Empowering Citizens in Public Service Design and Delivery: A Reference Model and Methodology

@inproceedings{Taher2010EmpoweringCI,
  title={Empowering Citizens in Public Service Design and Delivery: A Reference Model and Methodology},
  author={Yehia Taher and Willem-Jan van den Heuvel and Sotirios Koussouris and Christos Georgousopoulos},
  booktitle={ServiceWave Workshops},
  year={2010}
}
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… CONTINUE READING