Proactive and reactive e-government services recommendation

• Published in: Universal access in the information society Vol. 15; no. 4; pp. 681 - 697
• Main Authors: Ayachi, Raouia, Boukhris, Imen, Mellouli, Sehl, Ben Amor, Nahla, Elouedi, Zied
• Format: Journal Article
• Language: English
• Published: Berlin/Heidelberg Springer Berlin Heidelberg 01.11.2016; Springer Nature B.V
• Subjects: Accessibility; Adaptive technology; Computer Communication Networks; Computer Science; Computers and Society; Electronic government; Electronics; Handicapped accessibility; Information Storage and Retrieval; Information Systems Applications (incl.Internet); IT in Business; Long Paper; Personalized; Recommendations; Recommender systems; Social networks; User Interfaces and Human Computer Interaction; E-government services; Personalization; Accessibility; Social media; Recommendation
• ISSN: 1615-5289; 1615-5297
• DOI: 10.1007/s10209-015-0442-z

Governmental portals designed to provide electronic services are generally overloaded with information that may hinder the effectiveness of e-government services. This paper proposes a new framework to supply citizens with adapted content and personalized services that satisfy their requirements and fit with their profiles in order to guarantee universal access to governmental services. The proposed reactive and proactive solutions combine several recommendation techniques that use different data sources i.e., citizen profile, social media databases, citizen’s feedback databases and service databases. It is shown that recommender systems provide citizens with accessible personalized e-government services.