A framework of reference for evaluating user experience when using high definition video to video to facilitate public services

Abstract

This paper proposes the use of high definition video to video as a means to facilitate the adoption of public services. High definition video can be delivered over the public Internet infrastructure by using a Right of Way platform that guarantees no interference from unwanted traffic. In this paper, we discuss the benefits of using high definition video to video communication in the public sector to facilitate services such as health, education and city experience/administration. Drawing from the dominant theories on Information Communication Technology we then propose a framework of reference to evaluate user experience of such services based on the Unified Theory of Acceptance and Use of Technology 2 (Venkatesh et al., 2012), the Information Systems success model (DeLone & McLean, 1992) and inclusion of the perception on information privacy.