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PROTON » eServices

Mobile eService is the new trend of Electronic Service adding a highly visible channel to marketing and sales. eServices on mobile can be provided on the form of mobile apps or Web Portals developed using HTML5 code for better adaptation to different mobile brands and models.

The mobile eService  is  more than  a  mere  adaptation  of  an  existing  eService onto a mobile device. The mobile eService capitalizes in the fact that the user and the terminal are mobile,  and  enhances  the  eService via Local-based Services for example. Mobile eService have the following characteristics:

•  Full service mobility
•  Increased functionality due to terminal and user mobility
•  Cross-platform functionality
•  Support for offline usage

Per, mobile eServices should consider the following requirements during design phase:

1. Application and Service Accessibility: The mobile eService should be easy to find and access. A single point of access is preferred.

2. Individualization: The service should be user-centred, allowing users to tailor form and function.  If  possible,  different communication modalities should be provided. Ideally, information such as form data should be cached, allowing re-usage between eServices.

3. Location Utilization: User location (or location chosen by the user) should be utilized to enhance service quality and increase the offered functionality.

4. Platform   Independence:   The   mobile   eService   should   be   accessible   on   different platforms and different devices, with look-and-feel also independent of platform used.

5. Service  Mobility:  Design  for  service  availability  anytime,  anywhere,  regardless  of device, network or location.

6. Two-way  Communication:  Utilize  the  fact  that  information  can  be  sent  bi-directional, and  that  either  the  user  or  the  service  provider  can  initialize  information  transmission. Consider  making  the  user  a service provider  herself,  offering  up-to-date  and  location-connected information.

7. Usefulness:  The  mobile  eService must  provide  added  value  to  the  user,  in  terms  of work efficiency, cost efficiency, and/or deliver information important to the user.