The Same but Still Different: Forms in E-Government

Scholta H


Abstract
Forms are essential artifacts of government service delivery to transmit information between the customer and the government. However, customers perceive forms as too complex. Since the complexity of a system is influenced by the diversity of its components, this paper’s main contribution is the identification of characteristics of forms and their components that drive the diversity of different forms. For this purpose, we evaluate a set of 69 forms of 27 German municipalities according to various criteria. The results reveal that different partitions of forms in subparts, varying sets of presented and requested data, different element types and varying captions for equal elements drive the complexity of current government forms. On the contrary, orders of elements are similar across the forms at hand.



Publication type
Conference Paper

Peer reviewed
Yes

Publication status
Published

Year
2017

Conference
50th Hawaii International Conference on System Sciences (HICSS 2017)

Venue
Waikoloa Village, Hawaii

Start page
2559

End page
2568

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