FACTORS AFFECTING THE USAGE OF T-GOVERNMENT

SERVICES

An Exploratory Study

Michele Cornacchia, Filomena Papa, Stefano Livi

, Bartolomeo Sapio

Enrico Nicolò and Gaetano Bruno

Fondazione Ugo Bordoni, Via Baldassarre Castiglione, 59 - 00142, Rome, Italy

University of Rome "La Sapienza", Faculty of Psychology 2, Via dei Marsi, 78 – 00185, Rome, Italy

Keywords: Adoption of technology, interactive public services, digital terrestrial television (DTT), end-users

evaluation, field study, home equipment, ICT influence on home life, predicting model, questionnaire,

research methodology, residential users, T-government, usability, usage, use behaviour.

Abstract: Developing humanly acceptable information and interactive systems is a complex process where testing

from the outset, the setting of operational criteria for efficiency, effectiveness and satisfaction, the

development of prototyping etc., has to be considered as the central activity of a field implementation.

Design and operative alternatives can be effectively selected and long-term targets can be seen to be

attainable. However, sometimes it happens, especially in the domain of information system implementation,

that obtained datasets can be effectively utilised to reach more tailored purposes. The case of interactive T-

government services at the Municipality of Parma is analysed aiming to redesign the analysis model about

the factors affecting the usage. To this respect one of the most recognized ICT predicting models in the

literature is utilized. Final results show the success of the methodology and encourage further developments

and applications in contiguous areas of ICT designed for residential population.

1 INTRODUCTION

The following study has been designed to be an

exploratory study into aspects of T-government

services usage among residential users. It aims to

generate new groups of variables from a pre-existing

dataset which can address the analysts towards

different and reasonably more tailored purposes. The

method and the first results here presented are part

of a larger work still in progress, moreover having

the objective to investigate the usability and

economic factors affecting adoption and usage of T-

government services.

With reference to the emerging ICT usage, it

may happen, especially in the domain of information

system implementation, that achieved datasets, even

rich and widely aimed to support the design of

technologies compatible with users’ abilities and

needs, cannot be applicable to more complex and

different kinds of analyses. Reasons can have

different justifications, nevertheless it is usual that

different theoretical positions do not all share the

same views even in the same research domain.

Hence there can be different orientations, even with

respect to a similar target of an investigation, which

can carry to a wide range of final resultant datasets,

i.e. different for study typology, for structure, for

procedures to submit/collect data, for user profile,

for task design, for boundary conditions, and so on.

T-government stands for a wide set of services

addressed to citizens (e.g. about health, education,

tourism, bills payment), delivered by a Public

Administration and accessible by Digital Television.

The piloting research program on DTT (Digital

Terrestrial Television) in Italy has been developed

through a number of initiatives (Section 2.1), some

of them issued to explore the potential impact on

population of the new digital services associated

with the broadcasted TV channels. In that field of

investigation, T-government interactive services

were introduced to be early tested with a real sample

of residential private adopters of the digital TV

decoder. A large amount of data were processed to

investigate how residential end-users reacted to the

usage of T-government services and they perceived

their added value. Specifically, the results pointed

315

Cornacchia M., Papa F., Livi S., Sapio B., Nicolò E. and Bruno G. (2008).

FACTORS AFFECTING THE USAGE OF T-GOVERNMENT SERVICES - An Exploratory Study.

In Proceedings of the International Conference on e-Business, pages 315-322

DOI: 10.5220/0001908703150322

 SciTePress

out how, in some cases, the usage of the services

was to some extent low assessed. A significant

difference in the usage was also found between

informative and interactive services.

These findings have been the input for the

current investigation about the factors affecting the

usage. The study was carried out by comparing the

UTAUT model (Unified Theory of Acceptance and

Use of Technology, Venkatesh et al. 2003) with the

real data of the basic questionnaire, the one applied

to the Italian T-government project named “Parma

Municipality Services” (Section 2.2), in order to

redesign the analysis model.

The UTAUT model (Section 3) is a proved,

reliable representation from social psychology,

concerned with the determinants of acceptance and

usage behaviour of new adopters of emerging

information technology. It was applied as reference

to cluster and re-code the relevant variables from the

pre-existing dataset into new groups of indicators

(Section 3.1). The indicators thus generated, were

those of T-government, concerning respectively

interactive services and informative contents. At last

they were tested both for significance and construct

power to check if they effectively meet the reference

model basic requirements (Section 4), so verifying

that structural differences may be sometimes

overcome to start more complex analyses.

