Advanced Quality Tools for eGovernment Services

eGovernment QoS can be investigated either indirectly, by inspecting citizens satisfaction, or directly, by monitoring appropriate technical indicators. To this extent, we based our developments on the eGovernment Inquiry Framework for the management of questionnaire campaigns, which is now a standard component in the Regione Veneto eGovernment platform. We then completed the QoS picture through an eGovernment Technical Monitor, which provides admin istrators a close and flexible control to key performance indicators. Both tools are Java-based, make use of open source libraries and native XML-dbms and are exposed as standard WSDL-defined web services. They adopt an extensible architecture with an associative memory core connecting to higher level statistical variables and can be seen as the first components of an eGovernment QoS architecture with semantic capabilities.