A flexible system for request processing in government institutions

Abstract

This paper presents a solution for an electronic document handling system for government institutions. The proposed solution introduces a new system aimed at handling various administrative requests with minimal disruption to standard end user habits as well as minimal requirements in terms of end user training. During the development and testing phase, chosen software architecture has proved itself as robust and adaptable to requested changes. As the end user submits a request from a familiar office suite environment, usual problems, such as refusal to engage with new software and complaints about a steep learning curve are avoided. The approval of requests is executed through the standard web application. The system relies on well-defined user roles and an established workflow. The proposed solution can easily be adopted for handling various types of requests, as long as their processing fits into the deployed workflow. This system is designed with specific intention to be a low-barrier entry electronic document management system for existing administrative workers. Use of a standard office application suite for document submission allows existing users easy transition. This eliminates the need for user training and consequently reduces the disruption to the normal workflow.