Adaptive municipal electronic forms

Pieternel Kuiper; Elisabeth M.A.G. van Dijk

doi:10.4018/978-1-60566-304-3.ch007

Adaptive municipal electronic forms

Pieternel Kuiper, Elisabeth M.A.G. van Dijk

Research output: Chapter in Book/Report/Conference proceeding › Chapter › Academic › peer-review

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Abstract

Adaptation of electronic forms (e-forms) seems to be a step forward to reduce the burden for people who fill in forms. Municipalities more and more offer e-forms online that can be used by citizens to request a municipal product or service or by municipal employees to place a request on behalf of a citizen. The impression exists that not all users of municipal e-forms are entirely satisfied about the current e-forms. To improve the customer satisfaction a shift must be made from a supply-led to a demand-led approach, including possibilities for tailored information and services. A municipal e-form can automatically adjust to the background, knowledge, interest, goals and restrictions of the user. The user can also adjust the form to his/her needs. Adaptive municipal e-forms can be used for different purposes, that is to make an appointment, to announce a change of address, or to request a passport or building permit. This chapter describes how municipal e-forms can be improved by the use of adaptation.

Original language	Undefined
Title of host publication	Handbook of Research on E-Transformation and Human Resources Management Technologies: Organizational Outcomes and Challenges
Editors	Tatiana Bondarouk, Hubertus Johannes Maria Ruel, Karine Guiderdoni-Jourdain, Ewan Oiry
Place of Publication	Hershey
Publisher	IGI Global
Pages	116-133
Number of pages	18
ISBN (Print)	978-1-60566-304-3
DOIs	https://doi.org/10.4018/978-1-60566-304-3.ch007
Publication status	Published - Apr 2009

Publication series

Name
Publisher	Hershey

Keywords

METIS-266454
EWI-16959
HMI-HF: Human Factors
IR-68802

Access to Document

10.4018/978-1-60566-304-3.ch007

Cite this

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title = "Adaptive municipal electronic forms",

abstract = "Adaptation of electronic forms (e-forms) seems to be a step forward to reduce the burden for people who fill in forms. Municipalities more and more offer e-forms online that can be used by citizens to request a municipal product or service or by municipal employees to place a request on behalf of a citizen. The impression exists that not all users of municipal e-forms are entirely satisfied about the current e-forms. To improve the customer satisfaction a shift must be made from a supply-led to a demand-led approach, including possibilities for tailored information and services. A municipal e-form can automatically adjust to the background, knowledge, interest, goals and restrictions of the user. The user can also adjust the form to his/her needs. Adaptive municipal e-forms can be used for different purposes, that is to make an appointment, to announce a change of address, or to request a passport or building permit. This chapter describes how municipal e-forms can be improved by the use of adaptation.",

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Adaptive municipal electronic forms. / Kuiper, Pieternel; van Dijk, Elisabeth M.A.G.
Handbook of Research on E-Transformation and Human Resources Management Technologies: Organizational Outcomes and Challenges. ed. / Tatiana Bondarouk; Hubertus Johannes Maria Ruel; Karine Guiderdoni-Jourdain; Ewan Oiry. Hershey: IGI Global, 2009. p. 116-133.

Research output: Chapter in Book/Report/Conference proceeding › Chapter › Academic › peer-review

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