2 T-GOVERNMENT SERVICES

T-government services are herewith categorised as

“informative services” (e.g. provision of general

information) and “interactive services” (e.g.

searching for specific information, e-mail, chat, form

filling and form sending, payments).

Most of T-government services that have been so

far developed are informative services.

One of the opportunity given by T-government is

to promote the use of ICT-based public services by

large groups of people (e.g. the elderly), who have

no Internet access or the required skills of using. For

those people, the past experience with TV and

remote control may be a key qualification to become

effective users of the above services.

On the other hand some studies (Damodaran,

2002) make evident the gap of knowledge about the

human aspects of T-government services: usage and

usability, user satisfaction, the capability of services

to reach all citizens and the capability to include

them in the benefits of information society.

On these topics some field investigations have

been developed in Italy in the framework of the T-

government projects promoted by Centro Nazionale

per l’Informatica nella Pubblica Amministrazione

(CNIPA) and Fondazione Ugo Bordoni (FUB).

2.1 T-government Field Investigations

Developed in Italy

2.1.1 CNIPA Projects

In Italy, in 2004 CNIPA allocated 7 million euro in

order to co-fund T-government projects based on

DTT and addressed to the general public. As in the

case of the advanced applications co-funded by FUB

(3 million euro), such a competitive call came from

a joint initiative of the Minister for Communications

and the Minister for Innovation and Technology.

The experimentation carried out by CNIPA is

mainly oriented to transfer on the DTT platform

existing e-government services. Twenty-nine

informative applications were selected and co-

funded, with a total amount of investments

exceeding 32.5 million euros. Correspondingly, 13

regions, 25 provinces, 164 municipalities and 15

mountain communities along with 40 local and

national broadcasting corporations were involved.

These funded projects aimed at the experimental

implementation of several services for the citizens.

The services considered within projects can be

grouped into five classes:

 social services: health care, social assistance and

disability, third age, jobs and occupations;

 environment and tourism: environment, tourism,

traffic congestion and cultural events;

 education: nursery schools, kindergartens,

schools and universities;

 relationships with Public Administration:

institutional activities;

 “Agorà”: citizens and elections.

Within several projects, interactive services

exploiting back channel (reverse/return channel) and

smart cards have been experimented.

As to the users involved, particular attention has

been devoted to people having limited opportunities

of accessing the Internet, users with disabilities, old

people and people looking for their first job.

2.1.2 FUB Projects

One of the objectives of the six T-government

projects co-funded by Fondazione Ugo Bordoni

(FUB) was to experiment high interactivity T-

government services, realised by Digital Terrestrial

Television (DTT), involving real users.

The high interactivity T-government services

provide the user with some of the following features:

ICE-B 2008 - International Conference on e-Business

316

 remote interactivity using the return channel;

 high performance return channel (e.g. broadband

or wireless);

 user authentication using a smart card (e.g.

electronic identity card, services regional card or

other kind of smart cards);

 on line payments.

The experimented services belong to different

application areas: demographics, utilities and fines,

education, T-health, T-learning, employment, T-

commerce, T-banking.

In order to investigate usage, usability and socio-

economical aspects of T-government services, an

explorative field investigation was developed in

each of the six projects.

The field investigations were realised using a

common framework referring to human factors

discipline (Papa & Spedaletti, 2001). The following

main usability aspects related to interactive services

were identified (Papa & Spedaletti, 2004): perceived

usefulness, perceived ease of use and attractiveness,

training and user support (human support, user

manual, support provided by DTT, call center), user

perception of technical disturbances and troubles

(due to television signal, set top box, return

channel), security and privacy perception

(confidentiality of personal data, security of

payments), impact of the equipment in the house,

users’ satisfaction about the service including the

comparison of different channels to perform the

same task (e.g. DTT versus Internet, DTT versus

traditional office desk).

Service usage is related to whether a given

service is used or not and to the service utilisation

level. Service usage is evaluated collecting

subjective data provided by the user. The adopted

indicators for service utilisation level are (Davis,

1993): frequency of use, time duration of the

session, kind of use (shallow or intensive). Socio-

economical aspects included: user profile (including

income and social network information), TV and

Internet usage (including other entertainment

technologies), and scenarios (including interest

levels, willingness to pay for equipment and

services, decision factors).

