E-government services: comparing real and expected user behavior
| Autor: | Kalenkova, A.A., Ageev, A. A., Lomazova, I A., van der Aalst, W.M.P., Teriente, E., Weidlich, M. |
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| Přispěvatelé: | Process Science |
| Jazyk: | angličtina |
| Rok vydání: | 2018 |
| Předmět: |
Process modeling
Computer science Business process quality Process discovery Process mining 02 engineering and technology computer.software_genre Rendering (computer graphics) Business process discovery BPM mining Human–computer interaction Comparing process models 020204 information systems E-government services 0202 electrical engineering electronic engineering information engineering Information system E-Government business.industry Process discovery 020207 software engineering Usability Increasing citizen acceptance BPM mining Increasing citizen acceptance Comparing process models BPMN (Business Process Model and Notation) BPMN (business process model and notation) Web service Business process quality business computer |
| Zdroj: | Business Process Management Workshops: BPM 2017 International Workshops, Barcelona, Spain, September 10-11, 2017, Revised Papers, 484-496 STARTPAGE=484;ENDPAGE=496;TITLE=Business Process Management Workshops Business Process Management Workshops ISBN: 9783319740294 Business Process Management Workshops |
| Popis: | 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 of this work is to suggest an approach for the comparison of process models and evaluate its applicability when applied to real-life e-government services. |
| Databáze: | OpenAIRE |
| Externí odkaz: |
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