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Proposal on Operator-Assisted e-Government Systems

Authors:
Yoshihiro Uda
Kazuhiro Yoshida
Yoshitoshi Murata

Keywords: e-Government; call center; Web site usability; jargon; operator-assisted application

Abstract:
Japan is ranked 18th in the world in the 2012 United Nation’s e-Government database. People experience poor system usability due to bureaucratic wording (jargon) and non-universal interfaces. For a better e-Government system experience, we propose an operator-assisted e-Government system. In this system, operators at a call center assist applicants by giving application process guidance as well as taking over keyboard operation for people with low IT literacy. Jargon is a major obstacle in Web site usability; therefore, we propose an analysis tool for evaluating current Web sites based on a phrase difficulty index. Evaluation experiments on a prototype system suggested that operator-assisted application shortened the process time by 20% compared to conventional solo application. Also, errors were negligible for operator-assisted application. Calculated process times obtained from the analysis tool showed good agreement with the experimental results. The proposed e-Government system will greatly help to accelerate system usage by the elderly and people with low IT literacy.

Pages: 26 to 32

Copyright: Copyright (c) IARIA, 2014

Publication date: March 23, 2014

Published in: conference

ISSN: 2308-3956

ISBN: 978-1-61208-324-7

Location: Barcelona, Spain

Dates: from March 23, 2014 to March 27, 2014