On public service provision informative phase

Online provision of public services (such as passport issuance and establishing a new business) is a priority of eGovernment worldwide for over a decade. Public service provision consists of two phases: informative and performative. During the informative phase, citizens or businesses obtain information before actually invoking a public service. This information includes required documents to be submitted, cost, responsible authority etc. The informative phase, although significant, has been overlooked at eGovernment literature. In this paper we present a notation for modeling the informative phase of public services as well as a set of indicators for measuring quantitative and qualitative characteristics of public services. We further present a prototype platform than enables modeling the informative phase of public services and automatically creating online dialogues to be used by citizens for obtaining personalized information on public services. We finally demonstrate the use of the platform by using the passport issuance public service.