The main results of the field investigations realised

in the FUB projects can be summarised as follows:

 The role of the information and communication

campaign is very important in ensuring a high

adhesion to the field experiment by the users of

the panels and, in some projects, in increasing

the service usage.

 In general, the usage of T-government services

has been quite low. A relevant difference in

usage was found between informative services

and interactive services. A possible explanation

could be related also to the fact that some

services with “high interactivity” are mainly

referring to periodical or occasional activities

(e.g. bill payment for phone etc, payment of

fines, change of family doctor) which cannot

justify a continuous use in the short time period

of the field experiments (two-three months on

average). However, the reasons of low usage

should be investigated in depth.

 In general, technical problems were not

producing relevant perception of disturbances

and troubles and the users easily handled the

provided equipment. Overall the users were quite

satisfied with T-government services in

comparison to different channels to perform the

same task as the Internet and the traditional

office desk. However, in some projects, technical

problems produced relevant perception of

disturbances and troubles mainly due to the lack

of the digital television signal and to the

interruption of the connection with the return

channel. Other problems were connected with

current input devices of the digital television, for

instance user difficulties in the input of

alphanumeric data by the remote control or by

the virtual keyboard.

 Services developed in three of the six projects

are still “on air” after the end of the project.

These services have the common feature of

being provided in the context of a public

administration (municipality, regional

administration, public schools).

 One of the initial objectives of the projects was

to promote the use of Public Administration

services by groups of people who have not the

needed skills to use a computer and the Internet

but are familiar with television and with the

remote control. To this respect this objective was

only partially reached since the investigation has

shown that the most intensive users of T-

government services were people using a PC and

the Internet at home.

As mentioned before, the reasons of the low

utilisation of interactive services need to be

investigated more in depth. In particular, the

identification of factors affecting usage of

interactive T-government services could provide

useful elements to increase their usage in the future.

2.1.3 The Field Investigation Developed in

the Municipality of Parma

FUB provided the six projects with a common

framework and some general tools:

 guidelines to evaluate usability of T-government

services with high interactivity;

FACTORS AFFECTING THE USAGE OF T-GOVERNMENT SERVICES - An Exploratory Study

317

 a first questionnaire for the users, about usability

and usage aspects;

 a second questionnaire for the users, concerning

socio-economical aspects.

Each question or group of questions had the aim

to evaluate indicators related to usability aspects,

socio-economical aspects and usage. Within the

above common framework, each project utilised

different tools and techniques for data collection,

adapting the above general tools to the particular

context of the project. Each project was also

responsible for data collection. In the following, the

field experiment carried out in the Project “Parma

Municipality Services” is described.

T-government Services Implemented.

The project

has developed both informative and interactive

services. The former provide information about:

Parma Municipality organisation; services offered to

the citizens by the Municipality; cultural initiatives

in progress in the city.

The interactive services allow the user (after

authentication through Electronic Identity Card):

 to pay fines using a credit card;

 to visualise the state of a demographic dossier

(e.g. for changing place of abode);

 to visualise the state of a request for education

services provided by the municipality (e.g.

nursery school).

A screen shot is presented in Figure 1.

Figure 1: Data input to select a demographic dossier.

During the field experiment a call center was

available to the users for any information and help in

the utilisation of the services.

The Users Panel. A sample of 200 people was

selected from a group of 4.000 citizens of Parma

Municipality. The selection followed two main

criteria:

 demographic characteristics to reflect the main

features of citizens in the Municipality of Parma

(in terms of age, gender, and city district);

 potential interest toward the interactive services

under experimentation (holders of driving

licence and electronic identity card).

It was decided to choose the sample age ranging

from 20 to 45 years, people in general skilled in the

use of new information technology. The 200

citizens were randomly selected in this age range.

Finally, 181 citizens (88 males and 93 females) took

part at the experiment for the all planned period of

two months and a half.

Procedure. In the first phase, the T-government

applications were implemented and broadcasted in

the territory of Parma Municipality.

In the second phase a randomly chosen users

panel of 200 citizens was selected with the above

mentioned criteria. The recruitment officially started

when the municipality sent a letter to the users’

panel explaining objectives and modalities of the

trial. The users were then invited to contact the call

center to choose between self-installation and

personnel assisted installation of the decoder.

