Building a Virtual One-Stop Public Administration: from Users Requirements to a Conceptual Model

In this paper we demonstrate the methodology we used to build a model of a one-stop public administration. We began with a field study, studying a large public administration and surveying citizens. Having gathered field data, we processed it using summary cards and class descriptions that allowed us to show the types of services an administration can provide and to illustrate different categories of clients. Then we developed a conceptual model that covered both the structural and behavioural aspects of a one-stop public administration, using UML class models and use cases. During our work we realised the importance of having a good model in order to define detailed functional specifications and to develop a satisfying system.