Participatory design of public sector services

Authors:
Alan Hartman;Anshu N. Jain;Jay Ramanathan;Antonis Ramfos;Willem-Jan Van der Heuvel;Christian Zirpins;Stefan Tai;Yannis Charalabidis;A. Pasic;T. Johannessen;T. Grønsund
Affiliations:
IBM Research India Bangalore, India;IBM Research India Bangalore, India;Ohio State University Ohio;Intrasoft International Luxemburg;University of Tilburg, Netherlands;Karlsruhe Institute of Technology, Germany;Karlsruhe Institute of Technology, Germany;National Technical University of Athens, Greece;Atos Origin, Spain;Ignitas, UK;Ignitas, UK
Venue:
EGOVIS'10 Proceedings of the First international conference on Electronic government and the information systems perspective
Year:
2010

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Abstract

This paper describes a methodology for the participatory design of services in the public sector. The stakeholders participating in the design include three major players, the public which uses the service, the government body which sponsors and finances the service, and the organization (government or third party) that delivers the service. We propose a method for a) gathering the - possibly conflicting - requirements for a service from the three stakeholders, b) representing the design alternatives and their levels of requirement satisfaction, and c) generating a simulation model of the service delivery process for the different design alternatives. The method is illustrated by a practical example based on a real government service.