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April 2018, 14(2): 561-582. doi: 10.3934/jimo.2017060

Design of a single window system for e-government services: the chilean case

1. 

School of Engineering, Pontificia Universidad Católica de Chile, Av. Vicuña Mackenna 4860, Santiago, Chile

2. 

Department of Industrial Engineering, Universidad de Chile, Av. República 701, Santiago, Chile

3. 

Telfer School of Management, University of Ottawa, 55 Laurier Ave E, Ottawa, ON K1N 6N5, Canada

Received  March 2016 Revised  November 2016 Published  June 2017

The single window concept refers to systems that allow organizations to provide one-stop services to users. This paper describes a model for the design of a single window system in the context of e-government. The model determines which government service procedures should be incorporated into the system, which technology should be used to execute each procedure and the time in the planning horizon at which technology upgrades and incorporation processes should take place, while maximizing the total social benefit associated with these decisions. The proposed model, a mixed integer linear program, is applied to the particular problem faced by the government of Chile a few years ago. The solution generated by the model for this instance is compared to that obtained through the Chilean government's own method for prioritizing the inclusion of procedures into its single window system. When the proposed model was limited to choosing 60 procedures, the number chosen by the Chilean government's method, the solution produced 1.6 times more benefits. With the limit on the number of procedures removed but considering a budget constraint, the model chose 111 procedures that generated 1.85 times more social benefits than those procedures chosen using the government's method.

Citation: Alejandro Cataldo, Juan-Carlos Ferrer, Pablo A. Rey, Antoine Sauré. Design of a single window system for e-government services: the chilean case. Journal of Industrial & Management Optimization, 2018, 14 (2) : 561-582. doi: 10.3934/jimo.2017060
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R.T. Berger and S. Raghavan, Long-distance access network design, Management Science, 50 (2004), 309-325. doi: 10.1287/mnsc.1030.0161.

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P. BieupoudeY. Azoumah and P. Neveu, Optimization of drinking water distribution networks: Computer-based methods and constructal design, Computers, Environment and Urban Systems, 36 (2012), 434-444. doi: 10.1016/j.compenvurbsys.2012.03.007.

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M.C. GeorgiadisP. TsiakisP. Longinidis and M.K. Sofioglou, Optimal design of supply chain networks under uncertain transient demand variations, Omega, 39 (2011), 254-272. doi: 10.1016/j.omega.2010.07.002.

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F. Gzara and E. Erkut, Telecommunications network design with multiple technologies, Telecommunication Systems, 46 (2011), 149-161. doi: 10.1007/s11235-010-9278-2.

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I. Hipkin, Determining technology strategy in developing countries, Omega, 32 (2004), 245-260. doi: 10.1016/j.omega.2003.11.004.

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C.-I. Hsu and Y.-H. Wen, Reliability evaluation for airline network design in response to fluctuation in passenger demand, Omega, 30 (2002), 197-213. doi: 10.1016/S0305-0483(02)00027-0.

[28]

D. Hu and Z.-W. Liu, Location and capacity design of congested intermediate facilities in networks, Journal of Industrial and Management Optimization, 12 (2016), 449-470. doi: 10.3934/jimo.2016.12.449.

[29]

G. HuJ. ShiW. Pan and J. Wang, A hierarchical model of e- government service capability: An empirical analysis, Government Information Quarterly, 29 (2012), 564-572. doi: 10.1016/j.giq.2012.04.007.

[30]

K.R. IsettI.A. MergelK. LeRouxP.A. Mischen and R.K. Rethemeyer, Networks in public administration scholarship: Understanding where we are and where we need to go, Journal of Public Administration Research and Theory, 21 (2011), i157-i173. doi: 10.1093/jopart/muq061.

[31]

T. JanowskiT.A. Pardo and J. Davies, Government information networks-mapping electronic governance cases through public administration concepts, Government Information Quarterly, 29 (2012), S1-S10. doi: 10.1016/j.giq.2011.11.003.

[32]

D. J. Jorgensen and S. Cable, Facing the challenges of e-goverment: A case study of the city of Corpus Christi, Texas, SAM Advanced Management Journal, 67 (2002), p15.,

[33]

A. KaliontzoglouP. SklavosT. Karantjias and D. Polemi, A secure e- government platform architecture for small to medium sized public organizations, Electronic Commerce Research and Applications, 4 (2005), 174-186. doi: 10.1016/j.elerap.2004.09.002.

[34]

F. KarlssonJ. HolgerssonE. Söderström and K. Hedström, Exploring user participation approaches in public e-service development, Government Information Quarterly, 29 (2012), 158-168. doi: 10.1016/j.giq.2011.07.009.

[35]

S. Ketabi and F. Salzborn, A concavity result for network design problems, Journal of Global Optimization, 24 (2002), 79-88. doi: 10.1023/A:1016231031814.

[36]

K. Layne and J. Lee, Developing fully functional e- government: A four stage model, Government Information Quarterly, 18 (2001), 122-136. doi: 10.1016/S0740-624X(01)00066-1.

[37]

G. LiJ. ShaoD. Xu and W.-Q. Xu, The warehouse-retailer network design game, Journal of Industrial and Management Optimization, 11 (2015), 291-305. doi: 10.3934/jimo.2015.11.291.

[38]

I. Lindgren and G. Jansson, Electronic services in the public sector: A conceptual framework, Government Information Quarterly, 30 (2013), 163-172. doi: 10.1016/j.giq.2012.10.005.

