Skip to main content
SpringerLink
Log in
Book cover

Advances in The Human Side of Service Engineering pp 11–21Cite as

User-Centered Arrangement of Public Services

  • Conference paper
  • First Online:

  • 984 Accesses

Part of the book series: Advances in Intelligent Systems and Computing ((AISC,volume 494))

Abstract

This article reports on the issue of arrangement of public services. We argue that public services offered together in one building are often combined without consideration of citizens’ needs. It is not unusual for services to be arranged only according to organizational charts of public administration bodies or space availability. Thus we postulate a shift of perspective from administration-centered to user-centered approach that should be applied in the public administration in general and in public services in particular. To this end we propose a method for decision support on user-centered arrangements of public services. The method is a planning and evaluation tool based on feature modelling. It makes it possible to describe services from the user perspective and compare them in terms of their advantageous arrangement in a facility building. The method has been tested on a real case study and the results are presented and discussed.

This is a preview of subscription content, log in via an institution.

Chapter
USD   29.95
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
eBook
USD   129.00
Price excludes VAT (USA)
  • Available as EPUB and PDF
  • Read on any device
  • Instant download
  • Own it forever
Softcover Book
USD   169.99
Price excludes VAT (USA)
  • Compact, lightweight edition
  • Dispatched in 3 to 5 business days
  • Free shipping worldwide - see info

Tax calculation will be finalised at checkout

Purchases are for personal use only

Learn about institutional subscriptions

References

  1. Taher, Y., Van Den Heuvel, W.J., Koussouris, S., Georgousopoulos, C.: Empowering citizens in public service design and delivery: a reference model and methodology. In: Cezon, M., Wolfsthal, Y. (eds.) ServiceWave 2010 Workshop. LNCS, vol. 6569, pp. 129–136. Springer, Heidelberg (2010)

    Google Scholar 

  2. Harrison, C., Donnelly, I.A.: A theory of smart cities. In: Proceedings of the 55th Annual Meeting of the ISSS-2011. Hull, UK (2011)

    Google Scholar 

  3. Thomas, J.C.: Citizen, customer, partner: rethinking the place of the public in public management. Public Admin. Rev. 73(6), 786–796 (2013)

    Article  Google Scholar 

  4. Ha, S.H., Lee, M.J.: E-government services using customer index knowledge. In: Andersen K.N., et al. (eds.) EGOVIS 2010, LNCS, vol. 6267, pp. 174–188. Springer, Heidelberg (2010)

    Google Scholar 

  5. Greenfield, A.: Against the Smart City. Do Projects, New York City (2013)

    Google Scholar 

  6. Marsal-Llacuna, M.L., Leung, Y.T., Ren, G.J.: Smarter urban planning: match land use with citizen needs and financial constraints. In: Murgante, B., Gervasi, O., Iglesias, A., Taniar, D., Apduhan, B.O. (eds.) ICCSA 2011. LNCS, vol. 6783, pp. 93–108. Springer, Heidelberg (2011)

    Google Scholar 

  7. Hartman, A., Jain, A.N., Ramanathan, J., et al.: Participatory design of public sector services. In: Andersen, K.N., et al. (eds.) EGOVIS 2010. LNCS, vol. 6267, pp. 219–233. Springer, Heidelberg (2010)

    Google Scholar 

  8. Chesbrough, H.: Toward a science of services. Harvard Bus. Rev. 83(2), 16–17 (2005)

    Google Scholar 

  9. Dg-Connect, E.U.: A Vision for Public Services. European Commission, Brussels (2013)

    Google Scholar 

  10. Zhou, Q., Tan, K.C.: The application of tools and techniques in a unified service design theory. In: IEEE International Conference on Industrial Engineering and Engineering Management, IEEM 2008, pp. 930–934 (2008)

    Google Scholar 

  11. Wittern, E., Zirpins, C.: On the use of feature models for service design: the case of value representation. In: Cezon, M., Wolfsthal, Y. (eds.) ServiceWave 2010 Workshops. LNCS, vol. 6569, pp. 110–118. Springer, Heidelberg (2010)

    Chapter  Google Scholar 

Download references

Acknowledgments

This work has been developed within the project Plataforma para la monitor-ización y evaluación de la eficiencia de los sistemas de distribución en Smart Cities, ref. DPI2013-47450-C2-1-R, and with the financial support of the Secretaria d’Universitats i Recerca del Departament d’Economia i Coneixement de la Gener-alitat de Catalunya [grant number: 2014 FI_B00971].

Author information

Authors and Affiliations

  1. Institute of Informatics and Applications, Politecnica IV, Campus Montilivi, 17071, Girona, Spain

    Robert Rusek & Joan Colomer-Llinas

Authors
  1. Robert Rusek
    View author publications

    You can also search for this author in PubMed Google Scholar

  2. Joan Colomer-Llinas
    View author publications

    You can also search for this author in PubMed Google Scholar

Corresponding author

Correspondence to Robert Rusek .

Editor information

Editors and Affiliations

  1. University of Central Florida , Orlando, Florida, USA

    Tareq Z. Ahram

  2. University of Central Florida , Orlando, USA

    Waldemar Karwowski

Rights and permissions

Reprints and permissions

Copyright information

© 2017 Springer International Publishing Switzerland

About this paper

Cite this paper

Rusek, R., Colomer-Llinas, J. (2017). User-Centered Arrangement of Public Services. In: Ahram, T., Karwowski, W. (eds) Advances in The Human Side of Service Engineering. Advances in Intelligent Systems and Computing, vol 494. Springer, Cham. https://doi.org/10.1007/978-3-319-41947-3_2

Download citation

  • DOI: https://doi.org/10.1007/978-3-319-41947-3_2

  • Published:

  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-319-41946-6

  • Online ISBN: 978-3-319-41947-3

  • eBook Packages: EngineeringEngineering (R0)

Publish with us

Policies and ethics

Search

Navigation