A conceptual framework for handling complex administrative processes in e-government

Our research addresses one of the current challenges in e-government: the interoperability of ICT systems and business processes that they support. In order to achieve such interoperability, attention during the phase of analyzing processes is required. Combining the concepts of resource-based view and knowledge based view, we propose a conceptual framework that can be utilized for this task. We apply the proposed framework in selected organizational settings. In this article we summarize the application of our framework within public organizations in Bulgaria. Its usage reveals weak points and issues during process analyzing, in particular problems with processes that are spanning organizational boundaries. As a result of using our proposed framework, collaboration between organisations is facilitated and performance improved.