[39]

D. Luling, Taking it online: Anyway, anyplace, anytime... Tennessee anytime, The Journal of Government Financial Management 50 (2001), p42.,

[40]

G.R. MateusH.P. Luna and A.B. Sirihal, Heuristics for distribution network design in telecommunication, Heuristic Approaches for Telecommunications Network Management, Planning and Expansion, (2000), 131-148. doi: 10.1007/978-1-4757-5392-9_7.

[41]

H.B. Milward and L.O. Snyder, Electronic government: Linking citizens to public organizations through technology, Journal of Public Administration Research and Theory, 6 (1996), 261-276. doi: 10.1093/oxfordjournals.jpart.a024310.

[42]

Ministerio Secretaría General de la Presidencia, Agenda Gobierno Electrónico 2002-2005. Proyecto de Reforma y Modernizaci´on del Estado. Santiago, Chile, 2002.,

[43]

S.K. Pandey and P.G. Scott, Red tape: A review and assessment of concepts and measures, Journal of Public Administration Research and Theory, 12 (2002), 553-580.

[44]

C. Pollitt and G. Bouckaert, Public Management Reform: A Comparative Analysis, Oxford University Press, USA, 2004.,

[45]

Á. RamírezAlujas, Reforma Del Estado y Modernización de la Gestión Pública. El Caso Chileno: 1994-2001, working paper, 2001, Universidad de Chile.,

[46]

C.G. Reddick and M. Turner, Channel choice and public service delivery in canada: Comparing e- government to traditional service delivery, Government Information Quarterly, 29 (2012), 1-11. doi: 10.1016/j.giq.2011.03.005.

[47]

F. SáÁ. Rocha and M.P. Cota, From the quality of traditional services to the quality of local e- government online services: A literature review, Government Information Quarterly, 33 (2016), 149-160.

[48]

F. SáÁ. Rocha and M.P. Cota, Potential dimensions for a local e- government services quality model, Telematics and Informatics, 33 (2016), 270-276.

[49]

J. ShuZ. LiH. ShenT. Wu and W. Zhong, A logistics network design model with vendor managed inventory, International Journal of Production Economics, 135 (2012), 754-761. doi: 10.1016/j.ijpe.2011.10.008.

[50]

K. UchidaA. SumaleeD. Watling and R. Connors, A study on network design problems for multi-modal networks by probit-based stochastic user equilibrium, Networks and Spatial Economics, 7 (2007), 213-240. doi: 10.1007/s11067-006-9010-7.

[51]

United Nations, United Nations E- government Survey 2016: E-Government in Support of Sustainable Development, 2016.,

[52]

G. ValdésM. SolarH. AstudilloM. IribarrenG. Concha and M. Visconti, Conception, development and implementation of an e- government maturity model in public agencies, Government Information Quarterly, 28 (2011), 176-187.

[53]

L. van VelsenT. vander GeestM. ter Hedde and W. Derks, Requirements engineering for e- government services: A citizen-centric approach and case study, Government Information Quarterly, 26 (2009), 477-486. doi: 10.1016/j.giq.2009.02.007.

[54]

C. VassilakisG. LepourasC. Halatsis and T.P. Lobo, An XML model for electronic services, Electronic Government, an International Journal, 2 (2005), 41-55.

[55]

E.W. WelchC.C. Hinnant and M.J. Moon, Linking citizen satisfaction with e- government and trust in government, Journal of Public Administration Research and Theory, 15 (2005), 371-391. doi: 10.1093/jopart/mui021.

[56]

E.W. Welch and S.K. Pandey, E- government and bureaucracy: Toward a better understanding of intranet implementation and its effect on red tape, Journal of Public Administration Research and Theory, 17 (2007), 379-404. doi: 10.1093/jopart/mul013.

[57]

A. Whitmore, A statistical analysis of the construction of the United Nations E- government Development Index, Government Information Quarterly, 29 (2012), 68-75. doi: 10.1016/j.giq.2011.06.003.

[58]

M.A. Wimmer and E. Tambouris, Online one-stop government, Information Systems, 95 (2002), 117-130. doi: 10.1007/978-0-387-35604-4_9.

[59]

J. Yang and S. Paul, E- government application at local level: Issues and challenges: An empirical study, Electronic Government, an International Journal, 2 (2005), 56-76.

[60]

M. Yildiz, E- government research: Reviewing the literature, limitations, and ways forward, Government Information Quarterly, 24 (2007), 646-665. doi: 10.1016/j.giq.2007.01.002.

show all references

References:
[1]

R. Agarwal and Ö. Ergun, Ship scheduling and network design for cargo routing in liner shipping, Transportation Science, 42 (2008), 175-196. doi: 10.1287/trsc.1070.0205.

[2]

R. Agarwal and Ö. Ergun, Network design and allocation mechanisms for carrier alliances in liner shipping, Operations Research, 58 (2010), 1726-1742. doi: 10.1287/opre.1100.0848.

[3]

K.V. Andersen and H.Z. Henriksen, E- government maturity models: Extension of the Layne and Lee model, Government Information Quarterly, 23 (2006), 236-248. doi: 10.1016/j.giq.2005.11.008.

[4]

K. AxelssonU. Melin and I. Lindgren, Public e-services for agency efficiency and citizen benefit-Findings from a stakeholder centered analysis, Government Information Quarterly, 30 (2013), 10-22. doi: 10.1016/j.giq.2012.08.002.

