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