icegov2012 proceedings

Figure 19. Information provided after the dialogue completion
6. CONCLUSIONS AND FUTURE WORK
In this paper, we present a notation and platform that facilitates
the informative phase of public service provision (PSP IP). This
model capitalizes on previous work suggesting public services are
represented (usually in models) and subsequently online dialogues
are automatically developed for citizens to obtain personalized
information.
More specifically, we first present a modeling notation for PSP IP.
The notation is influenced by BPMN and graph theory and
suggests PSP informative phase is modeled as a directed acyclic
graph that consists of one start node, one or more eligible and
non-eligible end nodes, questions, answers, information, value
and input documents. Furthermore, we introduce a number of
indicators of graph models such as number of dialogues, max and
min questions in the diagram; max and min required documents;
max and min cost (or subsidy).
We further present a prototype platform that can be used by
domain experts to model PSP IP and by citizens to execute
corresponding dialogues that have been automatically created
from the models. The platform also performs a number of validity
tests on the graph and automatically calculates the values of
indicators thanks to the use of graph theory algorithms. This
platform provides some clear advantage over other approaches
(presented in section 2) as shown at the beginning of section 3.
Future work includes revisiting the proposed modeling notation to
become theoretically solid and robust without losing its
simplicity. It also includes further enriching the modeling
notation. For example, in its current form, the model cannot
handle complex situations such as when Document A or
Document B can be used as required documents to validate an
answer.
Future work also includes a thorough investigation of indicators.
In this work, we introduced a small number of indicators and
implemented a subset of them. However, deeper theoretical work
is needed including validation by experts.
The platform itself is only a proof-of-concept prototype hence
there is substantial room for improvement both in terms of
functionality but also user friendliness, robustness etc.
For example, we would like to enhance the platform to be able to
handle more complex situations, e.g. enabling domain experts
141
from different public authorities to collaborate in order to model a
set of public services required to fulfill a life event. For this
purpose, our intention is to move towards a web-based platform
for service modeling.
Finally, as a next step for our case study, once the above
mentioned work is done, we aim to contact the official authorities
and suggest integrating the Dialogues Presentation Website in the
official Passport Issuance website (www.passport.gov.gr).
7. ACKNOWLEDGMENTS
Part of this work was conducted within the eGovPoliNet project
which is co-funded by the European Commission.
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