1 / 7

When local usability is not the issue: An example case of e-Government service provision

When local usability is not the issue: An example case of e-Government service provision. NordiCHI workshop on user involvement and representation in e-Government projects October 15, 2006 Asbjørn Følstad and Petter Bae Brandtzæg SINTEF ICT. Background.

damon-parrish
Download Presentation

When local usability is not the issue: An example case of e-Government service provision

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. When local usability is not the issue: An example case of e-Government service provision NordiCHI workshop on user involvement and representation in e-Government projects October 15, 2006 Asbjørn Følstad and Petter Bae Brandtzæg SINTEF ICT

  2. Background • e-Government services now at level 2 and 3 (CapGemini) • 18+10 countires. 12590 service providers recorded • 75% online availability of 20 target services • Virtually all government service providers in Europe with Internet presence (92%) • Uptake of e-Government services lag behind (eUSER) • 10+4 countries. 1000 interviews each country • 81% of the population prefers face-to-face meetings • 17% uses Internet/e-mail to interact with government bodies • Differences between countries (CapGemini) • >50% using e-Government services in 3 of the 22 participating countries (Iceland, Norway and Sweden) CapGemini (2006): How Is Europe Progressing? Web Based Survey on Electronic Public Services eUSER population survey (2006): Public Online Services and User Orientation.

  3. Questions • Why do the uptake of e-Government services lag behind? • What can we do in terms of user involvement to increase the uptake of e-Government services?

  4. An example case – online application for driving license • Interactive service launched 2004 • Online service provided for a range of vehicle categories • … but only for first time applicants • 8% of relevant applications received through online service in 2004 • Goal: 80% by 2007 • Authors’ involvement (2005-06): • Leader vision • Informal expert evaluation • Interviews, traffic schools • Group interviews, driving licence applicants age 18-19 • Online survey

  5. Lets have a look at the service … APPROVED AS USER FRIENDLY (… if you are within the defined user group)

  6. other e-Gov services? Challenges for the case service Any candidates for user involvement? • Difficult to know whether or not you are within the defined user group • Lack of service information • Potential users not aware of the service • Difficult to locate the online service • The service does not comply with work processes of users • Booking conducted today through traffic schools • Service requires change of work process in traffic schools

  7. Thank you for your attention!

More Related