Guder, MennanBalta-Ozkan, Nazmiye2024-12-202024-12-202024-09-13Guder M, Balta-Ozkan N. (2024) A data-driven approach to understanding online service access and technological energy injustice among minority ethnic communities. In: WSSE 2024: Proceedings of the 6th World Symposium on Software Engineering (WSSE). 13-15 September 2024, Kyoto, Japan, pp. 218-225979-8-4007-1708-6https://doi.org/10.1145/3698062.3698094https://dspace.lib.cranfield.ac.uk/handle/1826/23302In the energy domain, various forms of injustice manifest, spanning distribution, production, access, environmental, economic, social, inter-generational, technological, cultural, and governance realms. This paper delves into the technological injustice regarding online service access by energy suppliers, specifically focusing on its impact on energy poverty among minority ethnic communities. The Ofgem Consumer Impacts of Market Conditions Survey Wave 3 Report highlights significant challenges within the energy market, particularly affecting minority ethnic communities. Despite initiatives to investigate legal services for minority ethnic communities, exploration of online service utilization remains inadequate, creating a significant gap in understanding. This paper proposes a comprehensive examination of online service usage and perceptions within minority ethnic communities to address this research gap. The proposed framework encompasses modules for survey construction, data analysis, Machine Learning (ML) integration, and Agent-Based Modelling (ABM) and simulation. Feature examination reveals correlations between accommodation type and online service satisfaction, influencing simulations. The ABM module simulates how changes in accommodation type affect online service satisfaction, with ML models predicting outcomes. Validation through empirical data and expert knowledge ensures model accuracy. This research contributes to understanding online service experiences, particularly for minority ethnic communities, aiming to empower researchers and service providers to address inequalities effectively. Future work involves expanding the ABM to incorporate threat modelling concepts, providing a tool for assessing and fortifying the security posture of online services for minority ethnic communities.pp. 218-225enAttribution 4.0 Internationalhttp://creativecommons.org/licenses/by/4.0/46 Information and Computing Sciences35 Commerce, Management, Tourism and Services3506 Marketing7 Affordable and Clean Energy10 Reduced InequalitiesConference paper560106