{"id":"https://openalex.org/W2393358158","doi":"https://doi.org/10.1109/apsec.2015.43","title":"Citizen's Charter Driven Service Area Improvement","display_name":"Citizen's Charter Driven Service Area Improvement","publication_year":2015,"publication_date":"2015-12-01","ids":{"openalex":"https://openalex.org/W2393358158","doi":"https://doi.org/10.1109/apsec.2015.43","mag":"2393358158"},"language":"en","primary_location":{"id":"doi:10.1109/apsec.2015.43","is_oa":false,"landing_page_url":"https://doi.org/10.1109/apsec.2015.43","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"2015 Asia-Pacific Software Engineering Conference (APSEC)","raw_type":"proceedings-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5048661673","display_name":"Anna Marie Fortuito","orcid":null},"institutions":[{"id":"https://openalex.org/I153230381","display_name":"Charles Sturt University","ror":"https://ror.org/00wfvh315","country_code":"AU","type":"education","lineage":["https://openalex.org/I153230381"]}],"countries":["AU"],"is_corresponding":true,"raw_author_name":"Anna Marie Fortuito","raw_affiliation_strings":["School of Computing and Mathematics, Charles Sturt University, Sydney, Australia"],"affiliations":[{"raw_affiliation_string":"School of Computing and Mathematics, Charles Sturt University, Sydney, Australia","institution_ids":["https://openalex.org/I153230381"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5112619686","display_name":"Moshiur Bhuiyan","orcid":null},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Moshiur Bhuiyan","raw_affiliation_strings":["Service Consulting, Enterprise Cloud Systems Pty Ltd, Sydney, Australia"],"affiliations":[{"raw_affiliation_string":"Service Consulting, Enterprise Cloud Systems Pty Ltd, Sydney, Australia","institution_ids":[]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5015609410","display_name":"Farzana Haque","orcid":"https://orcid.org/0000-0003-2810-6256"},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Farzana Haque","raw_affiliation_strings":["Service Consulting, Enterprise Cloud Systems Pty Ltd, Sydney, Australia"],"affiliations":[{"raw_affiliation_string":"Service Consulting, Enterprise Cloud Systems Pty Ltd, Sydney, Australia","institution_ids":[]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5086720543","display_name":"Luba Shabnam","orcid":null},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Luba Shabnam","raw_affiliation_strings":["Service Consulting, Enterprise Cloud Systems Pty Ltd, Sydney, Australia"],"affiliations":[{"raw_affiliation_string":"Service Consulting, Enterprise Cloud Systems Pty Ltd, Sydney, Australia","institution_ids":[]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5053327787","display_name":"Aneesh Krishna","orcid":"https://orcid.org/0000-0001-8637-5732"},"institutions":[{"id":"https://openalex.org/I205640436","display_name":"Curtin University","ror":"https://ror.org/02n415q13","country_code":"AU","type":"education","lineage":["https://openalex.org/I205640436"]}],"countries":["AU"],"is_corresponding":false,"raw_author_name":"Aneesh Krishna","raw_affiliation_strings":["Department of Computing, Curtin University, Perth, Australia"],"affiliations":[{"raw_affiliation_string":"Department of Computing, Curtin University, Perth, Australia","institution_ids":["https://openalex.org/I205640436"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5088333699","display_name":"Chandana Withana","orcid":"https://orcid.org/0000-0002-3007-687X"},"institutions":[{"id":"https://openalex.org/I153230381","display_name":"Charles Sturt University","ror":"https://ror.org/00wfvh315","country_code":"AU","type":"education","lineage":["https://openalex.org/I153230381"]}],"countries":["AU"],"is_corresponding":false,"raw_author_name":"Chandana Withana","raw_affiliation_strings":["School of Computing and Mathematics, Charles Sturt University, Sydney, Australia"],"affiliations":[{"raw_affiliation_string":"School of Computing and Mathematics, Charles Sturt University, Sydney, Australia","institution_ids":["https://openalex.org/I153230381"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":6,"corresponding_author_ids":["https://openalex.org/A5048661673"],"corresponding_institution_ids":["https://openalex.org/I153230381"],"apc_list":null,"apc_paid":null,"fwci":1.77978775,"has_fulltext":false,"cited_by_count":8,"citation_normalized_percentile":{"value":0.89182577,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":97},"biblio":{"volume":null,"issue":null,"first_page":"401","last_page":"408"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T11810","display_name":"Complex