E-government services: comparing real and expected user behavior

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

Research output: Chapter in Book/Report/Conference proceedingConference contributionAcademicpeer-review

10 Citations (Scopus)
1 Downloads (Pure)


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 languageEnglish
Title of host publicationBusiness Process Management Workshops
Subtitle of host publicationBPM 2017 International Workshops, Barcelona, Spain, September 10-11, 2017, Revised Papers
EditorsE. Teriente, M. Weidlich
Place of PublicationDordrecht
Number of pages13
ISBN (Electronic)978-3-319-74030-0
ISBN (Print)978-3-319-74029-4
Publication statusPublished - 1 Jan 2018
Event15th International Conference on Business Process Management (BPM 2017) - Barcelona, Spain
Duration: 10 Sept 201715 Sept 2017
Conference number: 15

Publication series

NameLecture Notes in Business Information Processing
ISSN (Print)1865-1348


Conference15th International Conference on Business Process Management (BPM 2017)
Abbreviated titleBPM 2017
Internet address


  • 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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