Engineering User Requirements for e-Government Services: A Dutch Case Study

Authors:
Lex Velsen;Thea Geest;Marc Hedde;Wijnand Derks
Affiliations:
Dpt. of Technical and Professional Communication, University of Twente, Enschede, The Netherlands 7500 AE;Dpt. of Technical and Professional Communication, University of Twente, Enschede, The Netherlands 7500 AE;Dpt. of Technical and Professional Communication, University of Twente, Enschede, The Netherlands 7500 AE;Telematica Institute, Enschede, The Netherlands 7500 AN
Venue:
EGOV '08 Proceedings of the 7th international conference on Electronic Government
Year:
2008

Citing 11
Cited 3

Designing for usability: key principles and what designers think

Communications of the ACM
A business case approach to usability cost justification

Cost-justifying usability
Reflections on the Requirements Gathering in an One-Stop Government Project

EGOV '02 Proceedings of the First International Conference on Electronic Government
Software Requirements: Styles and Techniques

Software Requirements: Styles and Techniques
User involvement in e-government development projects

Proceedings of the third Nordic conference on Human-computer interaction
The state of user-centered design practice

Communications of the ACM - The disappearing computer
Mastering the Requirements Process (2nd Edition)

Mastering the Requirements Process (2nd Edition)
Accessing e-government services: design requirements for the older user

UAHCI'07 Proceedings of the 4th international conference on Universal access in human-computer interaction: applications and services
Designing government portal navigation around citizens’ needs

EGOV'06 Proceedings of the 5th international conference on Electronic Government
Municipalities on the web: user-friendliness of government information on the internet

EGOV'06 Proceedings of the 5th international conference on Electronic Government
E-services for citizens: the Dutch usage case

EGOV'07 Proceedings of the 6th international conference on Electronic Government

Assessment of Website Quality: Scandinavian Web Awards Right on Track?

EGOV '09 Proceedings of the 8th International Conference on Electronic Government
Development of a business intelligence environment for e-gov using open source technologies

DaWaK'10 Proceedings of the 12th international conference on Data warehousing and knowledge discovery
Knowledge Capture in E-Services Development: A Prosperous Marriage?

International Journal of Systems and Service-Oriented Engineering

Quantified Score

Hi-index	0.00

Visualization

Abstract

E-Government services can be made more user-friendly by involving prospective users in the requirements engineering stage. In this paper, we present user requirements engineering activities for e-Government services, demonstrate their effectiveness by means of a case study, and reflect upon their use. We used a combination of interviews with clients and involved service employees, which resulted in a set of requirements covering the different needs of future users. The design based on these requirements was tested with fifteen potential end-users, using rapid prototyping and a citizen walkthrough. These sessions show that it is crucial to test user requirements with potential end-users to create an e-Service that successfully caters to clients, providing such things as personalization and interoperability in an e-Government setting.