The Digitization of Public Services and Its Contribution to the Quality of Service in Relation to User Satisfaction

In recent years, some governments have been working on solutions to transform public administrations and provide high-quality services to users. The United Nations has recommended integrating digital technology into various aspects of life, including public services. The objective is to offer real-time, high-quality digital services, improve the delivery of public services, enhance their effectiveness and efficiency, while achieving objectives such as transparency, interoperability and citizen satisfaction. However, most governments in developing countries are unable to keep up with this trend. As a result, they often create digital public services that fall short of users’ expectations. This study aims to identify the fundamental factors influencing the quality of service in relation to user satisfaction and to explore the relevance of digital technology in implementing this quality within Cameroon public administrations. To achieve this, we used a qualimetric research method, which included non-directive interviews, questionnaires, and structured observations. The results showed that the public services offered in our study environment did not meet users’ expectations. However, the study identified the fundamental aspects to be considered in providing quality public services connected to user satisfaction, as well as the strengths of digitization in achieving this quality.

Cloud Datacenter Selection Using Service Broker Policies:A Survey

Amid the landscape of Cloud Computing(CC),the Cloud Datacenter(DC)stands as a conglomerate of physical servers,whose performance can be hindered by bottlenecks within the realm of proliferating CC services.A linchpin in CC’s performance,the Cloud Service Broker(CSB),orchestrates DC selection.Failure to adroitly route user requests with suitable DCs transforms the CSB into a bottleneck,endangering service quality.To tackle this,deploying an efficient CSB policy becomes imperative,optimizing DC selection to meet stringent Qualityof-Service(QoS)demands.Amidst numerous CSB policies,their implementation grapples with challenges like costs and availability.This article undertakes a holistic review of diverse CSB policies,concurrently surveying the predicaments confronted by current policies.The foremost objective is to pinpoint research gaps and remedies to invigorate future policy development.Additionally,it extensively clarifies various DC selection methodologies employed in CC,enriching practitioners and researchers alike.Employing synthetic analysis,the article systematically assesses and compares myriad DC selection techniques.These analytical insights equip decision-makers with a pragmatic framework to discern the apt technique for their needs.In summation,this discourse resoundingly underscores the paramount importance of adept CSB policies in DC selection,highlighting the imperative role of efficient CSB policies in optimizing CC performance.By emphasizing the significance of these policies and their modeling implications,the article contributes to both the general modeling discourse and its practical applications in the CC domain.

User preferences-aware recommendation for trustworthy cloud services based on fuzzy clustering

The cloud computing has been growing over the past few years, and service providers are creating an intense competitive world of business. This proliferation makes it hard for new users to select a proper service among a large amount of service candidates. A novel user preferences-aware recommendation approach for trustworthy services is presented. For describing the requirements of new users in different application scenarios, user preferences are identified by usage preference, trust preference and cost preference. According to the similarity analysis of usage preference between consumers and new users, the candidates are selected, and these data about service trust provided by them are calculated as the fuzzy comprehensive evaluations. In accordance with the trust and cost preferences of new users, the dynamic fuzzy clusters are generated based on the fuzzy similarity computation. Then, the most suitable services can be selected to recommend to new users. The experiments show that this approach is effective and feasible, and can improve the quality of services recommendation meeting the requirements of new users in different scenario.

Research on User Permission Isolation for Multi-Users Service-Oriented Program

For the super user privilege control problem in system services, a user permission isolation method is proposed. Based on virtualization technology, the permission limited environments are constructed for different users. According to privilege sets, the users, mapping relations are built among users, isolated domains and program modules. Besides, we give an algorithm for division of program permissions based on Concept Lattices. And the security strategies are designed for different isolated domains. Finally, we propose the implications of least privilege, and prove that the method eliminates the potential privileged users in system services.

Users’ Perception and Satisfaction of Current Situation of Home Health Care Services in Jordan

Background: The healthcare system in Jordan is evolving and has to continuously respond to the changing risk profile of the population. The purpose of this study was to examine perception of users and providers of the quality of home health care services. Methods: A descriptive design was used to collect data from a convenience sample of 82 users of home health care services. Results: Users had low to fair satisfaction (30.5% - 69.5%) about the quality of care provided, had moderate satisfaction (72.0% to 81.7%) about the information received, and had low to fair satisfaction about education related to goal of treatment and medication (46.4% - 53.3%). Users had high level of agreement (>70%) that health agencies provided interpersonal care. Conclusion: The ability of the frail people to choose from a variety of cost-effective long-term care services is limited.

UMIS: A Service for User Model Interoperability

In this paper we describe UMIS, a service architecture that enables user adaptive applications to exchange User Model data on the Web. UMIS provides a set of facilities that allow applications to interoperate with minimum changes in their internal logics and knowledge representation. The goal is to support the process of interoperability in three ways: providing an efficient centralized discovery service;offering a service for simple interaction for the exchange of UM value in a p2p way;and offering a negotiation mechanism to be used in case of communication hurdles (i.e. semantic ambiguities and missing response). We developed a proof-of-concept prototype of UMIS and we tested it with an existing user-adaptive application. According to our test results, our approach improves the communication with respect to standard solutions for interoperability regarding the quality of exchange, with a negligible impact on the communication costs and traffic generation.

