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

In: Measuring E-government Efficiency

Author

Listed:
  • Thomas Zefferer

    (Graz University of Technology)

  • Vesna Krnjic

    (Graz University of Technology)

  • Klaus Stranacher

    (Graz University of Technology)

  • Bernd Zwattendorfer

    (Graz University of Technology)

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.

Suggested Citation

  • Thomas Zefferer & Vesna Krnjic & Klaus Stranacher & Bernd Zwattendorfer, 2014. "Measuring Usability to Improve the Efficiency of Electronic Signature-Based e-Government Solutions," Public Administration and Information Technology, in: Manuel Pedro Rodríguez-Bolívar (ed.), Measuring E-government Efficiency, edition 127, chapter 0, pages 45-74, Springer.
    • Handle: RePEc:spr:paitcp:978-1-4614-9982-4_4
    DOI: 10.1007/978-1-4614-9982-4_4
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