The Semantic Web meets eGovernment

1. The Semantic Web meets eGovernment 2006 AAAI Spring Symposium Series Stanford University, California, USA, March 27-29, 20061 Fostering self-adaptive e-government service improvementusing semantic technologiesN. Stojanovic, Lj. Stojanovic, A. AbeckerFZI at the University of KarlsruheK. HinkelmannFHNW, SwissG. MentzasICCS Athens

2. Agenda • Introduction • FIT

3. 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

4. Introduction: As Is

5. 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 adaptabilitywill help that the acceptance of e-government exceeds that of real administrative offices

6. Introduction: Challenges • How to capture user’s satisfaction/expectations • Public services are off-line services converted for on-line use

7. 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

8. FIT after before

9. 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 supportknowledge sharingbetween front offices, i.e. how to use best practices learned in one front office in other offices

10. 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

11. „customize workflow execution: If the user is from this group, Then present more information“ e.g. „problems in filling-up a form“ „there is a group of users (low language skills) which need more information about the issuing licences“ “problems in filling-up a form in the process of issuing a driving license for foreigners, by some users” 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

12. Thank you