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E-Government Services: Comparing Real and Expected User Behavior

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Business Process Management Workshops (BPM 2017)

Part of the book series: Lecture Notes in Business Information Processing ((LNBIP,volume 308))

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Abstract

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.

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Acknowledgments

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”.

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Authors and Affiliations

  1. National Research University Higher School of Economics, Moscow, Russia

    A. A. Kalenkova, A. A. Ageev & I. A. Lomazova

  2. Eindhoven University of Technology, Eindhoven, The Netherlands

    W. M. P. van der Aalst

Authors
  1. A. A. Kalenkova
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  2. A. A. Ageev
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  3. I. A. Lomazova
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  4. W. M. P. van der Aalst
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Corresponding author

Correspondence to A. A. Kalenkova .

Editor information

Editors and Affiliations

  1. Department of Service and Information System Engineering, Universitat Politècnica de Catalunya, Barcelona, Spain

    Ernest Teniente

  2. Humboldt-Universität zu Berlin, Berlin, Berlin, Germany

    Matthias Weidlich

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Kalenkova, A.A., Ageev, A.A., Lomazova, I.A., van der Aalst, W.M.P. (2018). E-Government Services: Comparing Real and Expected User Behavior. In: Teniente, E., Weidlich, M. (eds) Business Process Management Workshops. BPM 2017. Lecture Notes in Business Information Processing, vol 308. Springer, Cham. https://doi.org/10.1007/978-3-319-74030-0_38

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  • DOI: https://doi.org/10.1007/978-3-319-74030-0_38

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  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-319-74029-4

  • Online ISBN: 978-3-319-74030-0

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