Towards Improving e-Government Services Using Social Media-Based Citizen's Profile Investigation

Ameni Kacem (1, 2) , Rami Belkaroui (1, 3) , Dhouha Jemal (1) , Haithem Ghorbel (1) , Rim Faiz (1) , Ines Hammami Abid (4)

1 LARODEC - Laboratoire de Recherche Opérationnelle de Décision et de Contrôle de Processus
2 IRIT-IRIS - Recherche d’Information et Synthèse d’Information
3 LINA - Laboratoire d'Informatique de Nantes Atlantique
4 UNS - Université Nice Sophia Antipolis (1965 - 2019)

Governments are making considerable efforts in order to enhance citizens' participation in their decision-making and policy processes. In order to understand the citizens' needs, the decision makers need to know more about citizens' behaviors, preferences and ability to use e-government online services. Recently, social media represents a strategic opportunity that can help governments to become more transparent by providing citizens with better services and enhancing information's access in a way that makes them more involved. In this paper, we propose a new conceptual framework that investigates users and communities' profiles based on social media. The aim of this paper is to explore the social citizens' profiles in order to improve and adapt public services, decision making, information sharing, transparency and collaboration enhancing...to the individual's current and relevant needs.

Mots clés: Social Media; Big Data; User Profile; Personalization; Information systems; Recommendation; Open Data; e-Government

Domaines: Intelligence artificielle [cs.AI]; Recherche d'information [cs.IR]

Ameni Kacem, Rami Belkaroui, Dhouha Jemal, Haithem Ghorbel, Rim Faiz, et al.. Towards Improving e-Government Services Using Social Media-Based Citizen's Profile Investigation. 9th International Conference on Theory and Practice of Electronic Governance, Mar 2016, Montevideo, Uruguay. pp.187 - 190, ⟨10.1145/2910019.2910029⟩. ⟨hal-01418818⟩