Measuring Usability to Improve the Efficiency of Electronic Signature-Based e-Government Solutions

Thomas Zefferer (), Vesna Krnjic (), Klaus Stranacher () and Bernd Zwattendorfer ()
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Thomas Zefferer: Graz University of Technology
Vesna Krnjic: Graz University of Technology
Klaus Stranacher: Graz University of Technology
Bernd Zwattendorfer: Graz University of Technology

Chapter Chapter 4 in Measuring E-government Efficiency, 2014, pp 45-74 from Springer

Abstract: Abstract Usability and security are crucial requirements of efficient e-Government services and applications. Given security requirements are mostly met by integration of approved cryptographic methods such as two-factor authentication and qualified electronic signatures. Integration of these technologies into e-Government applications usually introduces additional complexity and often affects the usability of these solutions. So far, research on usability as efficiency-measuring instrument in e-Government has primarily focused on the evaluation of e-Government Web sites only. Usability issues raised by the integration of security-enhancing technologies into e-Government applications have not been considered in detail yet. We filled this gap by conducting a usability analysis of three core components of the Austrian e-Government infrastructure to improve efficiency in this domain. The evaluated components act as middleware and facilitate integration of e-ID and e-Signature tokens such as smart cards and mobile phones into e-Government applications. We have assessed the usability and perceived security of these middleware components by means of a thinking-aloud test with 20 test users. This chapter introduces the evaluated components, discusses the followed methodology, and presents obtained results of the conducted usability test.

Keywords: Smart Card; Technical Background; Installation Process; Answer Research Question; Austrian Citizen (search for similar items in EconPapers)
Date: 2014
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Persistent link: https://EconPapers.repec.org/RePEc:spr:paitcp:978-1-4614-9982-4_4

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DOI: 10.1007/978-1-4614-9982-4_4

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