The Key Service Feature of M-Government Based on Interactive User Experiences

Abstract

In today's world, the use of mobile communication devices, especially smartphones, has become a matter of necessity. The services available online include travel booking, banking, and shopping, and also government services. Mobile Government (mGovernment) is quickly becoming a useful tool in civic administration. However, there is a considerable discrepancy between the reality of the user interaction experience of mGovernment and the original vision and intended goal of the application. Research on this group of interactive systems has yielded important findings on the user's ability to interact with these systems, yet additional studies are needed that focus on the exact nature of user interactivity and user experience. This paper examines the key interactive features of the online services provided to Saudi residents and citizens by the Saudi Arabian Ministry of Foreign Affairs (MOFA) mGovernment. This paper follows a qualitative experimental approach and employs meta-analysis and multi-criteria decision analysis. It identifies the key attribute of the interactive service features of the mGovernment application based on interactive user experience. It is found that the task accomplishment of the MOFA mGovernment application constitutes the most important criterion of interaction. INDEX TERMS M-Government, smartphones, government services, interactive feature.

CitizenConnectBot(CCB): The interactive guide to government schemes

“…Examining the interactive internet services provided by the MOFA mGovernment to Saudi citizens and residents [15], and deploying chatbots for citizen services in a Japanese city office [16], demonstrates practical implementations. Combining data mining, machine learning, and natural language processing, new digital channels for citizengovernment contact are established [17].…”

Design and Implementation of a Smart Home Energy Management System Using IoT and Machine Learning

“…Smart Home Energy Management System (SHEMS) is an emerging technology that enables homeowners to monitor and control the energy consumption of their household appliances and devices [8] [19]. The system consists of multiple IoT devices, including smart plugs, sensors, and a central controller, which communicate with each other to collect data on energy consumption and device usage patterns.…”

“…The study does not provide information on the cost and scalability of the system, and the accuracy of the ML algorithms is not evaluated. A smart home energy management system using IoT and machine learning to Home automation systemsused a genetic algorithm to Home automation systems [8].…”