User segmentation in e-Government services

E-Government is becoming more attentive towards providing intelligent personalized services to citizens so that they can receive better services with less time and effort. This work presents an approach for inferring user segments that could be properly exploited to offer personalized services that better satisfy user needs and their expectations. User segments are derived starting from data that essentially describe demographic characteristics of users and that are gathered by questionnaires. A clustering process is performed on gathered data in order to derive user segments, i.e. groups of users sharing similar characteristics. Finally, for each derived segment, we define a user profile that summarizes characteristics shared by users belonging to the same segment. The suitability of the proposed approach is shown by providing results obtained on a case study.