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

  • Thomas ZeffererEmail author
  • Vesna Krnjic
  • Klaus Stranacher
  • Bernd Zwattendorfer
Part of the Public Administration and Information Technology book series (PAIT, volume 5)


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.


Smart Card Technical Background Installation Process Answer Research Question Austrian Citizen 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.


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Copyright information

© Springer Science+Business Media New York 2014

Authors and Affiliations

  • Thomas Zefferer
    • 1
    Email author
  • Vesna Krnjic
    • 1
  • Klaus Stranacher
    • 1
  • Bernd Zwattendorfer
    • 1
  1. 1.Institute for Applied Information Processing and CommunicationsGraz University of TechnologyGrazAustria

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