Advertisement

E-government and the Digital Agenda for Europe

A Study of the User Involvement in the Digitalisation of Citizen Services in Denmark
  • Jane Billestrup
  • Jan Stage
Part of the Lecture Notes in Computer Science book series (LNCS, volume 8518)

Abstract

Several initiatives in regards to digitalisation citizens’ services have been launched, both in the European Union and in Denmark. Several problems have been reported in related work in regards to lack of accessability and usability of e-government self-service solutions. The objective of this paper was “How are software providers developing e-government self-service solutions that should be usable for all citizens?” we conducted 11 phone interviews with self-service providers in Denmark. We found that no citizens are involved in the development process and only few of the self-service solutions are usability evaluated before being released.

Keywords

E-Government Digitalisation Usability Self-service systems E-Government providers Digital agenda for Europe 

Preview

Unable to display preview. Download preview PDF.

Unable to display preview. Download preview PDF.

References

  1. 1.
    Abanumy, A., Al-Badi, A., Mayhew, P.: E-Government website accessibility: In-depth evaluation of Saudi Arabia and Oman. Electronic Journal of e-Government 3(3), 99–106 (2005)Google Scholar
  2. 2.
    Aladwani, A.M.: A cross-cultural comparison of Kuwait and British citizens’ views of e-government interface quality. Government Information Quarterly (2012), doi:10.1016/j.giq.2012.08.003Google Scholar
  3. 3.
    Business Wire, 2010. Recent ICMI and in Contact Survey Reveals Contact Centres Spending More on Self-Service Solutions, but not Realizing Forecasted Results. Business Wire, New York (December 17, 2010)Google Scholar
  4. 4.
    Ding, D.X., Hu, P.J.H., Verma, R., Wardell, D.G.: The impact of service system design and flow experience on customer satisfaction in online financial services. Journal of Service Research 13(1), 96–110 (2010)CrossRefGoogle Scholar
  5. 5.
    Kuzma, J.M.: Accessibility design issues with UK e-government sites. Government Information Quarterly (2009), doi:10.1016/j.giq.2009.10.004Google Scholar
  6. 6.
    Meuter, M.L., Ostrom, A.L., Roundtree, R.I., Bitner, M.J.: Self-service technologies: understanding costumer satisfaction with technology-based service encounters. Journal and Marketing 64(3), 50–64 (2000)CrossRefGoogle Scholar
  7. 7.
    Rai, A., Sambamurthy, V.: The growth of interest in services management: opportunities for information systems scholars. Information Systems Research 17(4), 327–331 (2006)CrossRefGoogle Scholar
  8. 8.
    Robertsen, N., Shaw, R.N.: Predicting the likelihood of voiced complaints in the self-service technology context. Journal of Service Research 12(1), 100–116 (2009)CrossRefGoogle Scholar
  9. 9.
    Teo, T.S.H., Srivastava, S.C., Jiang, L.: Trust and electronic government success: An empirical study. Journal of Management Information Systems 25(3), 99–132 (2008)CrossRefGoogle Scholar
  10. 10.
    Youngblood, N.E., Mackiewics, J.: A usability analysis of municipal government website home pages in Alabama. Government Information Quarterly (2012), doi:10.1016/j.giq.2011.12.010Google Scholar
  11. 11.
  12. 12.
  13. 13.
  14. 14.
    Reddick, C.G.: Citizen interaction with e-government: From the streets to servers? Government Information Quarterly 22, 38–57 (2005)CrossRefGoogle Scholar
  15. 15.
  16. 16.
    Hai, J.C.: @Ibrahim. Fundamental of Development Administration. Scholar Press, Selangor (2007) ISBN 978-967-5-04508-0Google Scholar
  17. 17.
    Venkatesh, V., Chan, F.K.Y., Thong, J.Y.L.: “Designing e-government services: Key service attributes and citizens’ preference structures. Journal of Operations Management 30, 116–133 (2012), doi:10.1016/j.jom.2011.10.001CrossRefGoogle Scholar
  18. 18.
    Huang, Z., Brooks, L.: Usability Evaluation and Redesign of E-Government Users’ Centred Approach. In: Qian, Z., Cao, L., Su, W., Wang, T., Yang, H. (eds.) Recent Advances in CSIE 2011. LNEE, vol. 124, pp. 615–626. Springer, Heidelberg (2012)CrossRefGoogle Scholar
  19. 19.
  20. 20.
  21. 21.
    Weir, C., McKay, I., Jack, M.: Functionality and usability in design for eStatements in eBanking services. Interacting with Computers 19, 241–256 (2007)CrossRefGoogle Scholar
  22. 22.
    Rubin, J.: Handbook of Usability Testing. Wiley, New York (1994)Google Scholar
  23. 23.

Copyright information

© Springer International Publishing Switzerland 2014

Authors and Affiliations

  • Jane Billestrup
    • 1
  • Jan Stage
    • 1
  1. 1.Research Centre for Socio-Interactive Design, Department of Computer ScienceAalborg UniversityDenmark

Personalised recommendations