What Does this Device Do?

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New models for digital government: the role of service brokers in driving innovation

Executive summary Digital Government strategies are being rolled out in many Australian and international jurisdictions, ushering in a fundamentally different approach to the design and delivery of public sector services. Digital Government makes digital services (usually delivered through internet and mobile channels) the default delivery channels for the majority of services, and places them at the centre of innovating, designing and operating government services. Public sector or independent service brokers are increasingly important to delivering and designing these services. Service brokers are organisations or businesses that enable customers to interact with other organisations through easy-to-use and seamless interfaces. In the digital realm, a public sector service brokers example is one that provides a customer-focussed portal, such as the Federal Department of Human Services’ MyGov website. Independent service brokers from the private or community sectors can also provide greater service choice and innovation in how people interact with governments. Models for independent service brokers include Digital Mailboxes and Personal Safeboxes (eg Australia Post); public transport information service brokers (eg TripView, Tripgo and Google Transit), taxation service brokers (eg Xero and MYOB Online), community service brokers (eg HubCare) and access brokers for government services (eg public libraries, online access centres, etc) to assist those unable to access digital services. It is likely that the ambitious goals for large-scale adoption of digital government will only be achieved if governments encourage the involvement of independent service brokers to complement the role of public sector service brokers. However, there is currently little guidance on best practice models for agencies seeking to collaborate with independent service brokers or the other way around. This report addresses this critical knowledge gap by providing a practical guide to the service broker model. It explains the different roles of public sector and independent service brokers and provides case studies of service broker models. This will help to inform digital government strategies and policies to encourage the development of public sector and independent service brokers. It also considers how the emergence of a marketplace of service brokers will raise important issues such as how customer data is managed and protected, identity assured and how research and analysis of the data generated by these digital services can help inform better public policies and service improvement

Layered evaluation of interactive adaptive systems : framework and formative methods

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Reports Of Conferences, Institutes, And Seminars

This quarter\u27s column offers coverage of multiple sessions from the 2016 Electronic Resources & Libraries (ER&L) Conference, held April 3–6, 2016, in Austin, Texas. Topics in serials acquisitions dominate the column, including reports on altmetrics, cost per use, demand-driven acquisitions, and scholarly communications and the use of subscriptions agents; ERMS, access, and knowledgebases are also featured

Understanding How to Inform Blind and Low-Vision Users about Data Privacy through Privacy Question Answering Assistants

Understanding and managing data privacy in the digital world can be challenging for sighted users, let alone blind and low-vision (BLV) users. There is limited research on how BLV users, who have special accessibility needs, navigate data privacy, and how potential privacy tools could assist them. We conducted an in-depth qualitative study with 21 US BLV participants to understand their data privacy risk perception and mitigation, as well as their information behaviors related to data privacy. We also explored BLV users' attitudes towards potential privacy question answering (Q&A) assistants that enable them to better navigate data privacy information. We found that BLV users face heightened security and privacy risks, but their risk mitigation is often insufficient. They do not necessarily seek data privacy information but clearly recognize the benefits of a potential privacy Q&A assistant. They also expect privacy Q&A assistants to possess cross-platform compatibility, support multi-modality, and demonstrate robust functionality. Our study sheds light on BLV users' expectations when it comes to usability, accessibility, trust and equity issues regarding digital data privacy.Comment: This research paper is accepted by USENIX Security '2

Evaluating Privacy Adaptation Presentation Methods to support Social Media Users in their Privacy-Related Decision-Making Process

Several privacy scholars have advocated for user-tailored privacy (UTP). A privacy-enhancing adaptive privacy approach to help reconcile users\u27 lack of awareness, privacy management skills and motivation to use available platform privacy features with their need for personalized privacy support in alignment with their privacy preferences. The idea behind UTP is to measure users\u27 privacy characteristics and behaviors, use these measurements to create a personalized model of the user\u27s privacy preferences, and then provide adaptive support to the user in navigating and engaging with the available privacy settings---or even implement certain settings automatically on the user\u27s behalf. To this end, most existing work on UTP has focused on the measurement\u27\u27 and algorithmic modeling\u27\u27 aspect of UTP, however, with less emphasis on the adaptation\u27\u27 aspect. More specifically, limited research efforts have been devoted to the exploration of the presentation of privacy adaptations that align with user privacy preferences. The concept of presentation\u27\u27 goes beyond the visual characteristics of the adaptation: it can profoundly impact the required level of engagement with the system and the user\u27s tendency to follow the suggested privacy adaptation. This dissertation evaluates the potential of three adaptation presentation methods in supporting social media users to make better\u27\u27 privacy protection decisions. These three adaptation presentation methods include 1) automation that involves the automatic application of the privacy settings by the system without user input to alleviate them from having to make frequent privacy decisions; 2) highlights that emphasize certain privacy features to guide users to apply the settings themselves in a subtle but useful manner; and 3) suggestions that can explicitly inform users about the availability of certain settings that can be applied directly by the user. The first study focuses on understanding user perspectives on the different configurations of autonomy and control of the examined three privacy adaptation presentation methods. A second follow-up study examines the effectiveness of these adaptation presentation methods in improving user awareness and engagement with available privacy features. Taking into account social media users\u27 privacy decision-making process (i.e., they often make privacy-related decisions), the final study assesses the impact of privacy-related affect and message framing (i.e., tone style) on users\u27 privacy decisions in adaptation-supported social media environments. We offer insights and provide practical considerations towards the selection and use of optimal\u27\u27 privacy adaptation methods to provide user-tailored privacy decision support

A Virtual Conversational Agent for Teens with Autism: Experimental Results and Design Lessons

We present the design of an online social skills development interface for teenagers with autism spectrum disorder (ASD). The interface is intended to enable private conversation practice anywhere, anytime using a web-browser. Users converse informally with a virtual agent, receiving feedback on nonverbal cues in real-time, and summary feedback. The prototype was developed in consultation with an expert UX designer, two psychologists, and a pediatrician. Using the data from 47 individuals, feedback and dialogue generation were automated using a hidden Markov model and a schema-driven dialogue manager capable of handling multi-topic conversations. We conducted a study with nine high-functioning ASD teenagers. Through a thematic analysis of post-experiment interviews, identified several key design considerations, notably: 1) Users should be fully briefed at the outset about the purpose and limitations of the system, to avoid unrealistic expectations. 2) An interface should incorporate positive acknowledgment of behavior change. 3) Realistic appearance of a virtual agent and responsiveness are important in engaging users. 4) Conversation personalization, for instance in prompting laconic users for more input and reciprocal questions, would help the teenagers engage for longer terms and increase the system's utility