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External User Inclusion in Public e-Service Development: Exploring the Current Practice in Sweden
University of Skövde, School of Informatics. University of Skövde, The Informatics Research Centre. Division of Information Systems, Department of Management and Engineering, Linköping University, Linköping, Sweden. (Informationssystem, Information Systems (IS))ORCID iD: 0000-0002-8900-6139
Division of Information Systems, Department of Management and Engineering, Linköping University, Linköping, Sweden.ORCID iD: 0000-0003-4701-6272
Division of Information Systems, Department of Management and Engineering, Linköping University, Linköping, Sweden.ORCID iD: 0000-0002-2784-863X
2017 (English)In: Electronic government: 16th IFIP WG 8.5 International Conference, EGOV 2017, St. Petersburg, Russia, September 4-7, 2017, Proceedings / [ed] Marijn Janssen, Karin Axelsson, Olivier Glassey, Bram Klievink, Robert Krimmer, Ida Lindgren, Peter Parycek, Hans J. Scholl, Dmitrii Trutnev, Springer, 2017, p. 60-70Conference paper, Published paper (Refereed)
Abstract [en]

For the last decade e-government research has underlined the importance of an external user perspective in public e-service development and there have been numerous attempts to provide guidance and directions for government agencies in this matter. Individual research studies show little progress in this matter, but a more generalisable picture of the current state of external user inclusion is missing. The aim of this paper is to provide a better and more generalisable understanding of Swedish government agencies’ current practice of external user inclusion in public e-service development. In order to do so, we have interviewed Swedish government agencies regarding their perceptions on external user inclusion. Our findings show mixed results regarding attitudes towards and current practice of external user inclusion. It is clear that organisational size and previous experience of public e-service development matter. At the same time challenges such as a general lack of resurces and a lack of time are seen as general barriers, regardless of agency level and size.

Place, publisher, year, edition, pages
Springer, 2017. p. 60-70
Series
Lecture Notes in Computer Science, ISSN 0302-9743, E-ISSN 1611-3349 ; 10428
Keyword [en]
e-Government, Public e-service development, External user inclusion, Government agencies County councils, Municipalities
National Category
Information Systems Information Systems, Social aspects
Research subject
Information Systems
Identifiers
URN: urn:nbn:se:his:diva-14635DOI: 10.1007/978-3-319-64677-0_6Scopus ID: 2-s2.0-85029420176ISBN: 978-3-319-64676-3 (print)ISBN: 978-3-319-64677-0 (electronic)OAI: oai:DiVA.org:his-14635DiVA, id: diva2:1171459
Conference
16th IFIP WG 8.5 International Conference, EGOV 2017, St. Petersburg, Russia, September 4-7, 2017
Available from: 2018-01-08 Created: 2018-01-08 Last updated: 2018-04-25

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