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

Taher, Y; Van Den Heuvel, W-J; Koussouris, S; Georgousopoulos, C

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	https://dspace.lib.ntua.gr/xmlui/handle/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