In case of self-installation, users were asked to

pick up by themselves the Set-Top-Box (STB) at the

Municipality offices. A user guide was also released

to aid home installation and services use. In case of

assisted installation, a technician brought the STB to

the people residence and there trained the users.

Tools and Techniques for Data Collection. Data

were collected mainly using a paper-based

questionnaire filled in by the users. The

questionnaire was both delivered and collected by

Municipality of Parma personnel.

Results. The first results of the field investigation

can be summarised in the following points:

 The usage of interactive services has been quite

low. In particular only 20% of the users

answering to the questionnaire completely used

the interactive services. 35% used the interactive

services in a shallow way. A possible

explanation could be related to the fact that the

services are referring to occasional activities

(e.g. payment of fines).

 Technical problems were not producing relevant

perception of disturbances and troubles and the

users easily handled complex equipment. Overall

the users were quite satisfied with T-government

services in comparison to different channels to

perform the same task, as the Internet and

traditional office desk. However, the sample

involved in the field study was composed by a

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318

large part of young people using ICTs. Of course

it is not possible to generalise such indications to

the whole Parma population and, even less, to

the whole Italian population.

3 THE FACTORS OF USAGE

Since many years the study/assessment of usage of

emerging ICTs requires to be carried out through the

analysis of more and more reliable models (

Taylor &

Todd, 1995).

3.1 Theoretical Background

In this paper we assume that the main forecasting

feature of the most recognized models in the

literature, i.e. the “Technology Acceptance Models”

(TAM) (

Malhotra & Galletta, 1999) and UTAUT

(Venkatesh et al., 2003) in particular, could be

applied to analyse other experimental datasets, built

up by different criteria other than, of course, to be

suitable with ICT contexts of use. This hypothesis,

whether verified, should expand the possibilities to

analyse the usage constructs of the original sets of

variables and as well as to come to more satisfying

results. In fact, it is very difficult to attain data due

to the high complexity and variability especially

about socio-technical systems (Dillon, 2000) and/or

when technology is being oversold (Cornacchia,

2003). The relevant literature on this topic describes

the development of several models of technology

acceptance by the users and many extensions to the

basic constructs (Malhotra & Galletta, 1999;

Venkatesh & Davis, 2000), mostly built with the

behavioural elements (Ajzen, 1996) of who is

forming an intention to act (Bandura, 1986) and the

inclusion of some kinds of constraints (limited

ability, learning and usage (Bagozzi et al, 1992),

time, environmental, organisational, unconscious

habits, and so on) which influence the individuals’

actions (Compeau et al, 1999; Pierro et al, 2003).

This study thus aims to give a methodological

answer in measuring the effects of re-coding the

experimental T-government variables dataset, the

one described in the previous paragraph. The

procedure is carried out by matching the T-

government simple sets of variables with/into new

ones of the usage and technology acceptance of

TAM and UTAUT.

Actually the TAM and UTAUT both apply to the

adoption and use processes of emerging ICT in order

to understand the human choices and technology

acceptance. The models suggest that when users are

presented with new technological devices, a number

of factors influence their decision about how and

when they will use them, notably two main key sets

of constructs: Perceived Usefulness and Perceived

Ease of Use (Davis, 1989).

Perceived Usefulness is defined as the user’s

“subjective probability that using a specific

application system will increase his/her job

performance within an organisational context”.

Perceived Ease of Use refers to “the degree to which

the users expects the target system to be free of

efforts”. Both complex constructs predict the attitude

toward using the system, in that order defined as

“the users desirability of using the system”.

There can be also strong behavioural elements

with which the models assume that when someone is

forming an intention to act, then he/she is free to act

without limitations. UTAUT extends TAM by

introducing the terms of social influence and

cognitive instrumental processes and, above all, it

ultimately unifies the main competing user

acceptance models, namely eight theoretical

approaches sharing the same basic concepts. As

shown in Figure2, the key dependent variable is the

intention and/or the use of technology, thus the final

purpose of the model is that of understanding and

providing explanation of the phenomenon “use of

information technology”, taken as dependent

variable. The role of intention, as an antecedent of

behaviour (i.e. of use), is the actual critical factor of

the model and was analysed and proved in literature.

Figure 2: Basic concept underlying user acceptance

models.

