Using Hotspot Information to Evaluate Citizen Satisfaction in E-Government: Hotspot Information

Using Hotspot Information to Evaluate Citizen Satisfaction in E-Government: Hotspot Information

Gunay Y. Iskandarli (Institute of Information Technology, Azerbaijan National Academy of Sciences, Baku, Azerbaijan)
DOI: 10.4018/IJPADA.2020010104

Abstract

The identification of issues that the public cares about in e-government can help government agencies improve the quality of services and increase citizen satisfaction. In this environment, citizen satisfaction can be provided by finding hotspot services that the public and specific regions are interested in. For this purpose, a method for the detection of hotspot services, citizen satisfaction from these services, and the interests of the regions in e-government has been proposed. In this method, the number of uses from services and the service satisfaction rating has been calculated using the satisfaction score given to them, the system has been evaluated and the fields of the common interests of regions to services have been defined. The method has been evaluated in the practice. In addition, we gave information about citizen satisfaction in e-government environment, and presented a review of the related work.
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1. Introduction

Today, the number of forums, blogs, and microblogs is increasing every day. Using these sources, citizens can express their opinions on certain issues. One of such platforms is e-government. E-government is characterized through the integration of e-democracy, services and resources. E-government portal is considered to be one of the most important channels for the provision of public services and government-citizen interactions. This portal contains numerous valuable information resources provided by state agencies. Using these resources, it is possible operatively and in time to determine the main issues in the interest of the society. It can be detected by using the time, the number of requests, and also the comments on a particular service. In literature, the information that people are more interested in is called hotspot information. We should note that the hotspot can be not only information but also certain events, forums, cities, diseases, business, and so on. For example, by detecting hotspots of diseases, we can identify diseases that most people suffer, and by the means of the hotspots of events, the most common occurrences of particular events (fires etc.) and their reasons can be defined. Moreover, there is also the concept of hotspot information as mentioned above, which has gained popularity in recent years (Wang et al., 2015; Li & Wu, 2010).

Detecting hotspot information in online environment has several benefits and they are mentioned as follows (Wang, 2013):

  • It can help the user make the right decision about certain commodities and services at any period of time;

  • Determining the direction of public interest in society and conducting it to the management in order to assist the related units (organizations/structures) of the Government can provide the Internet users with a “healthy” orientation.

Currently, there exists a number of problems related to the detection of hotspot information. As the number of web pages increases, it becomes difficult to cluster them. This requires extended investigations.

Taking into account the importance of the problem, in the paper, we propose a method to determine the hotspot services and the citizen satisfaction of those services within the e-government. In this method, the number of usages from services and the service satisfaction rating has been calculated using the satisfaction score given to them, the system has been evaluated and the fields of the common interests of regions to services have been defined. The paper is structured as follows. Second 2 includes a review of the related work. Section 3 presents information on providing citizen satisfaction in e-government environment. The proposed method is given in Section 4. Experiment and results are provided in Section 5. Section 6 concludes our paper.

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Today, the Internet has become one of the significant platforms where people receive and share their knowledge. In the meantime, popularity of e-government systems in different areas of administration increases, and therefore, there is an emerging interest in both academia and government sectors to evaluate the different impacts of these systems (Córdoba-Pachón, 2015; Noto, 2015; Anthopoulos & Sirakoulis, 2015). By the use of this environment, it is possible to identify issues that most people are concerned about, their opinions on certain services, hotspot information, and so on. The determination of hotspot information on the Internet is one of the actual problems. A number of studies have been carried out in this direction. Some of these studies have been analyzed below.

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