1  FZI Forschungszentrum Informatik | Forschungsbereich Information Process Engineering – Intelligente Informationslogistik für eine vernetzte Welt Fostering self-adaptive e-government service improvement using semantic technologies N. Stojanovic, Lj. Stojanovic, A. Abecker FZI at the University of Karlsruhe K. Hinkelmann FHNW, Swiss G. Mentzas ICCS Athens The Semantic Web meets eGovernment 2006 AAAI Spring Symposium Series Stanford University, California, USA, March 27-29, 20061

2  FZI Forschungszentrum Informatik | Forschungsbereich Information Process Engineering – Intelligente Informationslogistik für eine vernetzte Welt Agenda  Introduction  FIT

3  FZI Forschungszentrum Informatik | Forschungsbereich Information Process Engineering – Intelligente Informationslogistik für eine vernetzte Welt 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  FZI Forschungszentrum Informatik | Forschungsbereich Information Process Engineering – Intelligente Informationslogistik für eine vernetzte Welt Introduction: As Is

5  FZI Forschungszentrum Informatik | Forschungsbereich Information Process Engineering – Intelligente Informationslogistik für eine vernetzte Welt 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 adaptability will help that the acceptance of e-government exceeds that of real administrative offices

6  FZI Forschungszentrum Informatik | Forschungsbereich Information Process Engineering – Intelligente Informationslogistik für eine vernetzte Welt Introduction: Challenges  How to capture user’s satisfaction/expectations  Public services are off-line services converted for on-line use

7  FZI Forschungszentrum Informatik | Forschungsbereich Information Process Engineering – Intelligente Informationslogistik für eine vernetzte Welt 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  FZI Forschungszentrum Informatik | Forschungsbereich Information Process Engineering – Intelligente Informationslogistik für eine vernetzte Welt FIT before after

9  FZI Forschungszentrum Informatik | Forschungsbereich Information Process Engineering – Intelligente Informationslogistik für eine vernetzte Welt 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 support knowledge sharing between front offices, i.e. how to use best practices learned in one front office in other offices

10  FZI Forschungszentrum Informatik | Forschungsbereich Information Process Engineering – Intelligente Informationslogistik für eine vernetzte Welt 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  FZI Forschungszentrum Informatik | Forschungsbereich Information Process Engineering – Intelligente Informationslogistik für eine vernetzte Welt data about users‘ behaviour knowledge about users‘ preferences information enriched with eGovernement context usage in on-line services e.g. „problems in filling-up a form“ “problems in filling-up a form in the process of issuing a driving license for foreigners, by some users” „there is a group of users (low language skills) which need more information about the issuing licences“ „customize workflow execution: If the user is from this group, Then present more information“ The repetition of the MAPE cycle leads to the continual improvement of an eGovernment system FIT Scenario

12  FZI Forschungszentrum Informatik | Forschungsbereich Information Process Engineering – Intelligente Informationslogistik für eine vernetzte Welt Thank you