Adaptive municipal electronic forms


Kuiper, Pieternel and Dijk, Betsy van (2009) Adaptive municipal electronic forms. In: Tanya Bondarouk & Huub Ruël & Karine Guiderdoni-Jourdain & Ewan Oiry (Eds.), 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.
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Copyright:© 2009 IGI Global
Electrical Engineering, Mathematics and Computer Science (EEMCS)
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