Den här studien undersöker hur användarcentrerade metoder inom interaktionsdesignprocessen kan involvera medborgare i utvecklingen av offentliga e-tjänster. Genom en praktisk fallstudie på en befintlig offentlig e-tjänst, kallad Familjeportalen, kan studien bidra med en större förståelse för hur användbarheten i offentliga e-tjänster kan utvecklas och förbättras utifrån en medborgarcentrerad synvinkel. Genom att kombinera kvalitativa intervjuer med observationer har en kravspecifikation utarbetats som utgår från medborgarnas krav och behov i interaktionen med den befintliga e-tjänsten. Kravspecifikationen låg till grund för skapandet av en funktionell LO-FI prototyp som sedan testats och utvärderats av medborgarna. För att skapa en offentlig e-tjänst som fungerar för en heterogen målgrupp som medborgare utgör är det viktigt med att involvera representativa och diversifierade medborgare i designprocessen. Att involvera medborgarna i utvecklingen samt utvärderingen av en framtida prototyp har visats sig ge värdefulla insikter över hur en offentlig e-tjänst kan utvecklas och förbättras. / This study examines how user-centered methods in the interaction design process can involve citizens in the development of public e-services. Through a practical case study of an existing public e-service, called Familjeportalen, the study can contribute to a greater understanding of how the utility of public e-services can be developed and improved from a citizen-centered point of view. By combining qualitative interviews with observations, a requirement specification has been developed that is based on citizens' requirements and needs in interaction with the existing e-service. The requirements specification was the basis for the creation of a functional LO-FI prototype, which was then tested and evaluated by citizens. In order to create a public e-service that works for a heterogeneous target group that constitutes citizens, it is important to involve representative and diversified citizens in the design process. Involving citizens in development and evaluating a future prototype has been shown to provide valuable insights into how a public e-service can be developed and improved.

<p>Citizens’ interaction with governments is an area with unique implications for channel management. Governments need to take the citizens perspective into further consideration in order to be successful in delivering high-quality e-services. This paper aims to determine if a categorization of citizen-initiated contacts from a citizen-centric perspective can be a valuable basis for decisions regarding e-service development. The study consisted of three steps. The first step was an examination of the existing related literature, which resulted in the uncovering of the most important aspects of citizens channel choice. The second step consisted of an elaboration of a classification based on perceived task characteristics and a subsequent matching of the categories to desirable channel characteristics. The third and final step consisted of an application of the proposed categorization on a content management system containing all citizen-initiated contacts in a Swedish municipality. The application indicated that the proposed categorization could possibly be used to guide investments in e-services towards a channel-appropriate direction.</p>

Citizens’ interaction with governments is an area with unique implications for channel management. Governments need to take the citizens perspective into further consideration in order to be successful in delivering high-quality e-services. This paper aims to determine if a categorization of citizen-initiated contacts from a citizen-centric perspective can be a valuable basis for decisions regarding e-service development. The study consisted of three steps. The first step was an examination of the existing related literature, which resulted in the uncovering of the most important aspects of citizens channel choice. The second step consisted of an elaboration of a classification based on perceived task characteristics and a subsequent matching of the categories to desirable channel characteristics. The third and final step consisted of an application of the proposed categorization on a content management system containing all citizen-initiated contacts in a Swedish municipality. The application indicated that the proposed categorization could possibly be used to guide investments in e-services towards a channel-appropriate direction.