Ralf Klischewski Ingrid Wetzel Serviceflow Management: Caring for the Citizen's Concern in Designing E-government Transaction Processes. 123 2002 HICSS http://csdl.computer.org/comp/proceedings/hicss/2002/1435/05/14350123abs.htm db/conf/hicss/hicss2002-5.html#KlischewskiW02