Developing the quality of Oph.fi web service with regard to management, production and benefits
Enakimio, Kaisa (2014)
2014
Julkaisun pysyvä osoite on
http://urn.fi/URN:NBN:fi:amk-2014102014838
http://urn.fi/URN:NBN:fi:amk-2014102014838
Tiivistelmä
This thesis focuses on discussing how the quality of Finnish National Board of Education (FNBE) web service Oph.fi can be developed in three key areas: management, production and benefits. The study utilises quality criteria for public web services developed by the Ministry of Finance as a framework for first exploring how well the web service currently complies with the criteria and then discussing how the web service needs to be developed in order for its quality to be improved.
The theoretical framework of the study builds on concepts of organisational communication, communications management, web communications, central government communications, e-government, online services and web service quality. The research strategy utilised is action research as the researcher is part of the organisation where the study was implemented. Data collection methods include a quantitative online survey and qualitative focus group discussions with an expert panel. The study also incorporates elements of the Delphi technique.
Findings from the study indicate that development areas of Oph.fi web service arise from engaging and involving users, developing production and management processes, developing internal communications related to the web service as well as strengthening cooperation between different parties.
Several development actions were initiated based on the findings. Key actions included increasing internal communications related to Oph.fi, developing a comprehensive web service strategy for the organisation and drawing up a long-term development plan for Oph.fi. Further efforts are needed to ensure that plans and strategies are realised into concrete actions. These include developing clear quality objectives and performance indicators for the web service as well as educating the organisation to view web service development as a continuous process. Also, engaging top management in steering and monitoring development work can be deemed vital.
The theoretical framework of the study builds on concepts of organisational communication, communications management, web communications, central government communications, e-government, online services and web service quality. The research strategy utilised is action research as the researcher is part of the organisation where the study was implemented. Data collection methods include a quantitative online survey and qualitative focus group discussions with an expert panel. The study also incorporates elements of the Delphi technique.
Findings from the study indicate that development areas of Oph.fi web service arise from engaging and involving users, developing production and management processes, developing internal communications related to the web service as well as strengthening cooperation between different parties.
Several development actions were initiated based on the findings. Key actions included increasing internal communications related to Oph.fi, developing a comprehensive web service strategy for the organisation and drawing up a long-term development plan for Oph.fi. Further efforts are needed to ensure that plans and strategies are realised into concrete actions. These include developing clear quality objectives and performance indicators for the web service as well as educating the organisation to view web service development as a continuous process. Also, engaging top management in steering and monitoring development work can be deemed vital.