Enhancing Core Public Service Vocabulary to Enable Public Service Personalization

Abstract

The provision of public services (PS) is at the heart of public authority operations as it directly affects citizens’ lives and the prosperity of society. Part of PS provision is publishing PS descriptions in an online catalogue to inform citizens and promote transparency. The European Commission has developed Core Public Service Vocabulary Application Profile (CPSV-AP), as a standard European PS data model to facilitate PS catalogue creation and semantic interoperability. However, CPSV-AP is not sufficient to model complex PS with different versions based on rules and citizens’ circumstances (e.g., getting a passport for a child or for an emergency). As a result, citizens cannot obtain personalized information on PS. The aim of this paper is to enhance CPSV-AP in order to support the modeling of complex PS. We illustrate the use of the proposed model in a real-life case study. Specifically, we use the proposed model to develop a knowledge graph and a chatbot that provides personalized information to citizens of the city of Bjelovar (Croatia) regarding the life-event “having a baby”. We believe our research is of interest to researchers on PS data models and public authorities interested in providing personalized PS information to their citizens using chatbots.

An Event-Centric Knowledge Graph Approach for Public Administration as an Enabler for Data Analytics

“…The CPSV-AP cannot handle the different public service versions/variants efficiently [67]. The versions/variants can be modeled as different public services, increasing exponentially the public service descriptions that need to be created as well as duplicating various informa-tion (e.g., information about the public organization or the legislation that remains the same among the versions).…”

Implementation of the integrated public service information system application (SIPUT) to improve public service communication in the Loktuan Village, Bontang City

“…According to Kotler (Badu, 2021), service is any action or activity that can be offered by one party to another, which is essentially intangible and does not result in the ownership of anything. Meanwhile, public service according to Gerontas et al (2022), is any activity carried out by the government against several people who have every activity profitable in collection or entity, and offers satisfaction even though the results are not tied to a product physically. Public services that are provided with fast service indicators through integrated information system applications (SIPUT) are also supported by a good network system and people who can make good and optimal use of them so that the process of public services can be handled quickly there is no more accumulation of files that cause delays processing of citizen files (Francois, 2000;Ashraf et al, 2014).…”