Adaptive municipal electronic forms


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Kuiper, Pieter and Dijk van, Betsy (2009) Adaptive municipal electronic forms. In: Handbook of Research on E-Transformation and Human Resources Management Technologies: Organizational Outcomes and Challenges. Hershey, pp. 116-133. ISBN 9781605663043

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Abstract:Adaptation of electronic forms (e-forms) seems to be a step forward to reduce the burden for people who fill in forms. Municipalities more and more offer e-forms online that can be used by citizens to request a municipal product or service or by municipal employees to place a request on behalf of a citizen. The impression exists that not all users of municipal e-forms are entirely satisfied about the current e-forms. To improve the customer satisfaction a shift must be made from a supply-led to a demand-led approach, including possibilities for tailored information and services. A municipal e-form can automatically adjust to the background, knowledge, interest, goals and restrictions of the user. The user can also adjust the form to his/her needs. Adaptive municipal e-forms can be used for different purposes, that is to make an appointment, to announce a change of address, or to request a passport or building permit. This chapter describes how municipal e-forms can be improved by the use of adaptation.
Item Type:Book Section
Copyright:© 2009 IGI Global
Faculty:
Electrical Engineering, Mathematics and Computer Science (EEMCS)
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Link to this item:http://purl.utwente.nl/publications/68802
Official URL:http://dx.doi.org/10.4018/978-1-60566-304-3.ch007
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