Designing the information architecture of governmental one-stop portals : on the application and analysis of card sorting

The latest paradigm shift in government, termed Transformational Government, puts the citizen in the centre of attention. Including citizens in the design of online one-stop portals can help governmental organisations to become more customer focussed. This study describes the initial efforts of an Australian state government to develop an information architecture to structure the content of their future one-stop portal. Hereby, card sorting exercises have been conducted and analysed, utilising contemporary approaches found in academic and non-scientific literature. This paper describes the findings of the card sorting exercises in this particular case and discusses the suitability of the applied approaches in general. These are distinguished into non-statistical, statistical, and hybrid approaches. Thus, on the one hand, this paper contributes to academia by describing the application of different card sorting approaches and discussing their strengths and weaknesses. On the other hand, this paper contributes to practice by explaining the approach that has been taken by the authors’ research partner in order to develop a customer-focussed governmental one-stop portal. Thus, they provide decision support for practitioners with regard to different analysis methods that can be used to complement recent approaches in Transformational Government.

Nelson's (1976) Modified Card Sorting Test: A review

We review studies of Nelson's (1976) Modified Card Sorting Test (MCST) that have examined the performance of subjects with frontal lobe dysfunction. Six studies investigated the performance of normal controls and patients with frontal lobe dysfunction, whereas four studies compared the performance of frontal and nonfrontal patients. One further study compared the performance of amnesic patients both on the MCST and on the original Wisconsin Card Sorting Test (WCST). Evidence regarding the MCST's differential sensitivity to frontal lobe dysfunction is weak, as is the evidence regarding the equivalence of the MCST and WCST. It is likely that the MCST is an altogether different test from the standard version. In the absence of proper normative data for the MCST, we provide a table of scores derived from the control groups of various studies. Given the paucity of evidence, further research is required before the MCST can be recommended for use as a marker of frontal lobe dysfunction.

The modified card sorting test: Test-retest stability and relationships with demographic variables in a healthy older adult sample

Objectives. To investigate the test-retest stability of a standardized version of Nelson's (1976) Modified Card Sorting Test (MCST) and its relationships with demographic variables in a sample of healthy older adults. Design. A standard card order and administration were devised for the MCST and administered to participants at an initial assessment, and again at a second session conducted a minimum of six months later in order to examine its test-retest stability. Participants were also administered the WAIS-R at initial assessment in order to provide a measure of psychometric intelligence. Methods. Thirty-six (24 female, 12 male) healthy older adults aged 52 to 77 years with mean education 12.42 years (SD = 3.53) completed the MCST on two occasions approximately 7.5 months (SD = 1.61) apart. Stability coefficients and test-retest differences were calculated for the range of scores. The effect of gender on MCST performance was examined. Correlations between MCST scores and age, education and WAIS-R IQs were also determined. Results. Stability coefficients ranged from .26 for the percent perseverative errors measure to .49 for the failure to maintain set measure. Several measures were significantly correlated with age, education and WAIS-R IQs, although no effect of gender on MCST performance was found. Conclusions. None of the stability coefficients reached the level required for clinical decision making. The results indicate that participants' age, education, and intelligence need to be considered when interpreting MCST performance. Normative studies of MCST performance as well as further studies with patients with executive dysfunction are needed.

Understanding the dimensional change card sort: Perspectives from task success and failure

Four experiments consider some of the circumstances under which children follow two different rule pairs when sorting cards. Previous research has repeatedly found that 3-year-olds encounter substantial difficulties implementing the second of two conflicting rule sets, despite their knowledge of these rules. One interpretation of this phenomenon [Cognitive Complexity and Control (CCC) theory] is that 3-year-olds have problems establishing an appropriate hierarchical ordering for rules. The present data suggest an alternative account of children's card sorting behaviour, according to which the cognitive salience of test card features may be more important than inflexibility with respect to rule representation.