[5]

F. BabonneauY. Nesterov and J.-P. Vial, Design and operations of gas transmission networks, Operations Research, 60 (2012), 34-47. doi: 10.1287/opre.1110.1001.

[6]

M. Barzelay, The New Public Management: Improving Research and Policy Dialogue, vol. 3, Univ. of California Press, 2001.,

[7]

D. BelancheL.V. CasalóC. Flavián and J. Schepers, Trust transfer in the continued usage of public e-services, Information & Management, 51 (2014), 627-640. doi: 10.1016/j.im.2014.05.016.

[8]

R.T. Berger and S. Raghavan, Long-distance access network design, Management Science, 50 (2004), 309-325. doi: 10.1287/mnsc.1030.0161.

[9]

P. BieupoudeY. Azoumah and P. Neveu, Optimization of drinking water distribution networks: Computer-based methods and constructal design, Computers, Environment and Urban Systems, 36 (2012), 434-444. doi: 10.1016/j.compenvurbsys.2012.03.007.

[10]

J. Chateau and S. Varas, Gobierno electrónico en Chile: Estado del arte, Proyecto de Reforma y Modernización del Estado del Ministerio Secretaría General de la Presidencia, 2004.,

[11]

M.L. CheongR. Bhatnagar and S.C. Graves, Logistics network design with supplier consolidation hubs and multiple shipment options, Journal of Industrial and Management Optimization, 3 (2007), 51-69. doi: 10.3934/jimo.2007.3.51.

[12]

S. Cohen and W. Eimicke, The use of the internet in government service delivery, 2001.,

[13]

A.M. CostaP.M. França and C. LyraFilho, Two-level network design with intermediate facilities: An application to electrical distribution systems, Omega, 39 (2011), 3-13. doi: 10.1016/j.omega.2010.01.005.

[14]

A. DeCorte and K. Sörensen, Optimisation of gravity-fed water distribution network design: A critical review, European Journal of Operational Research, 228 (2013), 1-10. doi: 10.1016/j.ejor.2012.11.046.

[15]

A. DeNicolaM.L. VillaniM.C. Brugnoli and G. D'Agostino, A methodology for modeling and measuring interdependencies of information and communications systems used for public administration and egovernment services, International Journal of Critical Infrastructure Protection, 14 (2016), 18-27. doi: 10.1016/j.ijcip.2016.06.001.

[16]

T.N. Dhamala, A survey on models and algorithms for discrete evacuation planning network problems, Journal of Industrial and Management Optimization, 11 (2015), 265-289. doi: 10.3934/jimo.2015.11.265.

[17]

A. DiMaio, K. Harris, F. Cladwell and L. Kao, Key Issues in E-Goverment Strategy and Management, Research Notes, Key issues, Gartner Group, 2000.,

[18]

S.D. Formaneck and B.P. Cozzarin, Technology adoption and training practices as a constrained shortest path problem, Omega, 41 (2013), 459-472. doi: 10.1016/j.omega.2012.02.002.

[19]

M.C. GeorgiadisP. TsiakisP. Longinidis and M.K. Sofioglou, Optimal design of supply chain networks under uncertain transient demand variations, Omega, 39 (2011), 254-272. doi: 10.1016/j.omega.2010.07.002.

[20]

M. Ghatee and S.M. Hashemi, Optimal network design and storage management in petroleum distribution network under uncertainty, Engineering Applications of Artificial Intelligence, 22 (2009), 796-807. doi: 10.1016/j.engappai.2009.01.003.

[21]

G. Goldkuhl, E- government design research: Towards the policy-ingrained IT artifact, Government Information Quarterly, 33 (2016), 444-452. doi: 10.1016/j.giq.2016.05.006.

[22]

D. GouscosM. KalikakisM. Legal and S. Papadopoulou, A general model of performance and quality for one-stop e- government service offerings, Government Information Quarterly, 24 (2007), 860-885. doi: 10.1016/j.giq.2006.07.016.

[23]

D. GouscosG. LaskaridisD. LiouliasG. Mentzas and P. Georgiadis, An approach to offering one-stop e- government services-Available technologies and architectural issues, International Conference on Electronic Government, (2002), 264-271.

[24]

F. Gzara and E. Erkut, Telecommunications network design with multiple technologies, Telecommunication Systems, 46 (2011), 149-161. doi: 10.1007/s11235-010-9278-2.

[25]

B. Harris, E- government makes global progress, Government Technology, (2002), 22-28.

[26]

I. Hipkin, Determining technology strategy in developing countries, Omega, 32 (2004), 245-260. doi: 10.1016/j.omega.2003.11.004.

[27]

C.-I. Hsu and Y.-H. Wen, Reliability evaluation for airline network design in response to fluctuation in passenger demand, Omega, 30 (2002), 197-213. doi: 10.1016/S0305-0483(02)00027-0.

[28]

D. Hu and Z.-W. Liu, Location and capacity design of congested intermediate facilities in networks, Journal of Industrial and Management Optimization, 12 (2016), 449-470. doi: 10.3934/jimo.2016.12.449.

[29]

G. HuJ. ShiW. Pan and J. Wang, A hierarchical model of e- government service capability: An empirical analysis, Government Information Quarterly, 29 (2012), 564-572. doi: 10.1016/j.giq.2012.04.007.

