Public service improvement with user-centric service composition


Hoppen dos Santos, Joni and Ferreira Pires, Luis and Goncalves da Silva, Eduardo and Iacob, Maria-Eugenia (2011) Public service improvement with user-centric service composition. In: Electronic Government and Electronic Participation, Joint Proceedings of the Ongoing Research and Projects of IFIP EGOV and ePart 2011, 29 Aug - 1 Sep 2011, Delft, the Netherlands (pp. pp. 276-284).

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Abstract:In recent years, public organisations have been challenged to offer electronic services. This has caused a proliferation of disconnected web sites or web portals, often reflecting the internal structures (departments or sections) of these organizations. This paper shows that electronic public services can be improved if these services are designed based on the citizens’ life events, and are supported by a user-centric dynamic service composition approach. A user-centric service composition approach aims at creating orchestrations of available public services at runtime, according to the requirements of the citizens that ultimately use these services. This paper presents, evaluates and justifies our service composition approach, and discusses the prototype that we developed to demonstrate and evaluate this approach. It also shows that the life events strategy supported by our user-centric service composition approach is able to improve the overall experience of public services.
Item Type:Conference or Workshop Item
Electrical Engineering, Mathematics and Computer Science (EEMCS)
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