Further evidence for a deficit in switching attention in schizophrenia

In this study, sustained, selective, divided, and switching attention, and reloading of working memory were investigated in schizophrenia by using a newly developed Visual Attention Battery (VAB). Twenty-four outpatients with schizophrenia and 24 control participants were studied using the VAB. Performance on VAB components was correlated with performance of standard tests. Patients with schizophrenia were significantly impaired on VAB tasks that required switching of attention and reloading of working memory but had normal performance on tasks involving sustained attention or attention to multiple stimulus features. Switching attention and reloading of working memory were highly correlated with Trails (B - A) score for patients. The decline in performance on the switching-attention task in patients with schizophrenia met criteria for a differential deficit in switching attention. Future research should examine the neurophysiological basis of the switching deficit and its sensitivity and specificity to schizophrenia.

Identification and evaluation of service bundles for governmental one-stop portals

Recent advances in the area of ‘Transformational Government’ position the citizen at the centre of focus. This paradigm shift from a department-centric to a citizen-centric focus requires governments to re-think their approach to service delivery, thereby decreasing costs and increasing citizen satisfaction. The introduction of franchises as a virtual business layer between the departments and their citizens is intended to provide a solution. Franchises are structured to address the needs of citizens independent of internal departmental structures. For delivering services online, governments pursue the development of a One-Stop Portal, which structures information and services through those franchises. Thus, each franchise can be mapped to a specific service bundle, which groups together services that are deemed to be of relevance to a specific citizen need. This study focuses on the development and evaluation of these service bundles. In particular, two research questions guide the line of investigation of this study: Research Question 1): What methods can be used by governments to identify service bundles as part of governmental One-Stop Portals? Research Question 2): How can the quality of service bundles in governmental One-Stop Portals be evaluated? The first research question asks about the identification of suitable service bundle identification methods. A literature review was conducted, to, initially, conceptualise the service bundling task, in general. As a consequence, a 4-layer model of service bundling and a morphological box were created, detailing characteristics that are of relevance when identifying service bundles. Furthermore, a literature review of Decision-Support Systems was conducted to identify approaches of relevance in different bundling scenarios. These initial findings were complemented by targeted studies of multiple leading governments in the e-government domain, as well as with a local expert in the field. Here, the aim was to identify the current status of online service delivery and service bundling in practice. These findings led to the conceptualising of two service bundle identification methods, applicable in the context of Queensland Government: On the one hand, a provider-driven approach, based on service description languages, attributes, and relationships between services was conceptualised. As well, a citizen-driven approach, based on analysing the outcomes from content identification and grouping workshops with citizens, was also conceptualised. Both methods were then applied and evaluated in practice. The conceptualisation of the provider-driven method for service bundling required the initial specification of relevant attributes that could be used to identify similarities between services called relationships; these relationships then formed the basis for the identification of service bundles. This study conceptualised and defined seven relationships, namely ‘Co-location’, ‘Resource’, ‘Co-occurrence’, ‘Event’, ‘Consumer’, ‘Provider’, and ‘Type’. The relationships, and the bundling method itself, were applied and refined as part of six Action Research cycles in collaboration with the Queensland Government. The findings show that attributes and relationships can be used effectively as a means for bundle identification, if distinct decision rules are in place to