Government Mobile Apps: Analysing Citizen Feedback via App Reviews
Governments worldwide are increasingly embracing digital transformation initiatives to improve service delivery, enhance citizen engagement and participation, and achieve better outcomes. However, obtaining continuous feedback on these initiatives presents a significant challenge. This paper investigates the feasibility of leveraging mobile app reviews as a valuable source of citizen feedback on government digital services. Through an analysis of 100146 app reviews from 129 government mobile apps in Australia, we identify several functional and usability issues such as authentication, inaccuracy, integration, instability, and verification. Moreover, we uncover several factors influencing user satisfaction, including accuracy, convenience, dependability, efficiency and reliability. Our research demonstrates a close alignment between user feedback and government digital transformation strategy, emphasising the potential of mobile app reviews as a cost-effective source of ongoing citizen feedback
Thu 14 SepDisplayed time zone: Amsterdam, Berlin, Bern, Rome, Stockholm, Vienna change
13:30 - 15:00 | Mobile Development 2Research Papers / Industry Showcase (Papers) / Journal-first Papers / Tool Demonstrations at Room D Chair(s): Jordan Samhi CISPA Helmholtz Center for Information Security | ||
13:30 12mTalk | Enhancing Mobile App Bug Reporting via Real-Time Understanding of Reproduction Steps Journal-first Papers Mattia Fazzini University of Minnesota, Kevin Moran George Mason University, Carlos Bernal-Cárdenas Microsoft, Tyler Wendland University of Minnesota, Alessandro Orso Georgia Institute of Technology, Denys Poshyvanyk William & Mary | ||
13:42 12mTalk | AutoDebloater: Automated Android App Debloating Tool Demonstrations Jiakun Liu Singapore Management University, Xing Hu Zhejiang University, Ferdian Thung Singapore Management University, Shahar Maoz Tel Aviv University, Eran Toch Tel Aviv University, Debin Gao Singapore Management University, David Lo Singapore Management University | ||
13:54 12mTalk | ReuNify: A Step Towards Whole Program Analysis for React Native Android App Research Papers Yonghui Liu Monash University, Xiao Chen Monash University, Pei Liu Data61 at CSIRO, Australia, John Grundy Monash University, Chunyang Chen Monash University, Li Li Beihang University Pre-print | ||
14:06 12mTalk | WeMinT: Tainting Sensitive Data Leaks in WeChat Mini-Programs Research Papers Shi Meng Beijing University of Posts and Telecommunications, Liu Wang Beijing University of Posts and Telecommunications, Shenao Wang Xidian University, Kailong Wang Huazhong University of Science and Technology, Xusheng Xiao Arizona State University, Guangdong Bai University of Queensland, Haoyu Wang Huazhong University of Science and Technology | ||
14:18 12mTalk | Vision-based Widget Mapping for Test Migration across Mobile Platforms: Are We There Yet? Research Papers Ruihua Ji Nanjing University, Tingwei Zhu Nanjing University, Xiaoqing Zhu Nanjing University, Chunyang Chen Monash University, Minxue Pan Nanjing University, Tian Zhang Nanjing University | ||
14:30 12mTalk | Government Mobile Apps: Analysing Citizen Feedback via App Reviews Industry Showcase (Papers) Tooba Aamir Data61 at CSIRO, Australia, Mohan Baruwal Chhetri CSIRO’s Data61, M.A.P. Chamikara Data61 CSIRO Australia, Marthie Grobler CSIRO's Data61 | ||