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External User Inclusion in Public e-Service Development: Exploring the Current Practice in Sweden
Linköping University, Department of Management and Engineering, Information Systems. Linköping University, Faculty of Arts and Sciences. School of InformaticsUniversity of SkövdeSkövdeSweden.
Linköping University, Department of Management and Engineering, Information Systems. Linköping University, Faculty of Arts and Sciences.ORCID iD: 0000-0003-4701-6272
Linköping University, Department of Management and Engineering, Information Systems. Linköping University, Faculty of Arts and Sciences.ORCID iD: 0000-0002-2784-863X
2017 (English)In: 16th IFIP WG 8.5 International Conference, EGOV 2017, St. Petersburg, Russia, September 4-7, 2017, Proceedings / [ed] Janssen, M et al, Springer, 2017, Vol. 10428, 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. Vol. 10428, p. 60-70
Series
Lecture Notes in Computer Science, ISSN 0302-9743, E-ISSN 1611-3349 ; 10428
Keywords [en]
e-Government Public e-service development External user inclusion Government agencies County councils Municipalities
National Category
Information Systems
Identifiers
URN: urn:nbn:se:liu:diva-140710DOI: 10.1007/978-3-319-64677-0_6ISBN: 978-3-319-64676-3 (print)ISBN: 978-3-319-64677-0 (electronic)OAI: oai:DiVA.org:liu-140710DiVA, id: diva2:1139594
Conference
16th IFIP WG 8.5 International Conference, EGOV 2017, St. Petersburg, Russia, September 4-7, 2017
Available from: 2017-09-08 Created: 2017-09-08 Last updated: 2018-01-13

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Holgersson, JesperAxelsson, KarinMelin, Ulf
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