E-Government Services: Comparing Real and Expected User Behavior

被引：5

作者：

Kalenkova, A. A. ^{[1
]}

Ageev, A. A. ^{[1
]}

Lomazova, I. A. ^{[1
]}

van der Aalst, W. M. P. ^{[2
]}

机构：

[1] Natl Res Univ Higher Sch Econ, Moscow, Russia

[2] Eindhoven Univ Technol, Eindhoven, Netherlands

来源：

BUSINESS PROCESS MANAGEMENT WORKSHOPS (BPM 2017) | 2018年 / 308卷

关键词：

E-government services; BPM mining Increasing citizen acceptance; Business process quality Process discovery; Comparing process models BPMN (Business Process Model and Notation);

D O I：

10.1007/978-3-319-74030-0_38

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

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.

引用

页码：484 / 496

页数：13

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