Systems and Decision Making","score":0.965399980545044,"subfield":{"id":"https://openalex.org/subfields/1803","display_name":"Management Science and Operations Research"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T11810","display_name":"Complex Systems and Decision Making","score":0.965399980545044,"subfield":{"id":"https://openalex.org/subfields/1803","display_name":"Management Science and Operations Research"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11864","display_name":"Supply Chain Resilience and Risk Management","score":0.9239000082015991,"subfield":{"id":"https://openalex.org/subfields/1408","display_name":"Strategy and Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11024","display_name":"Information Systems Theories and Implementation","score":0.9225999712944031,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/charter","display_name":"Charter","score":0.727312445640564},{"id":"https://openalex.org/keywords/service-delivery-framework","display_name":"Service delivery framework","score":0.6555061340332031},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.623955488204956},{"id":"https://openalex.org/keywords/government","display_name":"Government (linguistics)","score":0.5973833203315735},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.5350834727287292},{"id":"https://openalex.org/keywords/service-design","display_name":"Service design","score":0.49217596650123596},{"id":"https://openalex.org/keywords/process-management","display_name":"Process management","score":0.46283984184265137},{"id":"https://openalex.org/keywords/key","display_name":"Key (lock)","score":0.4411690831184387},{"id":"https://openalex.org/keywords/delegation","display_name":"Delegation","score":0.43504273891448975},{"id":"https://openalex.org/keywords/vulnerability","display_name":"Vulnerability (computing)","score":0.4301838278770447},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.42205047607421875},{"id":"https://openalex.org/keywords/public-relations","display_name":"Public relations","score":0.3731476664543152},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.361357718706131},{"id":"https://openalex.org/keywords/computer-security","display_name":"Computer security","score":0.3211861252784729},{"id":"https://openalex.org/keywords/political-science","display_name":"Political science","score":0.17523890733718872},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.17168661952018738}],"concepts":[{"id":"https://openalex.org/C2777596936","wikidata":"https://www.wikidata.org/wiki/Q727002","display_name":"Charter","level":2,"score":0.727312445640564},{"id":"https://openalex.org/C68595000","wikidata":"https://www.wikidata.org/wiki/Q2274177","display_name":"Service delivery framework","level":3,"score":0.6555061340332031},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.623955488204956},{"id":"https://openalex.org/C2778137410","wikidata":"https://www.wikidata.org/wiki/Q2732820","display_name":"Government (linguistics)","level":2,"score":0.5973833203315735},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.5350834727287292},{"id":"https://openalex.org/C61063171","wikidata":"https://www.wikidata.org/wiki/Q532781","display_name":"Service design","level":4,"score":0.49217596650123596},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.46283984184265137},{"id":"https://openalex.org/C26517878","wikidata":"https://www.wikidata.org/wiki/Q228039","display_name":"Key (lock)","level":2,"score":0.4411690831184387},{"id":"https://openalex.org/C86532276","wikidata":"https://www.wikidata.org/wiki/Q1184065","display_name":"Delegation","level":2,"score":0.43504273891448975},{"id":"https://openalex.org/C95713431","wikidata":"https://www.wikidata.org/wiki/Q631425","display_name":"Vulnerability (computing)","level":2,"score":0.4301838278770447},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.42205047607421875},{"id":"https://openalex.org/C39549134","wikidata":"https://www.wikidata.org/wiki/Q133080","display_name":"Public relations","level":1,"score":0.3731476664543152},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.361357718706131},{"id":"https://openalex.org/C38652104","wikidata":"https://www.wikidata.org/wiki/Q3510521","display_name":"Computer security","level":1,"score":0.3211861252784729},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.17523890733718872},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.17168661952018738},{"id":"https://openalex.org/C41895202","wikidata":"https://www.wikidata.org/wiki/Q8162","display_name":"Linguistics","level":1,"score":0.0},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1109/apsec.2015.43","is_oa":false,"landing_page_url":"https://doi.org/10.1109/apsec.2015.43","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"2015 