Modelling Citizen Letters for Public Services automation

Abstract

The publication and, when it is possible, automation of public services on Internet provides advantages for citizens and governance. The former because promotes the transparency and control over governance actions and avoids unneeded presencial inquiries and the latter because information systems help to decrease human resources costs. A number of efforts have been performed by public administrations to provide precise service information online. As this service information is incrementally published, manual interaction to navigate and query these services becomes a difficult task that automated mechanisms could support based on service catalogs. In this paper we introduce an ongoing work proposing the use of ontologies to enable the automated processing -i.e. search and validation- of these service catalogs.