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User Participation In Public e-service Development: Guidelines for including external users
University of Skövde, School of Informatics. University of Skövde, The Informatics Research Centre. (Information Systems)ORCID iD: 0000-0002-8900-6139
2014 (English)Doctoral thesis, comprehensive summary (Other academic)
Place, publisher, year, edition, pages
Skövde: University of Skövde , 2014. , 135 p.
Series
Dissertation Series, 5(2014)
Keyword [en]
User participation, public e-service development, external users
National Category
Information Systems
Research subject
Technology
Identifiers
URN: urn:nbn:se:his:diva-10169Libris ID: 17195374ISBN: 978-91-981474-5-2 OAI: oai:DiVA.org:his-10169DiVA: diva2:760905
Public defence
2014-11-28, Hus G, sal 110, Skövde, 09:53 (English)
Opponent
Supervisors
Available from: 2014-11-05 Created: 2014-11-05 Last updated: 2015-03-16Bibliographically approved
List of papers
1. Exploring user participation approaches in public e-service development
Open this publication in new window or tab >>Exploring user participation approaches in public e-service development
2012 (English)In: Government Information Quarterly, ISSN 0740-624X, Vol. 29, no 2, 158-168 p.Article in journal (Refereed) Published
Abstract [en]

It has been argued that user participation is important when public authorities develop e-services. At the same time there is limited research on the usefulness of existing user participation approaches in public e-service development. In this paper we, therefore, analyze how the three user participation approaches participatory design, user-centered design, and user innovation - meet the strategic e-service goals of the EU and the US. In doing so, we identify three challenges that need to be considered when choosing among these approaches: 1) unclear user target segments can impede the fulfillment of usability and relevance goals, 2) the nature of participation can impede the fulfillment of democracy goals. and 3) lack of adequate skills can impede the fulfillment of efficiency goals. (C) 2012 Elsevier Inc. All rights reserved.

Place, publisher, year, edition, pages
Elsevier, 2012
Keyword
E-services, E-government, E-service development, User participation, Method rationale
National Category
Computer and Information Science
Research subject
Technology
Identifiers
urn:nbn:se:his:diva-6197 (URN)10.1016/j.giq.2011.07.009 (DOI)000303974000006 ()2-s2.0-84860361957 (Scopus ID)
Available from: 2012-08-08 Created: 2012-08-08 Last updated: 2016-12-21Bibliographically approved
2. Towards a roadmap for user involvement in e-government service developmet
Open this publication in new window or tab >>Towards a roadmap for user involvement in e-government service developmet
2010 (English)In: Proceedings of the 9th IFIP WG 8.5 International Conference EGOV 201 / [ed] Maria A. Wimmer, Jean-Loup Chappelet, Marijn Janssen, Hans J. Scholl, Springer, 2010, 251-262 p.Conference paper, (Refereed)
Place, publisher, year, edition, pages
Springer, 2010
Series
Lecture Notes in Computer Science, ISSN 0302-9743 ; 6228
Keyword
e-Government, E-government services, E-services, Government organizations, New technologies, Roadmap, User involvement, User participation
National Category
Computer and Information Science
Research subject
Technology
Identifiers
urn:nbn:se:his:diva-7362 (URN)10.1007/978-3-642-14799-9_22 (DOI)000286404000022 ()2-s2.0-78049333861 (Scopus ID)3-642-14798-4 (ISBN)978-3-642-14799-9 (ISBN)978-3-642-14798-2 (ISBN)
Conference
9th IFIP WG 8.5 International Conference on Electronic Government, EGOV 2010; Lausanne; 29 August 2010 through 2 September 2010
Available from: 2013-03-04 Created: 2013-03-04 Last updated: 2016-12-21Bibliographically approved
3. Experiences from and attitudes towards applying user participation in public e-service development
Open this publication in new window or tab >>Experiences from and attitudes towards applying user participation in public e-service development
2014 (English)In: Proceedings of the 10th International Conference on Web Information Systems and Technologies, SciTePress, 2014, 269-275 p.Conference paper, (Refereed)
Abstract [en]

It is evident that user participation is a vital component for successful public e-service development.  However, it is also apparent that there is little guidance in e-government research about how user participation should be implemented in practice. Some high level guidelines can be found regarding user participation design schools but there is very little guidance in existing research regarding how these design schools can be implemented in practice. In this paper we have explored public administrations’ experience of user participation, both in general systems development and in development of public e-services, in order to identify basic requirements that have to be fulfilled when implementing user participation in public e-service development. Thereafter we have applied these requirements on commonly used techniques to implement user participation in the light of three design schools: Participatory Design, User Centered Design, and User Innovation. Our results show that techniques to implement user participation in public e-service development must be adjusted to limited resources in terms of time and money as well as short development projects.