Asia-Pacific Software Engineering Conference (APSEC)","raw_type":"proceedings-article"},{"id":"pmh:oai:espace.curtin.edu.au:20.500.11937/51647","is_oa":false,"landing_page_url":"http://hdl.handle.net/20.500.11937/51647","pdf_url":null,"source":{"id":"https://openalex.org/S4306401790","display_name":"eSpace (Curtin University)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I205640436","host_organization_name":"Curtin University","host_organization_lineage":["https://openalex.org/I205640436"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"Conference Paper"}],"best_oa_location":null,"sustainable_development_goals":[{"display_name":"Partnerships for the goals","id":"https://metadata.un.org/sdg/17","score":0.5799999833106995}],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":31,"referenced_works":["https://openalex.org/W184115734","https://openalex.org/W1483013903","https://openalex.org/W1484003303","https://openalex.org/W1500953545","https://openalex.org/W1566797984","https://openalex.org/W1692845443","https://openalex.org/W1829531359","https://openalex.org/W1860825398","https://openalex.org/W1971090085","https://openalex.org/W1980565840","https://openalex.org/W2026529230","https://openalex.org/W2029827937","https://openalex.org/W2037885943","https://openalex.org/W2068155429","https://openalex.org/W2084982116","https://openalex.org/W2111910812","https://openalex.org/W2117363856","https://openalex.org/W2152501728","https://openalex.org/W2171000556","https://openalex.org/W2285438612","https://openalex.org/W2406249700","https://openalex.org/W2545382443","https://openalex.org/W4253041212","https://openalex.org/W4254022930","https://openalex.org/W4299515296","https://openalex.org/W6628861241","https://openalex.org/W6629991962","https://openalex.org/W6685056866","https://openalex.org/W6696329154","https://openalex.org/W6713692652","https://openalex.org/W7033939468"],"related_works":["https://openalex.org/W2133079869","https://openalex.org/W2269539645","https://openalex.org/W2301887030","https://openalex.org/W2808736867","https://openalex.org/W1507972240","https://openalex.org/W4243713506","https://openalex.org/W2549510740","https://openalex.org/W2802344883","https://openalex.org/W4220762673","https://openalex.org/W1705160115"],"abstract_inverted_index":{"A":[0],"government":[1],"organisation's":[2],"capability":[3],"is":[4],"reliant":[5],"on":[6,50,135],"its":[7,18],"public":[8,32],"service":[9,19,38,71,104,113,131,148],"offerings":[10,39],"in":[11,27,56,78,102,128],"parallel":[12],"with":[13,33,73],"acceptable":[14],"satisfaction":[15],"level":[16],"of":[17,36,53,76,124,140,152,156],"recipients.":[20],"Government":[21],"organisations":[22],"utilise":[23],"a":[24,103,122],"Citizen's":[25,54,119],"Charter":[26,55,120],"order":[28],"to":[29,145],"furnish":[30],"the":[31,51,74,118],"comprehensive":[34],"details":[35],"their":[37,43,90,141],"that":[40,60],"defines":[41],"how":[42],"overall":[44],"organisational":[45],"goals":[46],"are":[47],"achieved.":[48],"Studies":[49],"implementation":[52],"developing":[57],"countries":[58],"indicated":[59],"important":[61],"social":[62,87,91],"factors":[63,68],"were":[64,115,133],"not":[65],"considered.":[66],"Social":[67],"can":[69],"accelerate":[70],"delivery":[72],"use":[75],"i*":[77],"goal-oriented":[79],"modelling":[80,94],"as":[81,121],"it":[82],"represent":[83],"conditions":[84],"expected":[85],"from":[86],"actors":[88,98,157],"and":[89,106,109,137,158],"dependencies.":[92],"By":[93],"role":[95],"dependencies":[96],"among":[97],"carrying":[99],"out":[100],"services":[101],"area":[105],"applying":[107],"vulnerability":[108,136],"criticality":[110,138],"metrics,":[111],"problem":[112,130],"areas":[114,132,149],"identified":[116],"using":[117],"source":[123],"these":[125,129,147],"methodologies.":[126],"Improvements":[127],"based":[134],"levels":[139],"corresponding":[142],"actors.":[143],"Recommendations":[144],"address":[146],"include":[150],"monitoring":[151],"key":[153],"performance":[154],"indicators":[155],"task":[159],"delegation":[160],"when":[161],"necessary.":[162]},"counts_by_year":[{"year":2025,"cited_by_count":1},{"year":2023,"cited_by_count":1},{"year":2022,"cited_by_count":1},{"year":2018,"cited_by_count":3},{"year":2017,"cited_by_count":1},{"year":2016,"cited_by_count":1}],"updated_date":"2025-11-06T03:46:38.306776","created_date":"2025-10-10T00:00:00"}