Goal-Oriented RE for E-Services

Current research in service-oriented computing (SoC) is mainly\ud about technology standards for SoC and the design of software components that\ud implement these standards. In this paper we investigate the problem of\ud requirements engineering (RE) for SoC. We propose a framework for goaloriented\ud RE for e-services that identifies patterns in service provisioning and\ud shows how to compose business models from them. Based on an analysis of 19\ud business models for e-intermediaries we identified 10 intermediation service\ud patterns and their goals, and show how we can compose new business models\ud from those patterns in a goal-oriented way. We represent the service patterns\ud using value models, which are models that show which value exchanges\ud business patterns engage in. We conclude the paper with a discussion of how\ud this approach can be extended to include business process patterns to perform\ud the services, and software components that support these processes

DETERMINATION OF USERS SATISFACTION LEVEL REGARDING THE QUALITY OF E-SERVICES PROVIDED BY “BOGDAN-VODA†UNIVERSITY

The results of researches present in the specialized literature emphasize thatthe evaluation of both e-services and traditional services is based on the customers’individual experiences.This paper presents a study conducted for evaluating the e-services provided by BogdanVoda University from an attitudinal perspective, based on 5 indicators of the servicesquality dimensions (tangibles, reliability, responsiveness, assurance and empathy).The study was performed to establish the quality of the e-services provided by theuniversity and whether these services influence the university image. Two basic, but wellstructured questionnaires were used in conducting this study: the first reflects thesubjects’ expectations and the second conveys their perceptions. Assuming that the mostmotivated evaluators of the quality of the e-services provided by the university are itsown students, it has been chosen a sample of 70 Bogdan Voda University juniors.The indicators interpretation is made according to their values: 0 meaning thesatisfactory level of the e-services and dimensions quality, the positive values indicatinga higher than expected service quality while the negative values translate into lower thanexpected service quality.quality, e-services, expectations, perceptions, users, dimensions, indicators.

The elicitation of key performance indicators of e-government providers: A bottom-up approach

Copyright @ 2013 EMCIS.Delivering an adequate e-Government service (e-service) is becoming more of a necessity in today's digital world. In order to improve e-services and increase the engagement of both users' and providers' side, studies on the performance evaluation of such provided e-services are taking places. However a clear identification of the key performance indicators from the e-Government providers’ side is not well explored. This shortcoming hampers the conduct of a holistic evaluation of an e-service provision from the perspective of its stakeholders in order to improve e-services as well as to increase e-services take-ups. In this paper, a systematic process to identify indicators is implemented based on a bottom-up approach. The process used three focus-group meetings with providers, users, and academics in Qatar, Lebanon and UK to collect, identify and validate key indicators from the perspective of e-services’ providers. The approach resulted in the identification of five factors levels (service, technology, employees, policy and management and social responsibilities) with fifteen sub-categories of SMART variables. Hence, leading to the development of a new model, STEPS, that can fully explain and predict e-government success from the providers’ point of view. It will work as a strategic management tool to align various stakeholders on common goal and values based on evidence based evaluation of e-services using smart measurable indicators for the improvement of an e-service at the engagement level in the field of e-government. In addition, other fields can benefit from the outcome of this work, such as logistics service providers, who make their services available across new and existing relationships between the Internet commerce firms, their customers, and their vendors

An Agent-Based Decision Support Model for the Development of E-Services in the Tourist Sector

This paper regards cultural heritage as a strategic development tool for urban tourist policy. It highlights the use of e-services as a central instrument in a competitive tourist sector. The appropriate choice of e-services - and packages thereof - depends on the various strategic considerations of urban stakeholders (agents) and may differ for each individual city. The paper offers a systematic analysis framework for supporting these choices and deploys multi-criteria analysis as a systematic evaluation methodology, in particular the Regime method. The evaluation framework is exemplified through an application to three field cases in Europe, viz. the cities of Amsterdam, Genoa and Leipzig. Our analysis concludes that tailor-made packages of e-services that serve the needs of the stakeholders can be made with the help of our evaluation tools.cultural heritage, e-services, city marketing, agent-based decision support model

European Regions Financing Public e-Services: the Case of EU Structural Funds.

EU Structural Funds represent by far the main source of funding for innovation in general and for eservices in particular in the lagging regions of Europe classified into the “Convergence” objective. The paper explores the amount of resources dedicated to public e-Services and Information Society by elaborating European Commission data on programmed resources for the 2007-13 period. Moreover, the paper represents the first attempt to use a quantitative approach – i.e. a principal component analysis and a cluster analysis – in order to identify the different strategies adopted by European Regions for Information Society development. The results shows that in the “Convergence” Regions, a specific “public e-services strategy” emerges. Regions investing in public e-services tend to concentrate available resources to e-government or e-health, while very low percentage of total funding is dedicated to the other categories such as broadband or infrastructural services.Information society, regional policy, Cohesion Policy, Structural Funds, e-Services, e-Government, Cluster analysis.

The role in enabling government to organize and operate itself in a more efficient and cost effective manner by using the information technology

This paper illustrates the value of interoperability in the delivery of Government e-services: Governmentto- Government, business-to-Government and citizen-to-Government. It describes the many issues involved in achieving successful interoperability programs—together with the tools, technologies and standards that help make this possible.The information technology, the delivery of Government e-services, successful interoperability programs

Financial analysis of e-services investment projects in Romania

Cost-benefit analysis is considered to be one of the most efficient tools in order to quantifiy the neccessity and oportunity of an investment project. The main advantage of this method is that it can be very easily applied in practical situations. Nevertheless using cost-benefit analysis has to take into account the specific elements of the analyzed project in order to draw the appropriate conclusions. Public e-services investment projects are a special type of investment projects that do not generate any incomes and are subject to non-reimbursable funding thorough existing financing programs. These particularities make for some adaptations to the classic cost-benefit analysis methodology.cost-benefit analysis, public e-services, non-reimbursable funding

AN AGENT-BASED DECISION SUPPORT MODEL FOR THE DEVELOPMENT OF E-SERVICES IN THE TOURIST SECTOR

This paper regards cultural heritage as a strategic development tool for urban tourist policy. It highlights the use of e-services as a central instrument in a competitive tourist sector. The appropriate choice of e-services – and packages thereof – depends on the various strategic considerations of urban stakeholders (agents) and may differ for each individual city. The paper offers a systematic analysis framework for supporting these choices and deploys multi-criteria analysis as a systematic evaluation methodology, in particular the Regime method. The evaluation framework is exemplified through an application to three field cases in Europe, viz. the cities of Amsterdam, Genoa and Leipzig. Our analysis concludes that tailor-made packages of e-services that serve the needs of the stakeholders can be made with the help of our evaluation tools.