without a Personal Account) is presented. Such opportunities are not all electronic institutions and not all services. But at least one such service should be necessary, because the new user must somehow register, get possession of his Personal Account and become one of the “chosen ones”.

4. Summary

Summarizing all the above.

E-service should have:

1. The possibility of targeted access to it;
2. The mechanism of formation of conditions for its provision. Application of a certain format and interface of the application delivery to the device of its execution;
3. The rendering mechanism;
4. The mechanism for providing the result of its provision;

The electronic cabinet makes sense, mainly in relation to the provision / consumption of electronic services, and the service in this tandem is primary.

Electronic Cabinet can be used as:

1. Access points to certain e-services, according to the stipulated rules;
2. Places for storage of public information, presenting the representatives of the electronic cabinet and electronic services provided by them;
3. Places to store public information about activities performed by subjects in the framework of interaction with the cabinet;
4. The identifier (authenticity verification) of the entity providing or facilitating the provision of the service on behalf of the cabinet;
5. The identifier (authenticity check) of the subject who applied for the service. Including, for the organization of feedback;