In the formulation of the unified model four

constructs were identified which may play a

significant role as direct determinants of the user

acceptance and usage behaviour: Performance

Expectancy, Effort Expectancy, Social Influence and

Facilitating Conditions. In addition, Age, Gender,

Experience and Voluntariness of Use were the

moderators of the model.

3.2 Recoding T-government Variables

In the current exploratory study all direct

determinants of UTAUT constructs were considered

in the application with experimental T-government

dataset. To this extent, the questionnaire items were

FACTORS AFFECTING THE USAGE OF T-GOVERNMENT SERVICES - An Exploratory Study

319

recoded into aspects dealing with usage of “STB”,

“informative contents”, “interactive contents” and

others. During the matching and re-coding process,

the following four step scheme was applied:

1. set up the reference sets of complex constructs

from UTAUT;

2. search for simple items in the questionnaire that

can replicate the causal structure of the unified

model UTAUT, according to its requirements

and basic conditions;

3. re-code by grouping them into new sets;

4. test statistically both for significance and

meaningfulness of the new constructs of

variables.

Following steps 2 and 3 in the above mentioned

scheme, factors of UTAUT model were replicated

using the indicators adequately selected from the T-

government questionnaire. The result of such

recoding process is herewith summarised.

Use Behaviour

 Use of Parma municipality services

 Use of DTV services

 Frequency of use

 Time duration of each session

 Type of use (intensive/shallow)

 Comparison with alternative channels

 Weekly interactions

Behavioural intention

 Willingness to pay for equipment

 Willingness to pay for services

 Interest levels toward DTV services

Performance expectancy

 Perceived service usefulness

 User satisfaction

 Comparison with alternative channels

 Factors influencing adoption

 Privacy and security

Effort expectancy

 Perceived ease of use

 Attractiveness

 Perception of technical problems

- Loss of television signal

- Too much time for application loading

- Loss of connection by the return channel

- Problems in establishing the connection

- Too much time to reach the objective

- Technical troubles in using equipment

 Interaction with equipment

 Service functions

 Impact of equipment in the house

Social influence

 Social network

Facilitating conditions

 Decoder installation

 User support provided by DTT

 User manual for STB install

 Manual for service use

 Information on the cost of connection

 Call center and contact center

Moderators

 Gender

 Age

 Income and education

 Experience (skills in using TV, Internet and

entertainment appliances)

Arranged by the above recoded factors, since

this was an exploratory study, dependent variables

considered in testing the significance of the new

causal constructs (step 4 of the procedure) were:

 cont_utente_servizi (STB Use)

 cont_interattivi (Interactive Service Use)

 cont_informativi (Informative Service Use).

Besides, in carrying out assessment, following

independent variables constructs were applied:

 Performance expectancy

 Effort expectancy

 Social influence

 Facilitating conditions

The other constructs left over, i.e. Behavioural

Intention and Moderators, were not taken into

consideration at this preliminary stage of the study.

Finally, ahead of computing each predictor of the

novel UTAUT model, the three dependent variables

were standardised in order to make them comparable

each other.

4 RESULTS

In order to better understand the active relations

among the new generated set of variables, either for

the general or for the information or for the

interactive usage of T-government services, a

regression analysis was applied according with the

UTAUT reference model. This choice was suitable

given the low variability affecting the new

dependent variables. To this regard, it was pointed

out how people didn’t use many of the several

available on-line facilities, but they typically used no

more than one at time.

4.1 Predictors Estimation

Regression analysis allowed to estimate the different

weights of the UTAUT model factors applied to the

novel T-government usage structure, that is the

influence each of them may have in controlling the

weight of a single predictor.

Three models were thus arranged and tested,

using as criteria the assessment respectively of STB

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320

Use, of Interactive Service Use, and of Informative

Service Use. As shown in Table 1, set

cont_utente_servizi (STB Use) as dependent

variable, all coefficients with the exception of

Facilitating conditions were significant (overall

model: Adjusted R Square=.13; p<.000). Hence, it

can be said, the more subjects perceived high values

of these three predictors in adopting the STB the

more positive was the evaluation of this dependent

variable (Beta=.279, .311; .236; overall p<.001).

Table 1: Dependent variable: general STB Use.

Predictors Beta t Sig.

