Abstract
In Europe, large parts of the population use the Internet in their daily life: at work, during their leisure time, or for accessing information, purchasing goods or communication. They now expect public administrations to provide the same level of service that they are accustomed to when using online banking, flight booking or electronic shops. Increasingly, they also expect the types of personalization and user adaptation offered by such commercial services.1 The current norm for e-government portals, which is to confront different citizens with a one-size-fits-all Web interface, is not the optimum way to deliver public sector services because every person is an individual with different knowledge, abilities, skills and preferences. The conventional brick-and-mortar office has a more human face because the clerk can respond to different people in different manners. That is why people tend to use the conventional office rather than the e-government services. To transfer some of the humanity to e-government portals, it is necessary to build adaptive portals for public services. Such user-adaptive portals will increase the usability, and, thus, the acceptance of e-government, enabling administrations to achieve the, as yet, elusive efficiency gains and user satisfaction, which are the primary goals of e-government projects.
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Notes
- 1.
See, for example, E-Government Handbook, www.cdt.org/egov/handbook/.
- 2.
SAP Public Sector reported that public administrations are often overwhelmed by wrongly chosen forms or by forms not necessary at all.
- 3.
Vöcklabruck is a regional center town with 13,000 inhabitants at the northern edge of the Salzkammergut region of Austria.
- 4.
By “content” we assume the meaning and not the syntax of a page.
- 5.
It has been developed based on the existing standards for modeling life events such as the Swiss Standard eCH-001 that aims to give an overview over all relevant e-Government services in Switzerland and therefore to provide a consistent and standardized classification of the services.
- 6.
A page must be annotated with the service it belongs to in order to enable the system to link the user with a service.
- 7.
AHS: Adaptive Hypermedia System.
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Schmidt, KU., Stojanovic, L., Stojanovic, N., Thomas, S. (2010). Personalization in E-Government: An Approach that Combines Semantics and Web 2.0. In: Vitvar, T., Peristeras, V., Tarabanis, K. (eds) Semantic Technologies for E-Government. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-03507-4_11
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