Abstract
The importance of public service delivery for improving the relationship between governments and their citizens has been recently recognized as a major challenge for e-Government research. In this paper, we propose a new reference model and an associated governance methodology where citizens’ opinions directly impact the service delivery decision-making process. Our proposal supports iterative development of public services; starting from abstract citizen needs, and subsequently aligning them with the strategy of public bodies, laws and regulations through a stepwise process of reconciliation and refinement until they can be modeled, simulated, and evaluated.
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Taher, Y., van den Heuvel, WJ., Koussouris, S., Georgousopoulos, C. (2011). Empowering Citizens in Public Service Design and Delivery: A Reference Model and Methodology. In: Cezon, M., Wolfsthal, Y. (eds) Towards a Service-Based Internet. ServiceWave 2010 Workshops. ServiceWave 2010. Lecture Notes in Computer Science, vol 6569. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-22760-8_14
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DOI: https://doi.org/10.1007/978-3-642-22760-8_14
Publisher Name: Springer, Berlin, Heidelberg
Print ISBN: 978-3-642-22759-2
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