Most existing models in supply chain management literature proving the potential of a vertical logistics collaboration decision see individual decision makers as fully rational agents. Nevertheless, literature review makes clear individuals are usually reluctant to change and in consequence they do not …

This paper describes a business process and organizational re-design and implementation project for an e-government service organization. In this project the initial process execution time of a Virtual Private Network (VPN) connection request has been reduced from some 60 days to 2 days. This has been …