Towards a framework and model for acceptable user experiences in e-government physical and virtual identity access management systems

Abstract

The wide spread of services on the internet has aggravated the issue of maintaining multiple identities such as the virtual identities that are based on specific login credentials like username, passwords and PINs. On the other hand, multiple physical identities also prove to be difficult to maintain since different sources require the presence of different smart cards, mobile devices or other proofs of identity. Therefore, the modern world is populated with so many virtual and physical Identity Access Management Systems (IAMS) that individuals are required to maintain multiple passwords and login credentials. The tedious task of remembering these can be minimised through the utilisation of an innovative approach of single sign-in mechanisms. During recent times, several systems have been developed to provide physical and virtual IAMS; however, most have not been very successful according to specific criteria. Furthermore, alongside increasing the level of awareness for the need to deploy interoperable physical and virtual IAMS, there exists an immediate need for the establishment of clear guidelines for the successful integration of the two media. The importance of and motivation for the integration of the two media will be discussed in this thesis with respect to three perspectives: security, which includes identity; user experience, comprising usability; and acceptability, containing accessibility. Not many frameworks and models abide by all guidelines for all of these perspectives; thus, the thesis addresses the immediate need to establish a framework and a model for acceptable user experience for successful integration of the two media for public services within the e-government domain. The IAMS framework is based on the attributes from the researched theories of the three perspectives and expert evaluations of the unique nine themes. Regarding the users evaluation to test the proposed Unified Theory of Acceptance and Use of Technology Model(UTAUT), there is an indirect effect on behavioural intentions to use a new prototype system (Ubiquitous Identity Access Management System "UbIAMS") through performance expectancy, effort expectancy, social influence, and through items pertaining to acceptability and user experience.

More information

Identifiers

Catalogue record

Export record