prescribe how services are to be identified. For the conceptualisation of the citizen-driven method, insights from the case studies led to the decision to involve citizens, through card sorting activities. Based on an initial list of services, relevant for a certain franchise, participating citizens grouped services according to their liking. The card sorting activity, as well as the required analysis and aggregation of the individual card sorting results, was analysed in depth as part of this study. A framework was developed that can be used as a decision-support tool to assist with the decision of what card sorting analysis method should be utilised in a given scenario. The characteristic features associated with card sorting in a government context led to the decision to utilise statistical analysis approaches, such as cluster analysis and factor analysis, to aggregate card sorting results. The second research question asks how the quality of service bundles can be assessed. An extensive literature review was conducted focussing on bundle, portal, and e-service quality. It was found that different studies use different constructs, terminology, and units of analysis, which makes comparing these models a difficult task. As a direct result, a framework was conceptualised, that can be used to position past and future studies in this research domain. Complementing the literature review, interviews conducted as part of the case studies with leaders in e-government, indicated that, typically, satisfaction is evaluated for the overall portal once the portal is online, but quality tests are not conducted during the development phase. Consequently, a research model which appropriately defines perceived service bundle quality would need to be developed from scratch. Based on existing theory, such as Theory of Reasoned Action, Expectation Confirmation Theory, and Theory of Affordances, perceived service bundle quality was defined as an inferential belief. Perceived service bundle quality was positioned within the nomological net of services. Based on the literature analysis on quality, and on the subsequent work of a focus group, the hypothesised antecedents (descriptive beliefs) of the construct and the associated question items were defined and the research model conceptualised. The model was then tested, refined, and finally validated during six Action Research cycles. Results show no significant difference in higher quality or higher satisfaction among users for either the provider-driven method or for the citizen-driven method. The decision on which method to choose, it was found, should be based on contextual factors, such as objectives, resources, and the need for visibility. The constructs of the bundle quality model were examined. While the quality of bundles identified through the citizen-centric approach could be explained through the constructs ‘Navigation’, ‘Ease of Understanding’, and ‘Organisation’, bundles identified through the provider-driven approach could be explained solely through the constructs ‘Navigation’ and ‘Ease of Understanding’. An active labelling style for bundles, as part of the provider-driven Information Architecture, had a larger impact on ‘Quality’ than the topical labelling style used in the citizen-centric Information Architecture. However, ‘Organisation’, reflecting the internal, logical structure of the Information Architecture, was a significant factor impacting on ‘Quality’ only in the citizen-driven Information Architecture. Hence, it was concluded that active labelling can compensate for a lack of logical structure. Further studies are needed to further test this conjecture. Such studies may involve building alternative models and conducting additional empirical research (e.g. use of an active labelling style for the citizen-driven Information Architecture). This thesis contributes to the body of knowledge in several ways. Firstly, it presents an empirically validated model of the factors explaining and predicting a citizen’s perception of service bundle quality. Secondly, it provides two alternative methods that can be used by governments to identify service bundles in structuring the content of a One-Stop Portal. Thirdly, this thesis provides a detailed narrative to suggest how the recent paradigm shift in the public domain, towards a citizen-centric focus, can be pursued by governments; the research methodology followed by this study can serve as an exemplar for governments seeking to achieve a citizen-centric approach to service delivery.