[30]

K.R. IsettI.A. MergelK. LeRouxP.A. Mischen and R.K. Rethemeyer, Networks in public administration scholarship: Understanding where we are and where we need to go, Journal of Public Administration Research and Theory, 21 (2011), i157-i173. doi: 10.1093/jopart/muq061.

[31]

T. JanowskiT.A. Pardo and J. Davies, Government information networks-mapping electronic governance cases through public administration concepts, Government Information Quarterly, 29 (2012), S1-S10. doi: 10.1016/j.giq.2011.11.003.

[32]

D. J. Jorgensen and S. Cable, Facing the challenges of e-goverment: A case study of the city of Corpus Christi, Texas, SAM Advanced Management Journal, 67 (2002), p15.,

[33]

A. KaliontzoglouP. SklavosT. Karantjias and D. Polemi, A secure e- government platform architecture for small to medium sized public organizations, Electronic Commerce Research and Applications, 4 (2005), 174-186. doi: 10.1016/j.elerap.2004.09.002.

[34]

F. KarlssonJ. HolgerssonE. Söderström and K. Hedström, Exploring user participation approaches in public e-service development, Government Information Quarterly, 29 (2012), 158-168. doi: 10.1016/j.giq.2011.07.009.

[35]

S. Ketabi and F. Salzborn, A concavity result for network design problems, Journal of Global Optimization, 24 (2002), 79-88. doi: 10.1023/A:1016231031814.

[36]

K. Layne and J. Lee, Developing fully functional e- government: A four stage model, Government Information Quarterly, 18 (2001), 122-136. doi: 10.1016/S0740-624X(01)00066-1.

[37]

G. LiJ. ShaoD. Xu and W.-Q. Xu, The warehouse-retailer network design game, Journal of Industrial and Management Optimization, 11 (2015), 291-305. doi: 10.3934/jimo.2015.11.291.

[38]

I. Lindgren and G. Jansson, Electronic services in the public sector: A conceptual framework, Government Information Quarterly, 30 (2013), 163-172. doi: 10.1016/j.giq.2012.10.005.

[39]

D. Luling, Taking it online: Anyway, anyplace, anytime... Tennessee anytime, The Journal of Government Financial Management 50 (2001), p42.,

[40]

G.R. MateusH.P. Luna and A.B. Sirihal, Heuristics for distribution network design in telecommunication, Heuristic Approaches for Telecommunications Network Management, Planning and Expansion, (2000), 131-148. doi: 10.1007/978-1-4757-5392-9_7.

[41]

H.B. Milward and L.O. Snyder, Electronic government: Linking citizens to public organizations through technology, Journal of Public Administration Research and Theory, 6 (1996), 261-276. doi: 10.1093/oxfordjournals.jpart.a024310.

[42]

Ministerio Secretaría General de la Presidencia, Agenda Gobierno Electrónico 2002-2005. Proyecto de Reforma y Modernizaci´on del Estado. Santiago, Chile, 2002.,

[43]

S.K. Pandey and P.G. Scott, Red tape: A review and assessment of concepts and measures, Journal of Public Administration Research and Theory, 12 (2002), 553-580.

[44]

C. Pollitt and G. Bouckaert, Public Management Reform: A Comparative Analysis, Oxford University Press, USA, 2004.,

[45]

Á. RamírezAlujas, Reforma Del Estado y Modernización de la Gestión Pública. El Caso Chileno: 1994-2001, working paper, 2001, Universidad de Chile.,

[46]

C.G. Reddick and M. Turner, Channel choice and public service delivery in canada: Comparing e- government to traditional service delivery, Government Information Quarterly, 29 (2012), 1-11. doi: 10.1016/j.giq.2011.03.005.

[47]

F. SáÁ. Rocha and M.P. Cota, From the quality of traditional services to the quality of local e- government online services: A literature review, Government Information Quarterly, 33 (2016), 149-160.

[48]

F. SáÁ. Rocha and M.P. Cota, Potential dimensions for a local e- government services quality model, Telematics and Informatics, 33 (2016), 270-276.

[49]

J. ShuZ. LiH. ShenT. Wu and W. Zhong, A logistics network design model with vendor managed inventory, International Journal of Production Economics, 135 (2012), 754-761. doi: 10.1016/j.ijpe.2011.10.008.

[50]

K. UchidaA. SumaleeD. Watling and R. Connors, A study on network design problems for multi-modal networks by probit-based stochastic user equilibrium, Networks and Spatial Economics, 7 (2007), 213-240. doi: 10.1007/s11067-006-9010-7.

[51]

United Nations, United Nations E- government Survey 2016: E-Government in Support of Sustainable Development, 2016.,

[52]

G. ValdésM. SolarH. AstudilloM. IribarrenG. Concha and M. Visconti, Conception, development and implementation of an e- government maturity model in public agencies, Government Information Quarterly, 28 (2011), 176-187.

[53]

L. van VelsenT. vander GeestM. ter Hedde and W. Derks, Requirements engineering for e- government services: A citizen-centric approach and case study, Government Information Quarterly, 26 (2009), 477-486. doi: 10.1016/j.giq.2009.02.007.

[54]

C. VassilakisG. LepourasC. Halatsis and T.P. Lobo, An XML model for electronic services, Electronic Government, an International Journal, 2 (2005), 41-55.

[55]

E.W. WelchC.C. Hinnant and M.J. Moon, Linking citizen satisfaction with e- government and trust in government, Journal of Public Administration Research and Theory, 15 (2005), 371-391. doi: 10.1093/jopart/mui021.

