Public service improvement with user-centric service composition

In recent years, public organisations have been challenged to offer electronic services. This has caused a proliferation of disconnected web sites or web portals, often reflecting the internal structures (departments or sections) of these organizations. This paper shows that electronic public services can be improved if these services are designed based on the citizens’ life events, and are supported by a user-centric dynamic service composition approach. A user-centric service composition approach aims at creating orchestrations of available public services at runtime, according to the requirements of the citizens that ultimately use these services. This paper presents, evaluates and justifies our service composition approach, and discusses the prototype that we developed to demonstrate and evaluate this approach. It also shows that the life events strategy supported by our user-centric service composition approach is able to improve the overall experience of public services