Application of Natural Language Processing to Determine User Satisfaction in Public Services

Research on customer satisfaction has increased substantially in recent years. However, the relative importance and relationships between different determinants of satisfaction remains uncertain. Moreover, quantitative studies to date tend to test for significance of pre-determined factors thought to have an influence with no scalable means to identify other causes of user satisfaction. The gaps in knowledge make it difficult to use available knowledge on user preference for public service improvement. Meanwhile, digital technology development has enabled new methods to collect user feedback, for example through online forums where users can comment freely on their experience. New tools are needed to analyze large volumes of such feedback. Use of topic models is proposed as a feasible solution to aggregate open-ended user opinions that can be easily deployed in the public sector. Generated insights can contribute to a more inclusive decision-making process in public service provision. This novel methodological approach is applied to a case of service reviews of publicly-funded primary care practices in England. Findings from the analysis of 145,000 reviews covering almost 7,700 primary care centers indicate that the quality of interactions with staff and bureaucratic exigencies are the key issues driving user satisfaction across England

Selected Topics on Business Informatics: Editorial Introduction to Issue 13 of CSIMQ

[EN] The objective of this thematic issue is to bring attention to actual research on Business Informatics, as being publicized on the 19th IEEE Conference on Business Informatics (CBI 2017), July 24-27, 2017, in Thessaloniki, Greece. The conference created a productive forum for researchers and practitioners from the fields that contribute to the construction, use and maintenance of information systems and the organisational context in which they are embedded. 10 papers were selected by the Program Chairs Prof. Peri Loucopoulos, Prof. Oscar Pastor and Prof. Jelena Zdravkovic to submit extended versions for a possible publication in Issue 13 of CSIMQ, as well as few external candidate submissions were considered.Zdravkovic, J.; Pastor López, O.; Loucopoulos, P. (2017). Selected Topics on Business Informatics: Editorial Introduction to Issue 13 of CSIMQ. Complex Systems Informatics and Modeling Quarterly. 13:I-II. doi:10.7250/csimq.2017-13.00SIII1

Measuring, Predicting and Visualizing Short-Term Change in Word Representation and Usage in VKontakte Social Network

Language in social media is extremely dynamic: new words emerge, trend and disappear, while the meaning of existing words can fluctuate over time. Such dynamics are especially notable during a period of crisis. This work addresses several important tasks of measuring, visualizing and predicting short term text representation shift, i.e. the change in a word's contextual semantics, and contrasting such shift with surface level word dynamics, or concept drift, observed in social media streams. Unlike previous approaches on learning word representations from text, we study the relationship between short-term concept drift and representation shift on a large social media corpus - VKontakte posts in Russian collected during the Russia-Ukraine crisis in 2014-2015. Our novel contributions include quantitative and qualitative approaches to (1) measure short-term representation shift and contrast it with surface level concept drift; (2) build predictive models to forecast short-term shifts in meaning from previous meaning as well as from concept drift; and (3) visualize short-term representation shift for example keywords to demonstrate the practical use of our approach to discover and track meaning of newly emerging terms in social media. We show that short-term representation shift can be accurately predicted up to several weeks in advance. Our unique approach to modeling and visualizing word representation shifts in social media can be used to explore and characterize specific aspects of the streaming corpus during crisis events and potentially improve other downstream classification tasks including real-time event detection

Assessment of the Effectiveness of the Greek Implementation. VRU-TOO Deliverable 14

The work of VRU-TOO is targeted specifically at the application of ATT for reducing risk and improving comfort (e.g. minimisation of delay) for Vulnerable Road Users, namely pedestrians. To achieve this, the project operates at three levels. At the European level practical pilot implementations in three countries (U.K., Portugal and Greece) are linked with behavioural studies of the micro-level interaction of pedestrians and vehicles and the development of computer simulation models. At the National level, the appropriate Highway Authorities are consulted, according to their functions, for the pilot implementations and informed of the results. Finally, at the local level, the pilot project work is fitted into specfic local (municipality) policy contexts in all three pilot project sites. The present report focuses on the Elefsina pilot application in Greece and the relevant National and Local policy contexts are the following. At the National level, the ultimate responsibility for road safety and signal installations rests with the Ministry of Environment and Public Works. The Ministry is responsible for the adoption of standards and solutions for problems and also for a large number of actual installations, since local authorities lack the size and expertise to undertake such work on their own One of the project's aims is to provide information to the Ministry as to the suitability of the methods developed for aiding pedestrian movement, ultimately leading to a specification for its wider use. The Ministry is expecting to use the final results of the present study for possible modifications of its present standards for pedestrian controlled traffic signals. At the local level (Elefsina) the municipality has, in the past, pursued environmental improvements through pedestrianisation schemes in the city centre. At the same time it has developed a special traffic management policy, to solve a particularly serious problem of through traffic. A summary of the policy is contained in Appendix A and more details in a previous deliverable (Tillis, 1992). In the particular case of Elefsina pedestrian induced delay to through vehicular traffic, may form a key element in this policy ensuring at the same time, an incentive to divert to the existing bypass and enhancing pedestrian movement. The effectiveness of pedestrian detection techniques tested in the pilot, will provide valuable information on the future implementation of the policy. Thus, the Elefsina Pilot Project operates at the same time on three levels: It provides a basis, in combination with the other two pilot project sites, for comparing the effects of pedestrian detection on pedestrian safety and comfort at a European level. It provides information to the National authorities (Ministry of Environment and Public Works) for their standards setting, scheme design and implementation tasks. It fits into a comprehensive plan at the local level for effecting environmental improvements and enhancing pedestrian amenity and comfort at the same time. In addition, an investigation into the capabilities of pedestrian detectors to function as data collection devices, was performed. The data 'quality gap' betweenvehicular and pedestrian tr&c may be closed with the utilisation of microwave pedestrian detectors, providing a more solid foundation for the planning for total person movement through networks (vehicle occupants, public transport passengers, pedestrians). This the second deliverable issued for Elefsina and comprises of the main section which contains a description of the work undertaken, the results and a number of appendices serving as background material in support of the statements in the main text