E-government services: comparing real and expected user behavior

A.A. Kalenkova; A. A. Ageev; I A. Lomazova; W.M.P. van der Aalst

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

E-government services: comparing real and expected user behavior

A.A. Kalenkova, A. A. Ageev, I A. Lomazova, W.M.P. van der Aalst

Process Science

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › Academic › peer-review

10 Citations (Scopus)

1 Downloads (Pure)

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.

Original language	English
Title of host publication	Business Process Management Workshops
Subtitle of host publication	BPM 2017 International Workshops, Barcelona, Spain, September 10-11, 2017, Revised Papers
Editors	E. Teriente, M. Weidlich
Place of Publication	Dordrecht
Publisher	Springer
Pages	484-496
Number of pages	13
ISBN (Electronic)	978-3-319-74030-0
ISBN (Print)	978-3-319-74029-4
DOIs	https://doi.org/10.1007/978-3-319-74030-0_38
Publication status	Published - 1 Jan 2018
Event	15th International Conference on Business Process Management (BPM 2017) - Barcelona, Spain Duration: 10 Sept 2017 → 15 Sept 2017 Conference number: 15 https://bpm2017.cs.upc.edu/

Publication series

Name	Lecture Notes in Business Information Processing
Volume	308
ISSN (Print)	1865-1348

Conference

Conference	15th International Conference on Business Process Management (BPM 2017)
Abbreviated title	BPM 2017
Country/Territory	Spain
City	Barcelona
Period	10/09/17 → 15/09/17
Internet address	https://bpm2017.cs.upc.edu/

Keywords

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

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

Cite this

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 E. Teriente, & M. Weidlich (Eds.), Business Process Management Workshops: BPM 2017 International Workshops, Barcelona, Spain, September 10-11, 2017, Revised Papers (pp. 484-496). (Lecture Notes in Business Information Processing; Vol. 308). Springer. https://doi.org/10.1007/978-3-319-74030-0_38

Kalenkova, A.A. ; Ageev, A. A. ; Lomazova, I A. et al. / E-government services : comparing real and expected user behavior. Business Process Management Workshops: BPM 2017 International Workshops, Barcelona, Spain, September 10-11, 2017, Revised Papers. editor / E. Teriente ; M. Weidlich. Dordrecht : Springer, 2018. pp. 484-496 (Lecture Notes in Business Information Processing).

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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{\textquoteright}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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Kalenkova, AA, Ageev, AA, Lomazova, IA & van der Aalst, WMP 2018, E-government services: comparing real and expected user behavior. in E Teriente & M Weidlich (eds), Business Process Management Workshops: BPM 2017 International Workshops, Barcelona, Spain, September 10-11, 2017, Revised Papers. Lecture Notes in Business Information Processing, vol. 308, Springer, Dordrecht, pp. 484-496, 15th International Conference on Business Process Management (BPM 2017), Barcelona, Spain, 10/09/17. https://doi.org/10.1007/978-3-319-74030-0_38

E-government services: comparing real and expected user behavior. / Kalenkova, A.A.; Ageev, A. A.; Lomazova, I A. et al.
Business Process Management Workshops: BPM 2017 International Workshops, Barcelona, Spain, September 10-11, 2017, Revised Papers. ed. / E. Teriente; M. Weidlich. Dordrecht: Springer, 2018. p. 484-496 (Lecture Notes in Business Information Processing; Vol. 308).

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › Academic › peer-review

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T1 - E-government services

T2 - 15th International Conference on Business Process Management (BPM 2017)

AU - Kalenkova, A.A.

AU - Ageev, A. A.

AU - Lomazova, I A.

AU - van der Aalst, W.M.P.

N1 - Conference code: 15

PY - 2018/1/1

Y1 - 2018/1/1

N2 - 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.

AB - 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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KW - Business process quality Process discovery

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PB - Springer

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ER -

Kalenkova AA, Ageev AA, Lomazova IA, van der Aalst WMP. E-government services: comparing real and expected user behavior. In Teriente E, Weidlich M, editors, Business Process Management Workshops: BPM 2017 International Workshops, Barcelona, Spain, September 10-11, 2017, Revised Papers. Dordrecht: Springer. 2018. p. 484-496. (Lecture Notes in Business Information Processing). doi: 10.1007/978-3-319-74030-0_38

E-government services: comparing real and expected user behavior

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