BPMN Extensions and Semantic Annotation in Public Administration Service Design

Internet of Things (IoT), and in general the Internet of Everything (IoE), are deeply influencing the business processes Digital Transformation, also in the Public Administration context, introducing new actors and interactions among People, Process, Data and Things. Therefore, a re-design of the processes or the creation of new ones is necessary, in a way that the design of a public service meets needs and skills of different end users (citizens, business managers, experts, etc.). This paper presents a framework for the design of public service user interfaces that, on the basis of domain ontologies and BPMn extensions, support the modeling of new interactions with IoT and bot services, in particular Telegram Bots, in the context of public administration processes. A service semantic annotation model can be shared with and reused by other organizations, thus reducing the user interface design and implementation time, and consequently the overall service development time.