Session 1 - Business Process Reengineering

Abstract: Estonia is known for its success in establishing successful e-governance practices and services for citizens as well for businesses. This paper examines the citizens’ customer satisfaction with the Estonian electronic ID user support and takes a closer look at the quality of the user support provided today. We are looking whether today’s customer service level for the electronic ID is satisfactory enough for the users. In order to do that we will ask for objective reasons why the volumes of requests to the user support channels are increasing – there are approximately 30% more users in 2015 compared to the previous year, new users of the electronic ID need more help than earlier, and major software changes have increased the amount of calls. On the basis of the survey´s outcome we will recommend what could be done to control the situation by the state. The aim of this research is to provide a series of recommendations to be considered by the state for better management of the resources and customer satisfaction.

Authors: Ingrid Pappel, Dirk Draheim, Anne Muldme and Mihkel Lauk

Abstract: The use of cellphones has deeply influenced the way how people communicate and live everyday. Because of mobile phones ubiquity, the geolocated information recorded by every activity carried on with them has been used in numerous studies in topics related to human mobility and their relation with socioeconomic indicators. Socioeconomic indicators like health, education and poverty provide insights about the welfare of a region. Subsequently, such geolocated records with their inherent fine granularity are key for a local government in order to take decisions over a region and promote their development. Analysis of CDRS to approximate these indicators has been mainly done over developed and emerging countries like India and Brazil, but there is still a lack of studies over countries in means of development. In the present study, we propose a method to predict three socioeconomic indices at a high granularity, in the context of a developing country. Our study uses the volume of mobile phones calls and SMS (Short Message Service) messages located in a province of Ecuador over different periods of time. Our results demonstrate that activities from mobile phones are an effective and accessible input for determining the economic status of a developing country's cantons. We show that a high mobile phones activity frequency is linked to a population with higher incomes and education level.

Authors: Galo Castillo, Fabricio Layedra, María-Belén Guaranda, Paolo Lara and Carmen Vaca