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Erschienen in:
2011 | OriginalPaper | Buchkapitel
Empowering Citizens in Public Service Design and Delivery: A Reference Model and Methodology
verfasst von : Y. Taher, Willem-Jan van den Heuvel, S. Koussouris, C. Georgousopoulos
Erschienen in: Towards a Service-Based Internet. ServiceWave 2010 Workshops
Verlag: Springer Berlin Heidelberg
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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.