Performance expectancy .279 3.406 .001

Effort expectancy .311 3.793 .000

Social influence .236 3.368 .001

Facilitating conditions .046 .648 .518

In the second model of Table 2, the evaluation of

Interactive Service Use, set cont_interattivi as

dependant variable, gave nearly the same results

than the previous one (overall model: Adjusted R

Square=.14; p<.000). Therefore, still excluding

Facilitating conditions, the more subjects perceived

high values of the three predictors in using the

Interactive Service the more positive was the

evaluation of this dependent variable (Beta=.315,

.285; .264; overall p<.001).

Table 2: Dependent variable: Interactive Service Use.

Predictors Beta t Sig.

Performance expectancy .315 3.900 .000

Effort expectancy .285 3.528 .001

Social influence .264 3.811 .000

Facilitating conditions .032 .456 .649

Finally, as shown in Table 3., the evaluation of

Informative Service Use, set cont_informativi as

dependent variable, found that no one predictor

turned out to be effective (overall model: Adjusted R

Square=.003; p=n.s.); (Beta=.107, .153; .081; .024;

overall p>.05).

Table 3: Dependent variable: Informative Service Use.

Predictors Beta t Sig.

Performance expectancy .107 1.222 .223

Effort expectancy .153 1.749 .082

Social influence .081 1.086 .279

Facilitating conditions .024 .315 .753

According to this last model, Use of Informative

Services is not a variable depending on the given

UTAUT factors. Whether a predictor should be

taken for a supplementary analysis, the best rank is

Effort Expectancy.

4.2 The Final Model

By means of regression analysis it was demonstrated

if and how much the values taken by the dependent

variables, as well arranged from the T-government

dataset, either depended on or were determined by

the correspondent values taken by the independent

variables, in our case the main determinants of

UTAUT. Figure 3 summarises the results of the

positive dependences found in the analysis.

Figure 3: T-government factors usage: final model.

The figure also shows that Facilitating Conditions

hasn’t effective links to the hypothesised usage

constructs.

5 CONCLUSIONS

In this paper the main feature of a forecasting model

has been applied in order to give a further

representation of a field research dataset about ICT

information and interactive services proposed for

residential users. Specifically, data coming from an

Italian T-government field experience at the

Municipality of Parma were re-processed to bring to

more significant results towards new purposes, i.e.

the identification of most relevant factors affecting

usage. In such a way, the low usage of interactive

services scored at Parma, and as well as of

informative services and decoder adoption, was

explained in terms of “use of information

technology” key dependant variable, in UTAUT

mentioned as direct determinant of user acceptance

and usage behaviour. The determinants Performance

Expectancy, Effort Expectancy, Social Influence and

Facilitating Conditions were reformulated by means

of T-government data to assess if and how much the

information system was humanly acceptable

developed. Results demonstrate that the procedural

scheme can be successfully applied to recode most

basic questionnaire items into new constructs

FACTORS AFFECTING THE USAGE OF T-GOVERNMENT SERVICES - An Exploratory Study

321

referable to UTAUT. The resultant model achieved

is statistically significant for the first three constructs

above mentioned, while it reveals to be partially

adequate for the last construct. Results encourage

also to go ahead in further developments on some

important issues.

At this stage of the study about the usage of T-

government services, the UTAUT key moderators

(i.e. age, gender, experience, voluntariness) were not

included in the process. However, a further analysis

has been planned to aim at finding whether it is

possible to incorporate in the model the variables

“income” and “education”, either as new moderators

or as new determinants.

This study is antecedent to a development also in

the area of forecasting the T-government services

diffusion processes for residential users. Actually,

re-modulated datasets and UTAUT constructs can

effectively feed a microsimulation model (Turk et al,

2008), where different policy measures (such as

subsidisation or inclusion of different services)

could be tested from different aspects, for instance

their cost, time and relevance.

ACKNOWLEDGEMENTS

The T-government projects promoted by FUB and

CNIPA were co-funded via a competitive call

coming from a joint initiative of the Italian Ministry

of Communication and the Italian Ministry for

Innovation and Technology. The field investigation

of the Project “Parma Municipality Services” was

developed in the framework of the agreement

between Fondazione Ugo Bordoni and the project

partners, Municipality of Parma, Itcity and

Enterprise Digital Architects. The authors would like

to thank: Sebastiano Trigila (Chief of the FUB T-

government program) for the supervision of the

projects; Roberto Azzano (ANFoV) and Giulia

Berni (ANFoV) for their contribution to the

supervision of user trials.

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