9. Co-creating e-Government Services: An Empirical Analysis of Participation Methods in Belgium

As citizens have more and more opportunities to participate in public life, it is essential that administrations integrate this participation in their e-government processes. A smarter, more participatory, governance is a well-recognized and essential part of any city that wants to become “Smart” and generate public value. In this chapter, we will focus on the impact of this participatory approach on the development of e-government services by the city. Therefore, the goal of this chapter is to identify which methods administrations can apply to co-create their e-government services with citizens and to understand the gap between the methods used in practice and citizens’ preferences.

This chapter contributes to research and practice in different ways. First, the literature review allows the identification of eight participation methods to co-create e-government services. Second, we further examine these methods by means of 28 in-depth interviews, a questionnaire sent to public servants and a questionnaire sent to citizens. This multi-method approach allows identifying the barriers and drivers of public servants regarding the co-creation of e-government services but also the citizens’ perception of these methods. By contrasting the identified methods with their implementation, we better understand the discrepancies between literature and practice. At the same time, this chapter will give practitioners a repository of participation methods as well as information about the perception public servants and citizens have of them. Finally, we expect the insights provided in this chapter will stimulate research on the practical use of all these different methods.