Handbook of Usability Testing: How to Plan, Design, and Conduct Effective Tests
Handbook of Usability Testing: How to Plan, Design, and Conduct Effective Tests
The obstacles and myths of usability and software engineering
Communications of the ACM - The Blogosphere
Customer relationship management (CRM) in e-government: a relational perspective
Decision Support Systems
Providing standard-oriented data models and interfaces to eGovernment services
Computer Standards & Interfaces
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Thinking of citizens to be at the center of developing e-government strategies and projects is a recurring theme in the political discourse, academic literature, and journalism. However, when looking closely to practice in the development of policies and projects of this nature, it is rare to find evidence of an assessment of the needs of citizens for the selection, design, and implementation of information technology initiatives in the public sector. It seems that the implementation of e-government projects usually addresses government perspectives and government's perceptions of citizen needs. Based on a telephone survey to 2002 Mexican citizens, this paper argues that citizen-centered strategies to e-government should focus on back-office applications instead of front-end services. This is true even when considering real citizen perspectives and expectations.