Measuring multidisciplinary team effectiveness in a ward-based healthcare setting : development of the Team Functioning Assessment Tool

Nontechnical skills relating to team functioning are vital to the effective delivery of patient care and safety. In this study, we develop a reliable behavioral marker tool for assessing nontechnical skills that are critical to the success of ward-based multidisciplinary healthcare teams. The Team Functioning Assessment Tool (TFAT) was developed and refined using a literature review, focus groups, card-sorting exercise, field observations, and final questionnaire evaluation and refinement process. Results demonstrated that Clinical Planning, Executive Tasks, and Team Relations are important facets of effective multidisciplinary healthcare team functioning. The TFAT was also shown to yield acceptable inter-rater agreement.

Métodos e técnicas de Design Centrado no Usuário: um levantamento a partir da usabilidade de produtos do CTIC/Fiocruz

A relação causal entre métodos de projeto e a usabilidade de produtos de comunicação e informação foi o tema desse estudo que buscou identificar o estado da arte sobre um processo de projeto que resulte em mais usabilidade na web. A partir dessa identificação, avaliou-se as melhorias que poderiam ser adotadas nos processos de desenvolvimento de interfaces utilizados por uma equipe específica da Fundação Oswaldo Cruz (CTIC - Fiocruz). Entendeu-se que um método de projeto deve estar atualizado em relação aos conhecimentos de áreas como a Ergonomia, a Interação Humano-computador e o Design de Interação. Para isso, adotou-se a hipótese de que o processo de projeto deve combinar três aspectos: a) um significativo envolvimento do usuário ao longo do processo; b) o uso de sucessivas iterações para configurar o produto e c) uma combinação mínima de técnicas relacionadas a objetivos específicos de cada fase de uma abordagem de Design Centrado no Usuário. Para contribuir com o desenvolvimento de métodos e técnicas que melhorem a usabilidade, descreveu-se as características dos métodos registrados na literatura e praticados por profissionais externos à Fundação Oswaldo Cruz (Fiocruz). A partir dessas informações, o estudo direcionou-se para o segundo objetivo específico: identificar melhorias nos métodos e técnicas aplicáveis no caso do CTIC Fiocruz. Através da combinação da revisão de literatura e da pesquisa de campo foram produzidas informações sobre tipos de fluxo dos métodos, tipos de envolvimento dos usuários, quantidade e gravidade de problemas de usabilidade observadas pelos profissionais e a validade de base geral de método para diferentes produtos. A primeira rodada de entrevista foi realizada para melhor entender o contexto da hipótese e a relação entre suas variáveis. A segunda rodada identificou as características do processo de projeto utilizado no CTIC. A partir dessas informações, aplicou-se duas técnicas com profissionais externos. Um questionário on-line foi utilizado para levantar informações bem específicas, em sua maioria de características quantitativas. A última técnica aplicada foi um card sorting on-line que apresentou um caso de projeto em que os profissionais indicaram quais técnicas seriam utilizadas diante de dois cenários diferentes: um mais favorável e outro restritivo. A análise demonstrou que a maioria dos profissionais acredita que os problemas de usabilidade são consequência da falta de determinadas abordagens e técnicas. Por isso, esses profissionais combinam fluxos iterativos com um significativo envolvimento do usuário no processo. Foram sugeridas melhorias para o método utilizado no CTIC sintetizadas através de um processo de Design Centrado no Usuário como ponto de partida que aplica o conceito tradicional de usabilidade (performance). Assim que possível, esse processo deve ser aperfeiçoado ao incluir o conceito de experiência do usuário que considera também os aspectos emocionais e hedonômicos na interação.

NHS Wales e-library portal evaluation (For Informing Healthcare Strategy implementation programme)

Thomas, R. & Urquhart, C. NHS Wales e-library portal evaluation. (For Informing Healthcare Strategy implementation programme). Aberystwyth: Department of Information Studies, University of Wales Aberystwyth Follow-on to NHS Wales User Needs study Sponsorship: Informing Healthcare, NHS Wales

Sources of Software Requirements Change from the Perspectives of Development and Maintenance

Changes to software requirements occur during initial development and subsequent to delivery, posing a risk to cost and quality while at the same time providing an opportunity to add value. Provision of a generic change source taxonomy will support requirements change risk visibility, and also facilitate richer recording of both pre- and post-delivery change data. In this paper we present a collaborative study to investigate and classify sources of requirements change, drawing comparison between those pertaining to software development and maintenance. We begin by combining evolution, maintenance and software lifecycle research to derive a definition of software maintenance, which provides the foundation for empirical context and comparison. Previously published change ‘causes’ pertaining to development are elicited from the literature, consolidated using expert knowledge and classified using card sorting. A second study incorporating causes of requirements change during software maintenance results in a taxonomy which accounts for the entire evolutionary progress of applications software. We conclude that the distinction between the terms maintenance and development is imprecise, and that changes to requirements in both scenarios arise due to a combination of factors contributing to requirements uncertainty and events that trigger change. The change trigger taxonomy constructs were initially validated using a small set of requirements change data, and deemed sufficient and practical as a means to collect common requirements change statistics across multiple projects.

A saúde mental, função executiva e capacidade para o trabalho: a influência da sintomatologia psiquiátrica na capacidade para o trabalho: um estudo em trabalhadores portugueses

