The Electronic Journal of e-Government publishes perspectives on topics relevant to the study, implementation and management of e-Government

For general enquiries email administrator@ejeg.com

Click here to see other Scholarly Electronic Journals published by API
For a range of research text books on this and complimentary topics visit the Academic Bookshop

Information about the European Conference on Digital Government is available here

 
Journal Issue
Volume 8 Issue 2, ECEG Conference Issue / Dec 2010  pp83‑235

Editor: Frank Bannister

Download PDF (free)

Guiding Integrated Service Delivery: Synthesizing and Embedding Principles Using Role‑Playing Games  pp83‑92

Nitesh Bharosa, Marijn Janssen, Bram Klievink, Anne-Fleur van Veenstra, Sietse Overbeek

Look inside Download PDF (free)

Trustworthy Communication Channels for the Electronic Safe  pp93‑103

Christian Breitenstrom, Martin Unger, Andreas Penski

Look inside Download PDF (free)

Segmentation of the PAYE Anytime Users  pp104‑119

Jessica Clancy, Giuseppe Manai, Duncan Cleary

Look inside Download PDF (free)

Abstract

PAYE anytime is a web application designed and implemented by the Office of the Revenue Commissioners of Ireland. The application allows the Pay As You Earn (PAYE) customers in Ireland to manage most of their tax affairs online. By using easily accessible technology, PAYE customers can update their information and process most of their tax credits and reliefs online in a clear and effective manner. This online system was designed and implemented in order to reduce the volume of direct contacts between Revenue and its PAYE customers, to decrease costs and improve overall efficiency and effectiveness within the organisation. Moreover, the usage of such an e‑channel allows Revenue to record important information that can be analysed with the aim of improving overall customer service. Therefore, management of this strategic contact channel is paramount to Revenue’s continued advancement and improvement of its online services. This paper describes a segmentation of PAYE anytime users. The segmentation was conducted to understand the profiles and behaviours of these customers. This unsupervised data mining method produces an unbiased, self directed portrait of PAYE anytime customers. The data analysed were extracted from the weblogs of the PAYE anytime online application, which contains information about the users’ navigation. The data were linked to the users’ information held in the Revenue data warehouse in order to access all recorded details about PAYE anytime users. This information consists of the tax credits claimed, the value of tax credits, time period and similar attributes. By linking the online behaviour with the users’ information and mapping on the demographic details of the users, it was possible to identify the different segments and their profiles. The results of this segmentation improve Revenues understanding of the PAYE customer base. Knowledge gained with this project can be applied in a number of areas. Naturally, the profiles and behaviours associated with each segment can be strategically used for customer intelligence policies, allowing specific services to be tailored around customer profiles. Moreover, the analysis can point to improvements of the design and structure of future iterations of the PAYE anytime application. 

 

Keywords: segmentation, weblog analysis, association analysis, data mining, customer behaviour

 

Share |
A new Usage for Semantic Technologies for eGovernment: Checking Official Documents Consistency  pp120‑133

Fred Freitas, Zacharias Candeias Jr, Heiner Stuckenschmidt

Look inside Download PDF (free)

Government as Part of the Revolution: Using Social Media to Achieve Public Goals  pp134‑146

David Landsbergen

Look inside Download PDF (free)

Towards a Framework for eGovernment Development in Nigeria  pp147‑160

Darren Mundy, Bandi Musa

Look inside Download PDF (free)

The Link between the Conceptualization of eGovernment and its Perceived Impacts: an Exploratory Empirical Study in Kenya  pp161‑174

Nixon Ochara-Muganda, Jean-Paul Van Belle

Look inside Download PDF (free)

Exploring Issues Underlying Citizen Adoption of eGovernment Initiatives in Developing Countries: The Case of Tanzania  pp175‑187

Jim Yonazi, Henk Sol, Albert Boonstra

Look inside Download PDF (free)

Design Principles of Identity Management Architecture Development for Cross‑Border eGovernment Services  pp188‑201

Kamelia Stefanova, Dorina Kabakchieva, Roumen Nikolov

Look inside Download PDF (free)

Public Opinion Mining for Governmental Decisions  pp202‑213

George Stylios, Dimitris Christodoulakis, Jeries Besharat, Maria-Alexandra Vonitsanou, Ioanis Kotrotsos, Athanasia Koumpouri, Sofia Stamou

Look inside Download PDF (free)

Migration Strategies for Multi‑Channel Service Provisioning in Public Agencies  pp214‑225

Anne Fleur van Veenstra, Marijn Janssen

Look inside Download PDF (free)

Measuring for Knowledge: A Data‑Driven Research Approach for eGovernment  pp226‑235

Pieter Verdegem, Jeroen Stragier, Gino Verleye

Look inside Download PDF (free)