Session 1 - Business Process Reengineering

Abstract: TB E-government system has greatly improved the efficiency and transparency of daily operations of a government. However, most of existing e-government services are provided in a centralized manner and heavily rely on human individuals to control. The highly centralized IT infrastructure is more vulnerable to outside attacks. Also, it is relatively easy to compromise the data integrity by inside rogue users. Furthermore, relying on individuals to monitor and control some of the working flows makes the system error-prone and leaves room for corruption. To address these challenges, we propose to use the blockchain technology and decentralized autonomous organization (DAO) to improve the e-government system. The blockchain-based DAO system works in a fully decentralized way and is immune to both outside and inside attacks. At the same time, operations of such system is only controlled by pre-defined rules; thus, the uncertainty and errors caused by human are greatly reduced. We provide a concrete use case to demonstrate the usage of DAO e-government and evaluate its effectiveness.

Authors: TBA Nour Diallo, Lei Xu, Weidong Shi, Zhimin Gao, Ton Chanh Le, Lin Chen, Nolan Shah, Larry Carranco and Abraham Baez Suarez.

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


Next Event

11 - 13 June 2025
Bern, Switzerland

About Us

We are ICEDEG - a series of conferences organized annually in the area of eDemocracy & eGovernment.


Stay Connected on:


For general information about the conference/tutorials/sponsorship, including registration, please contact us at:

  • info (@)
  • +41 26 300 83 55
  • +41 26 300 97 26
  • Boulevard de Pérolles 90,1700 Fribourg, Switzerland