The design of citizen advisory service to support citizens in accessing e-government services

This paper explores the use of a backward-chaining inference technique in the design of the citizen advisory service (CAS). The salient characteristic of the design is not only to provide interactive advisory services to citizens (front-office), but also to incorporate the governance rule repository for public authorities in order to control and verify the accuracy of knowledge (back-office). This work presents the design of CAS to provide knowledge to citizens in accessing e-government services. The accessibility of e-government life-event portal is discussed to pinpoint the usefulness of CAS. The design of CAS aims to advise citizens in selecting an appropriate e-government service based on citizens´ situations and governance rules. The CAS model consists of three basic components: the e-government advisory interface, backward-chaining rule-based systems, and the governance rule repository.