Adjusting the information service strategies according to users' requirements—A survey of the library users' information requirements in the four library systems of Zhejiang province

Based on a survey of the circumstances of the information requirements in social science from more than 3,800 library users in 48 libraries of the four major library systems in Zhejiang Province,this paper analyzes the present main characteristics of the users' requirements to the social science document information and puts forward some proposals for adjusting the document information service strategies for the library and information institutions.

User satisfaction-based quality evaluation model and survey analysis of network information service

On the basis of user satisfaction,authors made research hypotheses by learning from relevant e-service quality evaluation models.A questionnaire survey was then conducted on some content-based websites in terms of their convenience,information quality,personalization and site aesthetics,which may affect the overall satisfaction of users.Statistical analysis was also made to build a user satisfaction-based quality evaluation system of network information service.

Factors influencing user adoption of location based service:From the expanded TAM perspective

Purpose:This study intends to examine the factors influencing user adoption of location based service(LBS).Design/methodology/approach:This paper develops the research model for user adoption of LBS with the technology acceptance model(TAM) as the theoretical foundation.Using a questionnaire and sampling method,empirical data was collected from 386 participants.Structured equation modeling was used to test the validity of the proposed model.Findings:The results show that I) perceived ease of use.perceived usefulness and perceived playfulness were direct determinants of behavioral intention,and perceived ease of use has the greatest impact of the three;2) emergency,ubiquity,technology maturity and social trust all have positive and significant impacts on perceived ease of use;3) emergency and social trust significantly influence perceived usefulness positively:4) individualization and social impact significantly affect perceived playfulness positively.Research limitations:Subjects were from China’s mainland,which limits the generalizability of the research findings.The interaction effects of age,gender and user experience were not included.Practical implications:This study offers LBS operators,marketers and application developers insights into the way to attract more users by increasing perceived usefulness,ease of use and playfulness of LBS.Originality/value:Location based service is still a relatively new concept and there were few theoretical and empirical studies that examine user adoption of the serv ice.This study contributes to existing LBS adoption studies by modifying and extending TAM and meanwhile the empirical study will help the research community gain a deeper understanding of the factors affecting user adoption of LBS.

基于用户经验反馈的Web Services可信度评测体系构建

服务之间的可信度是Web Services推广和计价中必须考虑的一个问题。提出服务可信度的影响因素包括QoS可信度和用户对服务执行结果的满意程度。通过用户经验反馈,针对不同领域获取用户对相应服务的可信度评价量化值,并计算QoS的实际满足率,以此建立服务的可信度评测体系。针对QoS欺骗问题,通过定期QoS统计分析,及时进行QoS修正,保持服务的高可信度。通过在模拟系统中的试用,此可信度评测体系在持续欺骗服务实体和暂时性QoS失真情况下均较低为合理。

一种面向Web Services的安全中间件

针对W eb Service广泛应用中存在的安全问题,构建了一种面向W eb Services的安全中间件(Security M idd leware inW eb Services,SMW S),设计了SMW S中间件的体系架构,并着重从用户管理和身份认证两方面深入探讨了具体实现技术.该中间件根据PGP信任模型进行用户管理,将公钥管理与用户管理结为一体,并在此基础上通过三方对等安全协议进行两两相互认证.分析与实验表明,该中间件能简单、安全、有效地解决W eb Services的认证、授权、抗否认、抗重放的安全问题,并能简单地实现单点登录.

基于XML Web Service技术的校园网用户管理和计费系统的设计与实现

结合高校校园网管理的实际情况,提出了利用基于XML Web Service技术实现校园网用户管理和计费系统,并重点地分析了用户管理和计费管理系统的开发应用,可以高效地解决校园网管理中的一些复杂问题.

基于XML的Web Services GUI的实现

基于XML的W eb Service GUI具有便于编写和创建的优点,因此提出了一种基于XML技术(如X form,XS-LT)创建的W eb Service GUI体系结构,该模型很好地支持了在W eb浏览器中直接调用W eb Service,对其拥有的UI特征和相关的XML文件作了详细的分析,并对W SGUI作出了展望。

Architecture and Software Design for a Service Robot in an Elderly-Care Scenario

Systems for ambient assisted living(AAL) that integrate service robots with sensor networks and user monitoring can help elderly people with their daily activities, allowing them to stay in their homes and live active lives for as long as possible. In this paper, we outline the AAL system currently developed in the European project Robot-Era, and describe the engineering aspects and the serviceoriented software architecture of the domestic robot, a service robot with advanced manipulation capabilities. Based on the robot operating system(ROS) middleware, our software integrates a large set of advanced algorithms for navigation, perception, and manipulation. In tests with real end users, the performance and acceptability of the platform are evaluated.

