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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.
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https://hal.inria.fr/hal-02446020
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Helena Kõrge, Regina Erlenheim, Dirk Draheim. Designing Proactive Business Event Services. 11th International Conference on Electronic Participation (ePart), Sep 2019, San Benedetto Del Tronto, Italy. pp.73-84, ⟨10.1007/978-3-030-27397-2_7⟩. ⟨hal-02446020⟩

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