The Citizen Advisory Model for E-Government Service

This paper proposes a design of a citizen advisory model under the consideration of the unique characteristics of the government, namely complex structure of goals, predominance by laws, knowledge driven organization, and the good governance objectives. The legal knowledge-based technology is explored with the aims to facilitate citizens in accessing e-government services in five phases: search, intake, decision-making, explanations, and objection and appeal phases. The design of the citizen advisory model consists of four components: specific service advice, customized form fill-in service, decision-making services, and a statement of reasons service. The prototype of the citizen advisory model is illustrated using the Thai Anti Dumping and Countervailing Act 1999 as a legal domain and e-government services example.