Fostering selfadaptive egovernment service improvement using semantic technologies N' Stojanovic, Lj

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Fostering self-adaptive e-government service
improvementusing semantic technologiesN.
Stojanovic, Lj. Stojanovic, A. AbeckerFZI at the
University of KarlsruheK. HinkelmannFHNW,
SwissG. MentzasICCS Athens
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Agenda

• Introduction
• FIT

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Introduction As Is

• The web portal is a channel to publish
  administrative services on-line, spreading from
  only providing information about a service to
  completely treating a public service
• A large percentage of users still prefer to
  access government services through traditional
  channels
• Users are often lost in the information space of
  a portal and need some specific helps that are
  normally provided in a brick-and-mortar
  environment
• On one hand, the most critical characteristic of
  a portal is to be inclusive
• On the other hand, the delivery of services has
  to be very efficient
• This potential conflict leads to a need for a
  customized delivery of services

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Introduction As Is
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Introduction The need

• The delivery of public services in a front office
  should be tailored to the preferences, needs and
  expectations of each user individually
• Together with the advantages of online
  transactions
• no waiting queues
• no restriction in office hours
• no driving time
• adaptability will help that the acceptance of
  e-government exceeds that of real administrative
  offices

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Introduction Challenges

• How to capture users satisfaction/expectations
• Public services are off-line services converted
  for on-line use

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FIT
The overall objective of FIT is to develop, test
and validate a self-adaptive e-government
framework based on semantic technologies that
will ensure that the quality of public services
is proactively and continually fitted to the
changing preferences and increasing expectations
of e-citizens
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FIT
after
before
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FIT objectives

• a personalized front office (instead of a uniform
  one) that will enable personalized and inclusive
  for all access
• a quality-driven bidirectional platform (instead
  of one way service delivery) that will enable
  context-aware delivery of services and implicit
  capturing of users feedbacks
• a customized back office (instead of an
  inflexible one) that will ensure multi-context
  views on public services based on the user and
  quality model
• framework to support knowledge sharing between
  front offices, i.e. how to use best practices
  learned in one front office in other offices

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Why ontologies

• Ontologies can provide more precise profile
  models
• due to modeling background knowledge
• Ontologies can provide more descriptive profile
  models
• e.g. rule-based profiles
• Ontologies can help in sharing personalization
  models
• due to their formal nature

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FIT Scenario
data about users behaviour
usage in on-line services
information enriched with eGovernement context
knowledge about users preferences
The repetition of the MAPE cycle leads to the
continual improvement of an eGovernment system
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• Thank you