[56]

E.W. Welch and S.K. Pandey, E- government and bureaucracy: Toward a better understanding of intranet implementation and its effect on red tape, Journal of Public Administration Research and Theory, 17 (2007), 379-404. doi: 10.1093/jopart/mul013.

[57]

A. Whitmore, A statistical analysis of the construction of the United Nations E- government Development Index, Government Information Quarterly, 29 (2012), 68-75. doi: 10.1016/j.giq.2011.06.003.

[58]

M.A. Wimmer and E. Tambouris, Online one-stop government, Information Systems, 95 (2002), 117-130. doi: 10.1007/978-0-387-35604-4_9.

[59]

J. Yang and S. Paul, E- government application at local level: Issues and challenges: An empirical study, Electronic Government, an International Journal, 2 (2005), 56-76.

[60]

M. Yildiz, E- government research: Reviewing the literature, limitations, and ways forward, Government Information Quarterly, 24 (2007), 646-665. doi: 10.1016/j.giq.2007.01.002.

Figure 1.  Evolution of a procedure's execution technology over time
Figure 2.  Example of execution relations among procedures
Figure 3.  Execution relation network showing prerequisite procedures for procedure T206
Figure 4.  Execution relation network showing prerequisite procedures for procedure T1059
Table 1.  Attributes contained in the SEGPRES database for each procedure
AttributeDescription
NameName of the procedure.
InstitutionName of the government institution administering the procedure.
DescriptionBrief description of the procedure.
DemandEstimate of the number of annual requests for the procedure by type of execution technology and incorporation status in the single window system (i.e., whether or not it belongs to the system).
Technology levelInformation on the procedure's current execution technology.
Technology upgradeInformation on the time required for a technology upgrade.
PrerequisitesList of direct prerequisite procedures.
SuccessorsList of procedures for which the procedure is a prerequisite (i.e., list of direct successors).
ClassificationSpecifies the type of procedure (i.e, leaf, root, intermediate or independent).
Related proceduresList of all directly related procedures (prerequisites plus successors).
Technology impedimentsInformation on the impediments to the execution of the procedure by a given technology and the estimated time required to overcome the impediments.
AttributeDescription
NameName of the procedure.
InstitutionName of the government institution administering the procedure.
DescriptionBrief description of the procedure.
DemandEstimate of the number of annual requests for the procedure by type of execution technology and incorporation status in the single window system (i.e., whether or not it belongs to the system).
Technology levelInformation on the procedure's current execution technology.
Technology upgradeInformation on the time required for a technology upgrade.
PrerequisitesList of direct prerequisite procedures.
SuccessorsList of procedures for which the procedure is a prerequisite (i.e., list of direct successors).
ClassificationSpecifies the type of procedure (i.e, leaf, root, intermediate or independent).
Related proceduresList of all directly related procedures (prerequisites plus successors).
Technology impedimentsInformation on the impediments to the execution of the procedure by a given technology and the estimated time required to overcome the impediments.
Table 2.  Procedures chosen for incorporation into the single window system by MPT
NCodeProcedure
1T14Application for assistance under agreement with National Fund for the Disabled.
2T29Application for severance pay.
3T235Application for water rights.
4T249Application for firearm registration.
5T289Application for military service status certificate.
8T354Application for FONASA national health card (first time or renewal).
7T365Expungement of criminal record.
8T497Application for change of ground use.
9T553Application for record of border crossings (entries and exits).
10T589Request for authorization to lease a fish-farming concession to a third party.
11T591Request for authorization to transfer a fish-farming concession to a third party a.
12T598Application for modification of a fish-farming concession.
13T615Application for expansion of extractive fishing activities.
14T616Application for extension of extractive fishing activities expiry date.
15T618Request for fish-farming authorization or later modifications.
16T622Request for authorization to continue extractive fishing activities
17T623Authorization to commence extractive fishing activities.
18T624Authorization to commence hydrobiological resources processing activities.
19T755Legalization of documents issued in Chile or abroad.
20T759Request for criminal record.
21T782Primary medical attention, women's health program.
22T885Abandoned residence report.
23T886Renouncement of housing subsidy, unblocking of savings accounts.
24T899Registration update or modification.
25T900Transfer of land title by inheritance.
26T911Application for housing subsidy extension.
27T921Application for transfer basic housing program registration.
28T922Application for tourist visa extension.
29T931Application for permanent residence by student visa holder.
30T932Application for permanent residence by employment contract visa holder.
31T933Application for permanent residence by temporary resident visa holder.
32T1044Declaration of initiation of economic activities and/or national identity number registration for natural persons (Chileans or foreigners).
33T1064National identify card application for Chileans.
