Abstract
The aim of this paper is to investigate the key characteristics that refrain Estonian youngsters from using public e-services and to study whether the level of engagement could be increased by redesigning the current e-service user experience. The technology acceptance model and its derivatives are used as background theoretical concept in combination with the design sprint tool for introducing an improved proactive and engaging e-service. We conduct an empirical study on the basis of interviews and a workshop with the target group. A prototype of an improved e-service is developed and the results of its validation are presented. The research outcomes point to the increasing importance of proactive delivery of public e-services. Moreover, we suggest to consider the benefits of implementing communication bridges between youngsters and governments via online channels.
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Ruus, M., Pappel, I., Tsap, V., Draheim, D. (2019). Enhancing Public e-Service Delivery: Recognizing and Meeting User Needs of Youngsters in Estonia. In: Alexandrov, D., Boukhanovsky, A., Chugunov, A., Kabanov, Y., Koltsova, O., Musabirov, I. (eds) Digital Transformation and Global Society. DTGS 2019. Communications in Computer and Information Science, vol 1038. Springer, Cham. https://doi.org/10.1007/978-3-030-37858-5_3
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