Process Technology for Achieving Government Online Dispute Resolution

争端解决是政府的一项基本和普遍的活动，要求效率、有效性和公平性。本项目建议应用流程技术，通过在线交付开发和评估争议解决流程。其目的是改善争议解决，并加深对如何更成功地开发和评估具有公共治理严格要求的过程的理解。该项目的重点是国家调解委员会（NMB）使用的争端解决程序和方法。知识价值：项目的知识焦点是过程技术对具有特别严格的效率、有效性和公平性要求的过程的适用性。反过来，这些都依赖于对通信和信息流的强有力管理，以及对安全性、隐私性和准确性的强有力保证。建立透明、公平、有效的、由多方利益相关者合作设计的程序可以满足这些要求，并增加对政府的信任。研究将包括评估创新过程定义、分析和协作技术在满足这些严格要求和增加信任方面的成功。这些技术在软件开发、医学和科学数据处理等领域取得了成功。现在将在复杂的在线争议解决领域对其进行评估，其特别具有挑战性的目标是在当事人处于争议的环境中增强信任。这项研究本质上是跨学科的，涉及来自计算机科学、管理和法律研究的研究人员。更广泛的影响：大多数联邦机构必须回应公民和团体的不满，并解决机构与个人和组织之间的争端。联邦政府最近要求其机构使用替代性争议解决（ADR）方法来解决争议。由于国会和总统在20世纪90年代的行动，联邦行政机构必须尽可能使用非对抗性争端解决方案。超过80个联邦机构有这样的调解项目。NMB的客户和兄弟组织将准备好采用这些技术，将在线争议解决应用于他们自己的需求。调查结果将通过传统的出版渠道发布，也将由马萨诸塞大学信息技术和争议解决中心、马萨诸塞大学电子企业研究所以及NMB参与的由25个以上机构组成的美国政府跨机构替代性争议解决（ADR）工作组发布。

Dispute resolution is a fundamental and pervasive activity of government, requring efficiency, effectiveness and fairness. This project proposes applying process technology to develop and evaluate dispute resolution processes through online delivery. The intention is to improve dispute resolution, and deepen understanding of how to be more successful in developing and evaluating processes with the stringent requirements of public governance. The project focus is on the dispute resolution processes and approaches used by the National Mediation Board (NMB). Intellectual Merit: The project's intellectual focus is on the applicability of process technology to processes having particularly stringent efficiency, effectiveness and fairness requirements. These, in turn, rest upon the need for strong management of communications and information flow, and strong assurances about security, privacy, and accuracy. The establishment of transparently fair, validated, processes designed by multi-stakeholder collaboration can meet these requirements, and lead to increased trust in government. The research will include evaluation of the success of innovative process definition, analysis, and collaboration technologies in meeting these stringent requirements and in increasing trust. These technologies have succeeded in such domains as software development, medicine, and scientific data processing.; they will now be evaluated in the complex domain of online dispute resolution, with its particularly challenging goal of trust enhancement in an environment where the parties are in dispute. The research is interdisciplinary in nature, involving researchers from computer science, management, and legal studies. Broader Impacts: Most federal agencies must respond to grievances from citizens and groups, and resolve disputes between the agency and individuals and organizations. The Federal government has recently mandated that its agencies use alternative dispute resolution (ADR) methods to resolve disputes. As a result of both Congressional and Presidential action during the 1990s, federal administrative agencies must use non-adversarial dispute resolution whenever possible. Over eighty Federal agencies have such mediation programs. The NMB's clients and sibling organizations will be prepared to adopt these technologies in applying Online Dispute Resolution to their own needs. Results will be distributed through traditional publication venues and also by the UMass Center for Information Technology and Dispute Resolution, the UMass Electronic Enterprise Institute, and the NMB's participation in the US Government Interagency Alternative Dispute Resolution (ADR) Working Group of over 25 agencies.