Towards a roadmap for user involvement in e-government service development

Authors:
Jesper Holgersson;Eva Söderström;Fredrik Karlsson;Karin Hedström
Affiliations:
University of Skövde, Högskolevägen, Skövde, Sweden;University of Skövde, Högskolevägen, Skövde, Sweden;MELAB, Swedish Business School at Örebro University, Örebro, Sweden;MELAB, Swedish Business School at Örebro University, Örebro, Sweden
Venue:
EGOV'10 Proceedings of the 9th IFIP WG 8.5 international conference on Electronic government
Year:
2010

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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.