Abstract
E-Government services can be made more user-friendly by involving prospective users in the requirements engineering stage. In this paper, we present user requirements engineering activities for e-Government services, demonstrate their effectiveness by means of a case study, and reflect upon their use. We used a combination of interviews with clients and involved service employees, which resulted in a set of requirements covering the different needs of future users. The design based on these requirements was tested with fifteen potential end-users, using rapid prototyping and a citizen walkthrough. These sessions show that it is crucial to test user requirements with potential end-users to create an e-Service that successfully caters to clients, providing such things as personalization and interoperability in an e-Government setting.
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van Velsen, L., van der Geest, T., ter Hedde, M., Derks, W. (2008). Engineering User Requirements for e-Government Services: A Dutch Case Study. In: Wimmer, M.A., Scholl, H.J., Ferro, E. (eds) Electronic Government. EGOV 2008. Lecture Notes in Computer Science, vol 5184. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-540-85204-9_21
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DOI: https://doi.org/10.1007/978-3-540-85204-9_21
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