Conference Proceedings

E-Government Services: Comparing Real and Expected User Behavior

Anna Kalenkova, Alexander Ageev, Irina Lomazova, Wil van der Aalst

Lecture Notes in Business Information Processing | Springer International Publishing | Published : 2018

Abstract

E-government web services are becoming increasingly popular among citizens of various countries. Usually, to receive a service, the user has to perform a sequence of steps. This sequence of steps forms a service rendering process. Using process mining techniques this process can be discovered from the information system’s event logs. A discovered process model of a real user behavior can assist in the analysis of service usability. Thus, for popular and well-designed services this process model will coincide with a reference process model of the expected user behavior. While for other services the observed real behavior and the modeled expected behavior can differ significantly. The main aim..

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