An Analysis of the Notion of Need for the Representation of Public Services

JOWO 2019 - The Joint Ontology Workshops, Proceedings of the Joint Ontology Workshops 2019, Episode 5: The Styrian Autumn of Ontology, Graz, Austria, September 23-25, 2019 (2019)
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Many Public Administrations structure their services around the notion of users’ need. However, there is a gap between private, subjectively perceived needs (self-attributed) and needs that are attributed by PA to citizens (heteroattributed). Because of the gap, citizens’ needs are often only partially satisfied by PAs services. This gap is in part due to the fact that the meaning of the word “need” is ambiguous and full of antinomic nuances. The purpose of this paper is to formulate a definition of “need” suitable for citizens’ needs management with respect to PA’s services offering, and to provide an accurate ontological analysis of the notion of “need” and the network of concepts that relate to it.
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