@inproceedings{pieterson:hal-03282778,
  TITLE = {{Measure What Matters: A Dual Outcome Service Quality Model for Government Service Delivery}},
  AUTHOR = {Pieterson, Willem and Weng, Cindy},
  URL = {https://inria.hal.science/hal-03282778},
  NOTE = {Part 2: E-Government Services and Open Government},
  BOOKTITLE = {{19th International Conference on Electronic Government (EGOV)}},
  ADDRESS = {Link{\"o}ping, Sweden},
  EDITOR = {Gabriela Viale Pereira and Marijn Janssen and Habin Lee and Ida Lindgren and Manuel Pedro Rodr{\'i}guez Bol{\'i}var and Hans Jochen Scholl and Anneke Zuiderwijk},
  PUBLISHER = {{Springer International Publishing}},
  SERIES = {Electronic Government},
  VOLUME = {LNCS-12219},
  PAGES = {138-150},
  YEAR = {2020},
  MONTH = Aug,
  DOI = {10.1007/978-3-030-57599-1\_11},
  KEYWORDS = {Service quality ; Service delivery ; Machine learning ; Gradient boosted decision trees},
  PDF = {https://inria.hal.science/hal-03282778/file/499995_1_En_11_Chapter.pdf},
  HAL_ID = {hal-03282778},
  HAL_VERSION = {v1},
}