Information perception and feedback mechanism and key techniques of multi-modality human-robot interaction for service robots

With the increasing of the elderly population and the growing hearth care cost, the role of service robots in aiding the disabled and the elderly is becoming important. Many researchers in the world have paid much attention to heaRthcare robots and rehabilitation robots. To get natural and harmonious communication between the user and a service robot, the information perception/feedback ability, and interaction ability for service robots become more important in many key issues.

QoS Evaluation for Web Service Recommendation

Web service recommendation is one of the most important fi elds of research in the area of service computing. The two core problems of Web service recommendation are the prediction of unknown Qo S property values and the evaluation of overall Qo S according to user preferences. Aiming to address these two problems and their current challenges, we propose two efficient approaches to solve these problems. First, unknown Qo S property values were predicted by modeling the high-dimensional Qo S data as tensors, by utilizing an important tensor operation, i.e., tensor composition, to predict these Qo S values. Our method, which considers all Qo S dimensions integrally and uniformly, allows us to predict multi-dimensional Qo S values accurately and easily. Second, the overall Qo S was evaluated by proposing an efficient user preference learning method, which learns user preferences based on users' ratings history data, allowing us to obtain user preferences quantifiably and accurately. By solving these two core problems, it became possible to compute a realistic value for the overall Qo S. The experimental results showed our proposed methods to be more efficient than existing methods.

基于Web Service的大文件传输设计与实现

分析了目前一些主流的文件传输方法,包括文件传输的相关协议以及Web Service技术等。在综合考虑用户对于跨防火墙通信和大数据量文件传输等方面需求的基础上,采用了基于Web Service技术的解决方案来实现文件传输系统。结合运用其他如多线程等多种技术,来有效解决一些大文件传输时经常遇到的如超时、用户体验等问题。

A study on service quality evaluation of digital libraries in China based on tetra-class model

Purpose: This study intends to evaluate the service quality of academic digital libraries(DLs)in China. By utilizing tetra-class model which concentrates on categorizing services according to their contributions to user satisfaction, this paper attempts to visually categorize the specific DL service elements to reveal their present performances, and then further explain the categorizing variations among different groups of users to discover the user preference.Design/methodology/approach: This paper carries out a survey to evaluate user experience on 27 typical DL services summarized from our investigations of representative Chinese university DLs. Based on the five-point Likert-type scale evaluation, the users’ attitudes toward specific service element are divided into negative and positive dimensions. Afterwards,a correspondence analysis is applied to calculate the contributions to satisfaction and dissatisfaction of each service element based on tetra-class model. As a result, the DL service elements of Chinese academic libraries are classified into four categories(i.e. Basic, Secondary,Plus, and Key). Finally, we compared the categorizing variations.Findings: The results show that the DL service elements of Chinese academic libraries are all distributed in Basic and Key services regarding information retrieval and informationorganizing; 80% of the interaction services elements are Plus services, while 50% of the Secondary services are information-providing services. The results also reveal that service categorization is obviously influenced by the users’ education background, especially their disciplines. Furthermore, the users who are older, more highly-educated, or studying in higher reputation universities are more likely to evaluate DL services as either critical or useless.Research limitations: Tetra-class model cannot reveal the interplay among the DL service elements. In addition, the user segmentation in our studies is limited to the sample structure.Practical implications: This empirical study focuses on the evaluation of DL services of academic libraries in China, the analyses of their current performances could provide useful reference for the assessment of other types of Chinese DLs. Moreover, the consideration of user characteristics(gender, age, and education background, etc.) in the DL evaluation would help librarians improve DL services to meet the users’ various needs in teaching and doing scientific research.Originality/value: Different from the frequently-used factor analysis which focuses on the relationship among factors and user satisfaction, this paper tries to use and compare element distributions of different user segments while focusing on various service objectives. Factor analysis shows some flaws as used to measure the element with selected indicators, for it ignores the fact that the indicators which measure the same factor would have different degrees of impacts on user satisfaction. However, the tetra-class model can better visually analyze the performance of each DL service element from its contributions to satisfaction and dissatisfaction, which would help librarians to better understand users’ need and offer DL services more efficiently.

Deployment of Soft Skills for Effective Customer Service in the 21^stCentury Library

The advent of information communication technology in the information environment has brought dramatic changes in the way information is being handled and managed today. This wind of change engineered by ICT has also changed the information seeking behavior of users making them to place more demands on libraries. There is a need for libraries to strive to be effective in their services to customers in order to remain relevant in the information age. The paper considered the deployment of soft skills expressed in terms of staff appearance, approachability, effective communication, positive attitude, ability to cope in difficult situation, and so on, for more effective customer services in the 21st century library. The paper concluded that, effective customer service in libraries is imperative in the 21st century library as it will make library users feel important, improves learning, increases patronage, and promotes library and university image. The outcome of this paper will help the management of libraries irrespective of the type to be more effective in the services they render to their clients. This will ultimately increase patronage and clients retention.

基于Moodle Web Service的应用开发研究

介绍了如何使用Moodle Web Service进行二次开发,而且开发一个能与学校教务管理系统兼容的Moodle用户模块,以便使教务人员能在教务管理系统就能为学生创建Moodle系统用户。