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In this chapter, the authors present and discuss the results of the IDEAL-EU project, in which three European Regions - i.e. Tuscany, Catalonia, and Poitou-Charentes - have involved citizens (and particularly young people) in discussing and deliberating on the priorities of the new climate change agenda of the European Parliament, supported by two distinct ICT instruments: a Social Networking Platform and a pan-European Virtual Town Meeting. The authors describe and assess the technical tasks and the concrete initiatives undertaken from project conception to the end of trials. They introduce a participatory workflow composed of four modules: 1) agenda setting and prior analysis, 2) getting support and topic refinement, 3) discussion and deliberation, and 4) orchestration and evaluation. Finally, the authors address the sustainability of the IDEAL-EU workflow and its corresponding ICT infrastructure in the perspective of future utilization in additional eParticipation experiments.

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The article presents users' views on the development of e-government, addressing two interrelated questions that have not been sufficiently answered thus far:(1) How to increase the current low level of e-government use, and (2) How to advance the current practice of analyzing data from e-government satisfaction surveys in order to arrive at guidelines for decision-makers when shaping future actions of e-government development. For this purpose, a cause-and-effect model was developed and operationalized by a set of indicators observed by a citizen satisfaction survey carried out in Slovenia between 2005 and 2006. The model was then estimated using the PLS (Partial Least Squares) regression method. Finally, an improvement-priority matrix was applied to prioritize significant factors. The proposed manner of analyzing data from user surveys offers a universal tool for analyzing drivers and consequences of user satisfaction and the use of e-government, and prioritizing them in order to assist decision-makers in preparing future strategies, action plans, or guidelines for further developments.Points for practitioners Methodological implications:G guidelines on how to conduct e-government user satisfaction surveys;G guidelines on how to analyze user survey data in order to formulate guidelines for future development of e-government.

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Modelling life events is a task of a crucial importance and a first necessary step towards supporting resolution of a particular life event on the active e-government portal. The use of reference models as templates for building life-event models promises savings in time and costs of the modelling process. At the same time, using reference models can increase the quality and accuracy of the established models. The paper proposes a complete set of lifeevent reference models at different abstraction levels that allows for modelling and implementing virtually any life event. The types of reference models range from a general one that provides template for any life-event model, to reference models specialized for establishing models of a specific life event in a specific country or a region or tailored to a set of specific user circumstances and needs.

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