Systems Administration in Ontology-Based Applications: The Case of Citizen Relationship Management

Systems Administration in Ontology-Based Applications: The Case of Citizen Relationship Management

Assia Alexandrova (City of Fort Lauderdale, Fort Lauderdale, FL, USA), Borislav Iordanov (Kobrix Software, Inc., Hollywood, FL, USA), Syed Abbas (Community Information and Outreach Department, Miami-Dade County, FL, USA), Phani Upadrasta (Syniverse Technologies, Tampa, FL, USA), Michael Sarasti (Community Information and Outreach Department, Miami-Dade County, FL, USA) and Thomas Hilpold (Community Information and Outreach Department, Miami-Dade County, FL, USA)
DOI: 10.4018/IJPADA.2016040103
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Abstract

A Citizen Relationship Management (OpenCiRM) system was built on a semantic web platform using model-driven development principles, to provide a government call center with operational agility and improved technical integration options. Business domain experts from municipal agencies administered the system by directly manipulating its ontology model. This paper highlights the new ontology engineering tasks and user roles that may emerge in organizations implementing the OpenCiRM system.
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Paper Aim

The goal of the present paper is to highlight some practitioner experiences resulting from the introduction of an ontology-driven application. We aim to describe the different issues and opportunities we have encountered when users have performed business configuration and system administration for the application modules on the OpenCiRM platform. These experiences and issues could be of interest to researchers in academia and industry, as they may inform more systematic investigations of how ontology engineering can transform organizational practices in public organizations.

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