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
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..View full abstract
Awarded by Moscow city Government
This work was supported by the Basic Research Program at the National Research University Higher School of Economics and funded by RFBR and Moscow city Government according to the Research project No 15-37-70008 "mol_a_mos".