Designing Proactive Business Event Services

Abstract

In the last decade, effectiveness, efficiency and quality have been main objectives in the transformation of government services. Citizen orientation can be seen as the crucial driver behind these objectives. A contemporary theme in all of this is about proactive services. Proactive services switch the service delivery from reactive to proactive, thereby, promising a yet unforeseen level of quality. In this paper, we ask how to successfully design proactive business event services in the Estonian company registration portal. We investigate current problems of this e-service as encountered by Estonian entrepreneurs. We conduct qualitative interviews with experts from the government and micro-business owners that use the registration portal. Based on the findings, we give a set of recommendations for designing proactive business event services in the public sector.

Data-Driven Personalized E-Government Services: Literature Review and Case Study

“…The third direction of research on personalization focuses on modeling the architecture of proactive electronic portals, taking into account the process participants' point of view on what obtaining an electronic service should look like. For a better understanding of the processes, it is proposed to get insights from civil servants and experts [15] as well as end-user [8,14,21] to create a methodology for proactive service design. These studies are also based on the analysis of existing services, taking them into account to improve the proposed methodology.…”