Towards a Roadmap for User Involvement in E-Government Service Development

Abstract : New technology means new ways of both developing, providing and consuming services. In the strive for government organizations to build and maintain relationships with its citizens, e-presence is highly important. E-services are one way to go, and it has been argued that user participation is an important part of developing said services. In this paper we analyze a selection of user participation approaches from a goal perspective to see how they fit in an e-government service development context., In doing so, we identify four challenges that need to be addressed when including users in the development: 1) Identifying the user target segment, 2) Identifying the individual user within each segment, 3) Getting users to participate, and 4) Lacking adequate skills.
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Jesper Holgersson, Eva Söderström, Fredrik Karlsson, Karin Hedström. Towards a Roadmap for User Involvement in E-Government Service Development. 9th IFIP WG 8.5 International Conference on Electronic Government (EGOV), Aug 2010, Lausanne, Switzerland. pp.251-262, ⟨10.1007/978-3-642-14799-9_22⟩. ⟨hal-01056581⟩

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