34T1071Passport application for Chileans.
35T1073Request for registration of family dependents.
36T1075Marriage license application.
37T1076Motor vehicle registration application.
38T1078Motor vehicle registration transfer.
39T1088Application for temporary import of goods.
40T1089Application for temporary import of goods for processing.
41T1091Private customs warehouse declaration.
42T1232Request for certification as a private non-profit organization.
43T1237Request for certification of fish products exports.
44T1239Permit for exporting bivalve mollusks to the EU
45T1240Permit for exporting bivalve mollusks to the U.S.
46T1252Application to commence extractive fishing and report a change of vessel.
47T1256Application for fish-farming concession.
48T1262Request for registration as small-scale fisher.
49T1274Application for radio broadcasting license.
50T1312Registration of private pension fund management company.
51T1314Application for retirement, old-age, invalidity or survivor's pension benefits.
52T1320Personal credit information certificate.
53T1336Application for temporary/permanent gas transport and distribution permit.
54T1345Appeal of medical certificate refusal for non-compliance with conditions.
55T1347Appeal of family allowance refusal.
56T1348Appeal of refusal of a public service.
57T1349Appeal of refusal of pension or other benefits.
58T1369Application for family register passbook.
59T1382Registration of credit rating agencies.
60T1404Value-added tax rebate for duty-free zone sales.
NCodeProcedure
1T14Application for assistance under agreement with National Fund for the Disabled.
2T29Application for severance pay.
3T235Application for water rights.
4T249Application for firearm registration.
5T289Application for military service status certificate.
8T354Application for FONASA national health card (first time or renewal).
7T365Expungement of criminal record.
8T497Application for change of ground use.
9T553Application for record of border crossings (entries and exits).
10T589Request for authorization to lease a fish-farming concession to a third party.
11T591Request for authorization to transfer a fish-farming concession to a third party a.
12T598Application for modification of a fish-farming concession.
13T615Application for expansion of extractive fishing activities.
14T616Application for extension of extractive fishing activities expiry date.
15T618Request for fish-farming authorization or later modifications.
16T622Request for authorization to continue extractive fishing activities
17T623Authorization to commence extractive fishing activities.
18T624Authorization to commence hydrobiological resources processing activities.
19T755Legalization of documents issued in Chile or abroad.
20T759Request for criminal record.
21T782Primary medical attention, women's health program.
22T885Abandoned residence report.
23T886Renouncement of housing subsidy, unblocking of savings accounts.
24T899Registration update or modification.
25T900Transfer of land title by inheritance.
26T911Application for housing subsidy extension.
27T921Application for transfer basic housing program registration.
28T922Application for tourist visa extension.
29T931Application for permanent residence by student visa holder.
30T932Application for permanent residence by employment contract visa holder.
31T933Application for permanent residence by temporary resident visa holder.
32T1044Declaration of initiation of economic activities and/or national identity number registration for natural persons (Chileans or foreigners).
33T1064National identify card application for Chileans.
34T1071Passport application for Chileans.
35T1073Request for registration of family dependents.
36T1075Marriage license application.
37T1076Motor vehicle registration application.
38T1078Motor vehicle registration transfer.
39T1088Application for temporary import of goods.
40T1089Application for temporary import of goods for processing.
41T1091Private customs warehouse declaration.
42T1232Request for certification as a private non-profit organization.
43T1237Request for certification of fish products exports.
44T1239Permit for exporting bivalve mollusks to the EU
45T1240Permit for exporting bivalve mollusks to the U.S.
46T1252Application to commence extractive fishing and report a change of vessel.
47T1256Application for fish-farming concession.
48T1262Request for registration as small-scale fisher.
49T1274Application for radio broadcasting license.
50T1312Registration of private pension fund management company.
51T1314Application for retirement, old-age, invalidity or survivor's pension benefits.
52T1320Personal credit information certificate.
53T1336Application for temporary/permanent gas transport and distribution permit.
54T1345Appeal of medical certificate refusal for non-compliance with conditions.
55T1347Appeal of family allowance refusal.
56T1348Appeal of refusal of a public service.
57T1349Appeal of refusal of pension or other benefits.
58T1369Application for family register passbook.
59T1382Registration of credit rating agencies.
60T1404Value-added tax rebate for duty-free zone sales.
Table 3.  Procedures chosen for incorporation into the single window system by the proposed model
Code Procedure
T95Registration of business in Business Register
T96Registration of land title
T98Consultation of Business Register
T152Application for subsidy to purchase indigenous land
T197Certificate of registration in Business Register
T206Application for police and prison guard retirement pension
T209Application for family allowance for police pensioners
