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How can personalization improve the usability of government websites and online services?

Personalization and subscription features are always available on e-government portals, and as developers of such functionality we are happy to see that new users constantly sign up and set their preferences. However, personalization options often don't bring users high value, and site administrators rarely utilize personalization data to improve usability. Roundtable Discussion by Assia "Assia" Alexandrova E-Government for