Empowering citizens in public service design and delivery: A reference model and methodology

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dc.contributor.author Taher, Y en
dc.contributor.author Van Den Heuvel, W-J en
dc.contributor.author Koussouris, S en
dc.contributor.author Georgousopoulos, C en
dc.date.accessioned 2014-03-01T02:53:15Z
dc.date.available 2014-03-01T02:53:15Z
dc.date.issued 2011 en
dc.identifier.issn 03029743 en
dc.identifier.uri http://hdl.handle.net/123456789/36194
dc.subject Modelling en
dc.subject Public service en
dc.subject Representation en
dc.subject service Design en
dc.subject.other Citizen needs en
dc.subject.other Decision making process en
dc.subject.other E-government research en
dc.subject.other Iterative development en
dc.subject.other Modelling en
dc.subject.other Public services en
dc.subject.other Reference models en
dc.subject.other Representation en
dc.subject.other Service delivery en
dc.subject.other Service design en
dc.subject.other Decision making en
dc.subject.other Laws and legislation en
dc.subject.other Models en
dc.title Empowering citizens in public service design and delivery: A reference model and methodology en
heal.type conferenceItem en
heal.identifier.primary 10.1007/978-3-642-22760-8_14 en
heal.identifier.secondary http://dx.doi.org/10.1007/978-3-642-22760-8_14 en
heal.publicationDate 2011 en
heal.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. © 2011 Springer-Verlag. en
heal.journalName Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics) en
dc.identifier.doi 10.1007/978-3-642-22760-8_14 en
dc.identifier.volume 6569 LNCS en
dc.identifier.spage 129 en
dc.identifier.epage 136 en

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