T255Registration as an importer, exporter, trader, repairer or regular user of firearms).
T289 Application for military service status certificate
T354 Application for FONASA national health system card (first registration or renewal
T361Application for daycare centre
T474School health program registration
T510Application for child survivor's pension (Chilean Army)
T511Application for widow's pension (Chilean Army)
T549Application for child survivor's pension (Chilean Air Force)
T550Application for widow's pension (Chilean Air Force)
T599Application for child survivor's pension (Chilean Navy)
T600Application for widow's pension (Chilean Navy)
T617Approval of original fish-farming proposal or modifications
T713Proof of current registration as a non-profit foundation or corporation
T715Incorporation of churches and religious organization
T744Permit for minor child to travel abroad
T747Legalization of education certificates and degrees
T757Legalization of photocopies for use abroad
T769Official translations
T770Tourist visa
T771Temporary resident visa
T772Employment contract visa
T782 Primary medical attention, women's health program
T931 Application for permanent residence by student visa holder
T932 Application for permanent residence by employment contract visa holder
T933 Application for permanent residence by temporary resident visa holder
T934Application for student visa
T935Application for temporary resident visa
T937Application for employment contract visa
T1026Certifications
T1029Online sworn statement or correction
T1030Online value-added tax return or correction
T1031Online tax return or correction
T1050Password for online access to Internal Taxation Service
T1055Application for criminal record
T1057Stamping of documents
T1059Registration of death
T1060Registration of birth
T1064 Application for Chilean identity card
T1066Application for death certificate
T1067Application for civil marriage certificate
T1068Application for birth certificate
T1069Application for family book
T1071 Application for passport
T1073 Request for registration of family dependents
T1075 Application for marriage license
T1076 Application for motor vehicle registration
T1085Application for release of body by Coroner
T1091 Private customs warehouse declaration
T1098Import of merchandise
T1237 Request for certification of fish products exports
T1251Submission of statistical data
T1254Application for fish-farming authorization
T1267Certification of origin of fish catch and related products
Code Procedure
T95Registration of business in Business Register
T96Registration of land title
T98Consultation of Business Register
T152Application for subsidy to purchase indigenous land
T197Certificate of registration in Business Register
T206Application for police and prison guard retirement pension
T209Application for family allowance for police pensioners
T255Registration as an importer, exporter, trader, repairer or regular user of firearms).
T289 Application for military service status certificate
T354 Application for FONASA national health system card (first registration or renewal
T361Application for daycare centre
T474School health program registration
T510Application for child survivor's pension (Chilean Army)
T511Application for widow's pension (Chilean Army)
T549Application for child survivor's pension (Chilean Air Force)
T550Application for widow's pension (Chilean Air Force)
T599Application for child survivor's pension (Chilean Navy)
T600Application for widow's pension (Chilean Navy)
T617Approval of original fish-farming proposal or modifications
T713Proof of current registration as a non-profit foundation or corporation
T715Incorporation of churches and religious organization
T744Permit for minor child to travel abroad
T747Legalization of education certificates and degrees
T757Legalization of photocopies for use abroad
T769Official translations
T770Tourist visa
T771Temporary resident visa
T772Employment contract visa
T782 Primary medical attention, women's health program
T931 Application for permanent residence by student visa holder
T932 Application for permanent residence by employment contract visa holder
T933 Application for permanent residence by temporary resident visa holder
T934Application for student visa
T935Application for temporary resident visa
T937Application for employment contract visa
T1026Certifications
T1029Online sworn statement or correction
T1030Online value-added tax return or correction
T1031Online tax return or correction
T1050Password for online access to Internal Taxation Service
T1055Application for criminal record
T1057Stamping of documents
T1059Registration of death
T1060Registration of birth
T1064 Application for Chilean identity card
T1066Application for death certificate
T1067Application for civil marriage certificate
T1068Application for birth certificate
T1069Application for family book
T1071 Application for passport
T1073 Request for registration of family dependents
T1075 Application for marriage license
T1076 Application for motor vehicle registration
T1085Application for release of body by Coroner
T1091 Private customs warehouse declaration
T1098Import of merchandise
T1237 Request for certification of fish products exports
T1251Submission of statistical data
T1254Application for fish-farming authorization
T1267Certification of origin of fish catch and related products
Table 4.  Results for the PRYME problem
Year 1Year 2Year 3Year 4Year 5Year 6Total
Implementation in process7253615280111
Implemented0725361528111
Technology 10000000
Technology 20000000