O presente trabalho tem como principal objetivo, estudar a relação entre a presença de vulnerabilidade para a manifestação de sintomatologia psiquiátrica e a sua relação com a capacidade para o trabalho e, como objetivo secundário, estudar o impacto da função cognitiva executiva na capacidade para o trabalho. Os problemas de saúde mental são comuns na população em geral, sendo estimado que uma em cada cinco pessoas pode apresentar sintomatologia de algum distúrbio mental ao longo de um ano. Por seu lado, a doença mental apresenta um impacto bastante significativo ao nível do absentismo laboral, tendo como consequência um custo bastante significativo ao nível do desempenho laboral (produtividade), bem como ao nível da saúde física e mental (Wu, Chi, Chen, Wang & Jin, 2009). O excessivo Stress Ocupacional experienciado pelos trabalhadores tem sido fortemente associado com o aparecimento de doenças e prejuízo da saúde mental interferindo na sua capacidade para o trabalho, produtividade, bem estar e qualidade de vida. A uma amostra de 125 trabalhadores foram aplicadas as escalas WAI (escala de índice de capacidade para o trabalho), BSI (Inventário de sintomas psicopatológicos) e o ESI (Inventário de Externalização versão reduzida) e, numa subamostra de 30 trabalhadores, foram aplicados os testes neuropsicológicos pela seguinte ordem: CAT (Halstead Category Test), WCST (Wisconci Card Sort), e a TH (Tower of Hanoi). Foram confirmadas todas as hipóteses do estudo o que sugere que existe, de facto, uma relação entre a presença de vulnerabilidade para manifestação de sintomatologia psiquiátrica com a capacidade para o trabalho e, também, que as funções executivas manifestam grande impacto na capacidade para o trabalho. Assim, a implementação de um programa de promoção para o trabalho e prevenção de risco nos trabalhadores torna-se crucial para o aumento da produtividade dos trabalhadores e, consequentemente, da própria organização.

Ritmos biológicos, cronotipo e funções cognitivas : um estudo de campo

Os primeiros estudos onde se tentava avaliar os melhores horários para se lecionar de forma a se poderem otimizar os horários escolares são já muito antigos. O primeiro a estabelecer uma relação sistemática entre performance cognitiva, Cronobiologia e sono foi Kleitman, evidenciando uma paralelismo entre o ritmo circadiano da temperatura central e a altura do dia em que eram realizadas tarefas simples de repetição. Após este primeiro estudo, muitos outros se seguiram, contudo a maioria apenas encontrou ritmos em protocolos de rotina constante e dessincronização forçada desprovidos de validade ecológica. Acresce ainda o facto de neste tipo de estudos não haver uma manipulação sistemática do efeito do padrão individual de distribuição dos parâmetros circadianos no nictómero, designado na literatura como Cronotipo. Perante isto, o presente estudo pretende avaliar a influência do Cronotipo nos ritmos cognitivos, utilizando um protocolo de rotina normal (Ecológico), onde também se manipula o efeito fim-de-semana. Para testar as premissas supramencionadas, utilizou-se uma amostra de 16 alunos universitários, que numa primeira fase responderam ao questionário de Matutinidade e Vespertinidade de Horne&Östberg, para caracterização do Cronotipo, e posteriormente andaram 15-17 dias consecutivos com tempatilumis (actímetros) para análise de ritmos de temperatura e atividade, com iPads onde realizavam ao longo do dia várias tarefas cognitivas e com o Manual de Registo Diário, onde respondiam ao diário de sono e de atividade. A análise de dados denotou a inexistência de expressão de ritmos na maioria dos parâmetros cognitivos inviabilizando a verificação de diferenças significativas entre indivíduos matutinos e vespertinos nestes parâmetros. Esta ausência de visualização da expressão rítmica pode ser explicada pelo facto de os participantes não terem aderido da forma desejada e exigida, à realização das tarefas cognitivas, ou pelo facto de termos usado um protocolo de rotina normal, em detrimento dos protocolos de rotina constate e dessincronização forçada, não controlando assim algumas variáveis que influenciam o desempenho cognitivo, podendo estas mascarar ou mesmo eliminar o ritmo. Ainda assim e apesar destas contingências observaram-se ritmos circadianos nas variáveis de autoavaliação, mesmo com o paradigma ecológico. Verificou-se ainda um efeito da hora do dia em vários parâmetros de tarefas cognitivas e motoras medidas objetivamente, assim como uma diminuição da performance cognitiva nos vespertinos, comparativamente aos matutinos, na janela temporal das 6h às 12 horas, que coincide com a maior concentração de horas de aulas por dia na Universidade onde o estudo foi realizado. Outros estudos serão necessários para consolidar a influência do Cronotipo nos ritmos cognitivos, utilizando o protocolo de rotina normal para garantir a validade ecológica, salvaguardando uma participação mais ativa na execução das tarefas cognitivas por parte dos sujeitos em estudo.