Place, publisher, year, edition, pages
SciTePress, 2014
Keyword
E-government, Public e-service development, User Participation, Techniques for User Participation
National Category
Information Systems
Research subject
Technology
Identifiers
urn:nbn:se:his:diva-8975 (URN)10.5220/0004762102690275 (DOI)
Conference
10th International Conference on Web Information Systems and Technologies, WEBIST 2014, Barcelona, 3-5 April 2014
Projects
DOME research project
Funder
Vinnova
Available from: 2014-04-11 Created: 2014-04-11 Last updated: 2016-12-21Bibliographically approved
4. Exploring citizens' possibilities to participate in public e-service development
Open this publication in new window or tab >>Exploring citizens' possibilities to participate in public e-service development
2011 (English)In: The Joint Proceedings of Ongoing Research and Projects of IFIP EGOV and ePart 2011 / [ed] Janssen et al, TRAUNER Verlag, 2011, 83-91 p.Conference paper, (Refereed)
Abstract [en]

The increased interest for user participation in development of public electronic services (public e-services for short) is expected to bring similar value as it has done in other systems development projects. Existing research, however, has shown that introducing user participation to public e-service development is associated with a number of challenges. We have in this paper explored the challenges a) getting users to participate, and b) lacking adequate skills, in the context of three user participation schools. Our interview results show that citizens in general are interested to participate in public e-service development, and favour user participation schools with a high degree of active participation. Moreover, citizens’ ability to participate is high with respect to ICT-knowledge. However, their knowledge of laws, regulations and business processes related to public authorities in general is low, thus limiting citizens’ ability to participate.

Place, publisher, year, edition, pages
TRAUNER Verlag, 2011
Series
Informatik, 37
National Category
Computer and Information Science
Research subject
Technology
Identifiers
urn:nbn:se:his:diva-5678 (URN)978-3-85499-515-9 (ISBN)
Available from: 2012-04-03 Created: 2012-04-03 Last updated: 2016-12-21Bibliographically approved
5. Understanding business employees' conditions for participating in public e-service development
Open this publication in new window or tab >>Understanding business employees' conditions for participating in public e-service development
2012 (English)In: Proceedings of the 20th European Conference on Information Systems (ECIS) / [ed] J. Pries-Heje et al, Association for Information Systems, 2012, Paper 24- p.Conference paper, (Refereed)
Abstract [en]

Today there is an increased interest in user participation in development of public e-services, since it is expected to bring similar value as it has done in other types of systems development. Existing research, however, has shown that introducing  user participation to public e-service development is associated with a number of challenges. In this paper we have explored three user participation schools, Participatory Design, User Centered Design and User Innovation, with regard to two challenges: a) businesses employees' current mandate and willingness to participate in public e-service development and b) business employees' ability to participate in public e-service development. Our interview results show that businesses employees do have mandate to participate and also want to do so. Moreover, business employees' ability to participate is high with respect to ICT knowledge but rather low with respect to knowledge regarding public authorities' business processes. In addition, their knowledge about laws and regulations that affect public authorities is limited. Altogether, this limits the possibilities to apply user participation schools, such as User Innovation, which rely on a high degree of user-responsibility in identifying problems and solutions.

Place, publisher, year, edition, pages
Association for Information Systems, 2012
Keyword
E-services, E-government, E-service development, User participation
National Category
Computer and Information Science
Research subject
Technology
Identifiers
urn:nbn:se:his:diva-6588 (URN)978-84-88971-54-8 (ISBN)
Available from: 2012-10-31 Created: 2012-10-31 Last updated: 2016-12-21Bibliographically approved
6. Public e-service development: Understanding citizens' conditions for participation
Open this publication in new window or tab >>Public e-service development: Understanding citizens' conditions for participation
2014 (English)In: Government Information Quarterly, ISSN 0740-624X, Vol. 31, no 3, 396-410 p.Article in journal (Refereed) Published
Abstract [en]

For decades, user participation has brought value to various systems development projects. Today, there are expectations that public e-service development will experience the same benefits. However, existing research has shown that introducing user participation into public e-service development can be challenging. In this study, we interviewed citizens in order to explore their willingness and ability to participate in public e-service development according to three user participation schools: User-Centred Design, Participatory Design and User Innovation. Our findings show that citizens in general are willing to participate, but their ability to do so is limited. Based on our findings, we developed nine propositions to explain citizens' willingness and ability to participate in public e-service development. The propositions contribute to practice by acting as a tentative guide for systems developers when they use user participation schools as inspiration in public e-service projects. They also act as a starting point for future research into conditions for user participation in public e-service development.

Place, publisher, year, edition, pages
Elsevier, 2014
Keyword
Public e-services, E-government, Public e-service development, User participation
National Category
Computer Science
Research subject
Technology
Identifiers
urn:nbn:se:his:diva-9724 (URN)10.1016/j.giq.2014.02.006 (DOI)000342037100006 ()2-s2.0-84906242945 (Scopus ID)
Available from: 2014-08-14 Created: 2014-08-14 Last updated: 2016-12-21Bibliographically approved

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