Technology 302301116050
Technology 40000011
Technology 5002921141983
Technology 60000055
Technology 70000000
Year 1Year 2Year 3Year 4Year 5Year 6Total
Implementation in process7253615280111
Implemented0725361528111
Technology 10000000
Technology 20000000
Technology 302301116050
Technology 40000011
Technology 5002921141983
Technology 60000055
Technology 70000000
Table 5.  Procedures chosen by the model in the Legal Status area
Government entity (Code) Name of procedure
National Mobilization Directorate- (T289) Application for military service status certificate.
Ministry of Justice- (T713) Proof of current registration as a non-profit foun-
-dation or corporation.
- (T715) Incorporation of churches and religious organiza-
tion.
Ministry of External- (T757) Legalization of photocopies for use abroad.
Relations- (T769) Official translations.
- (T770) Tourist visa.
- (T771) Temporary resident visa.
- (T772) Employment contract visa.
Ministry of the Interior- (T931) Application for permanent residence by student
visa holder.
- (T932) Application for permanent residence by employ-
ment contract visa holder.
- (T933) Application for permanent residence by tempo-
rary resident visa holder.
- (T934) Application for student visa.
- (T935) Application for temporary resident visa.
- (T937) Application for employment contract visa.
Civil Register and Identification Service- (T1064) Application for Chilean identity card.
Government entity (Code) Name of procedure
National Mobilization Directorate- (T289) Application for military service status certificate.
Ministry of Justice- (T713) Proof of current registration as a non-profit foun-
-dation or corporation.
- (T715) Incorporation of churches and religious organiza-
tion.
Ministry of External- (T757) Legalization of photocopies for use abroad.
Relations- (T769) Official translations.
- (T770) Tourist visa.
- (T771) Temporary resident visa.
- (T772) Employment contract visa.
Ministry of the Interior- (T931) Application for permanent residence by student
visa holder.
- (T932) Application for permanent residence by employ-
ment contract visa holder.
- (T933) Application for permanent residence by tempo-
rary resident visa holder.
- (T934) Application for student visa.
- (T935) Application for temporary resident visa.
- (T937) Application for employment contract visa.
Civil Register and Identification Service- (T1064) Application for Chilean identity card.
Table 6.  Evolution of the execution technology and year of incorporation for Legal Status procedures
CodeYear
1 2 3 4 5 6 S.V.U.
T289Tecn. 0Tecn. 2Tecn. 4Tecn. 4Tecn. 4Tecn. 43
T713Tecn. 0Tecn. 0Tecn. 4Tecn. 4Tecn. 4Tecn. 43
T715Tecn. 0Tecn. 0Tecn. 4Tecn. 4Tecn. 4Tecn. 43
T757Tecn. 0Tecn. 0Tecn. 4Tecn. 4Tecn. 4Tecn. 43
T769Tecn. 0Tecn. 0Tecn. 4Tecn. 4Tecn. 4Tecn. 43
T770Tecn. 0Tecn. 0Tecn. 4Tecn. 4Tecn. 4Tecn. 43
T771Tecn. 0Tecn. 0Tecn. 4Tecn. 4Tecn. 4Tecn. 43
T772Tecn. 0Tecn. 0Tecn. 4Tecn. 4Tecn. 4Tecn. 43
T931Tecn. 0Tecn. 2Tecn. 4Tecn. 4Tecn. 4Tecn. 43
T932Tecn. 0Tecn. 2Tecn. 4Tecn. 4Tecn. 4Tecn. 63
T933Tecn. 0Tecn. 2Tecn. 4Tecn. 4Tecn. 4Tecn. 73
T934Tecn. 2Tecn. 2Tecn. 4Tecn. 4Tecn. 4Tecn. 53
T935Tecn. 2Tecn. 2Tecn. 4Tecn. 4Tecn. 4Tecn. 43
T937Tecn. 2Tecn. 2Tecn. 5Tecn. 5Tecn. 5Tecn. 63
T932Tecn. 0Tecn. 2Tecn. 4Tecn. 4Tecn. 4Tecn. 73
T1064Tecn. 0Tecn. 3Tecn. 4Tecn. 4Tecn. 4Tecn. 43
CodeYear
1 2 3 4 5 6 S.V.U.
T289Tecn. 0Tecn. 2Tecn. 4Tecn. 4Tecn. 4Tecn. 43
T713Tecn. 0Tecn. 0Tecn. 4Tecn. 4Tecn. 4Tecn. 43
T715Tecn. 0Tecn. 0Tecn. 4Tecn. 4Tecn. 4Tecn. 43
T757Tecn. 0Tecn. 0Tecn. 4Tecn. 4Tecn. 4Tecn. 43
T769Tecn. 0Tecn. 0Tecn. 4Tecn. 4Tecn. 4Tecn. 43
T770Tecn. 0Tecn. 0Tecn. 4Tecn. 4Tecn. 4Tecn. 43
T771Tecn. 0Tecn. 0Tecn. 4Tecn. 4Tecn. 4Tecn. 43
T772Tecn. 0Tecn. 0Tecn. 4Tecn. 4Tecn. 4Tecn. 43
T931Tecn. 0Tecn. 2Tecn. 4Tecn. 4Tecn. 4Tecn. 43
T932Tecn. 0Tecn. 2Tecn. 4Tecn. 4Tecn. 4Tecn. 63
T933Tecn. 0Tecn. 2Tecn. 4Tecn. 4Tecn. 4Tecn. 73
T934Tecn. 2Tecn. 2Tecn. 4Tecn. 4Tecn. 4Tecn. 53
T935Tecn. 2Tecn. 2Tecn. 4Tecn. 4Tecn. 4Tecn. 43
T937Tecn. 2Tecn. 2Tecn. 5Tecn. 5Tecn. 5Tecn. 63
T932Tecn. 0Tecn. 2Tecn. 4Tecn. 4Tecn. 4Tecn. 73
T1064Tecn. 0Tecn. 3Tecn. 4Tecn. 4Tecn. 4Tecn. 43
Table 7.  Procedures chosen by the model in the Work area
Government entity (Code) Name of procedure
Police Social Benefits- (T206) Application for police and prison guard retirement pension.
Directorate (DIPRECA)- (T209) Application for family allowance for police pen-sioners.
Internal Taxation Service- (T1050) Password for online access to Internal Taxation Service.
Civil Register and Identification Service- (T1073) Request for registration of family dependents.
Government entity (Code) Name of procedure
Police Social Benefits- (T206) Application for police and prison guard retirement pension.
Directorate (DIPRECA)- (T209) Application for family allowance for police pen-sioners.
Internal Taxation Service- (T1050) Password for online access to Internal Taxation Service.
Civil Register and Identification Service- (T1073) Request for registration of family dependents.
Table 8.  Evolution of the execution technology and year of incorporation for Work procedures
Code Year
1 2 3 4 5 6 S.V.U.
T206Tecn. 0Tecn. 3Tecn. 4Tecn. 4Tecn. 4Tecn. 43
T209Tecn. 0Tecn. 2Tecn. 4Tecn. 5Tecn. 5Tecn. 53
T1050Tecn. 4Tecn. 4Tecn. 4Tecn. 4Tecn. 4Tecn. 42
T1073Tecn. 0Tecn. 0Tecn. 5Tecn. 5Tecn. 5Tecn. 53
Code Year
1 2 3 4 5 6 S.V.U.
T206Tecn. 0Tecn. 3Tecn. 4Tecn. 4Tecn. 4Tecn. 43
T209Tecn. 0Tecn. 2Tecn. 4Tecn. 5Tecn. 5Tecn. 53
T1050Tecn. 4Tecn. 4Tecn. 4Tecn. 4Tecn. 4Tecn. 42
T1073Tecn. 0Tecn. 0Tecn. 5Tecn. 5Tecn. 5Tecn. 53
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