A categorização de emoções numa amostra de sujeitos com perturbação anti-social da personalidade

A perturbação da personalidade anti-social, suscita particular interesse entre a comunidade técnica e cientifica porque são sujeitos agressivos que atentam contra si próprios e contra os que os rodeiam. Estudos recentes, revelam que indivíduos com esta perturbação apresentam, entre muitas outras características, um fraco entendimento de estímulos sociais e emocionais. Desta forma, investigadores dedicados ao estudo do processamento de emoções têm sugerido dificuldades destes sujeitos no reconhecimento, expressão e categorização de determinadas emoções, sobretudo no que se refere a emoções negativas. Esta incapacidade em decifrar signos emocionais promove uma fraca cognição social e uma fraca adesão às normas sociais. Dada a pertinência do tema, tivemos como principal interesse analisar de que forma sujeitos com perturbação anti-social da personalidade categorizam estados emocionais básicos e sociais e posteriormente compará-los com um grupo de sujeitos saudáveis. Para o efeito, foram avaliados 15 sujeitos com perturbação anti-social da personalidade, seleccionados a partir de uma base de dados do CAT de Olhão e um grupo de controlo constituído por 15 sujeitos saudáveis recolhidos ao acaso por conveniência. Foram avaliadas as características de personalidade e sintomatologia através do MCMI-III e aplicada uma prova de classificação de cartões “Card Sorting”. Os resultados sugerem que os sujeitos pertencentes ao grupo clinico têm maior dificuldade em categorizar emoções básicas e sociais, comparativamente ao grupo de controlo, sobretudo no que se refere a emoções com valência positiva. Os resultados serão discutidos à luz da literatura atual.

Rôle des circuits cortico-striataux dans la planification et l'exécution de règles lexicales

Des recherches, autant chez l’homme que chez l’animal, proposent qu’il existerait, au sein des réseaux cérébraux, une organisation anatomique parallèle de circuits qui coordonne l’activité des structures qui participent à la planification et à l’exécution d’une action. Dans cette foulée, un modèle émerge qui attribue au cortex préfrontal (CPF) latéral une spécificité anatomo-fonctionnelle basée sur les niveaux de traitement en mémoire de travail (MT). Il s’agit du modèle « niveaux de traitement-dépendant », qui accorde un rôle important au CPF latéral dans l’acquisition et la représentation de règles guidant nos comportements. Des études en neuroimagerie fonctionnelle, utilisant le Wisconsin Card Sorting Task (WCST) ont permis de corroborer ce modèle et de dissocier trois niveaux de traitement en MT non seulement au sein du CPF latéral mais encore aux structures sous- corticales, les ganglions de la base (GB). Ces études suggèrent que certains noyaux des GB seraient topographiquement organisés avec le CPF latéral et contriburaient, sous certaines conditions, à des processus cognitifs et moteurs semblables à leur homologue cortical. Le but de notre étude est d'explorer la généralisation de la contribution des GB et du CPF au modèle niveaux de traitement-dépendant afin de voir si ce dernier est indépendant de la nature des stimuli en mémoire de travail. À cet effet, nous avons modifié le WCST en l’appliquant à un autre domaine, celui du langage. Nous avons remplacé les pictogrammes par des mots et modifié les règles formes, couleurs, nombres, par des règles sémantiques et phonologiques. L’analyse des résultats a démontré que différentes parties des GB de concert avec différentes régions du CPF se différencient quant aux niveaux de traitement en MT et ce, indépendamment de la nature des stimuli. Une deuxième analyse a permis d’évaluer les patrons d’activations liés aux conditions sémantiques et phonologiques. Ces résultats ont mis en évidence que les réseaux préfrontaux semblent liés aux processus exécutifs nécessaires à la réalisation de la tâche, indépendamment de la condition tandis que les aires associatives se dissocient davantage et contiennent des réseaux propres à la sémantique et à la phonologie.