Citizen Centred e-Government: an HCI approach Leonardo Sandoval

A meme introduction to e-government Example: e-FOIA system (US) 1 citizen request 29 Agencies 285 Offices 285 Websites!!! All with different forms!!! Delivery of government information and services to citizens through the Internet (UNDESA, 2001; West, 2003) Bureaucratic paradigm (Ho, 2002) Low adoption after 20 years (OECD, 2009; Verdegem et al., 2010; Eurostat, 2014; Wang, 2014)

Citizen Centred Approach Promoted by International Organisations since last decade (OECD, 2005, 2009; UNDESA, 2012; European Commission, 2013) Focuses on integration and rationalisation of e-services Flagship initiative: One Stop Portals (e.g. GOV.UK) “Before we came along, there were more than 1,700 different government websites in the U.K. Each one had a different look and feel. Each one had a different user experience. In each one the language was different.” Ben Terret on GOV.UK businessweek.com 20th March 2014

How User Centred are Citizen Centred Services? Gap: few references to HCI in the e-government literature (Van den Haak et al., 2009; Sørum et al., 2012; de Róiste, 2013) Citizen centred solutions may still miss user needs Pilot study –4 tasks on 2 One Stop Portals (Canada & UK) –16 Citizens & 3 HCI Experts –3 HCI Methods (CVP, CHE, AI) Results –Usability problems: Canada.Ca = 43 | GOV.UK = 69 –UCDE: + 10 heuristics violated according to experts –UX: Aesthetics did not affect perception of usability –Perception of usability was related to objective usability measures (number and severity of problems)

My research Understand the role of interaction in egov UX Focus on different –Types of users –e-gov areas and technologies –HCI methods Aims –Increase the body of knowledge on e-government –Integrate HCI approaches in e-government evaluation –Develop a method for comparative studies on citizen centricity

Thanks

References de Róiste, M. (2013). Bringing in the users: The role for usability evaluation in eGovernment. Government Information Quarterly, 30(4), Eurostat. (2014). Individuals using the Internet for interacting with public authorities. [Online]. Available at: [Accessed 31 August 2014] Ho, A. (2002). Reinventing Local Governments and the E-Government Initiative. Public Administration Review, 62(4), 434–444. OECD. (2005). E-government for Better Government. Organisation for Economic Co-operation and Development, Public Management Service (OECD). Paris, France: OECD Publishing. OECD. (2009). Rethinking e-government services (user-centred approaches). Organisation for Economic Co-operation and Development, Public Management Service (OECD). Paris, France: OECD Publishing. Sørum, H., Andersen, K. N., & Vatrapu, R. (2012). Public websites and human–computer interaction: an empirical study of measurement of website quality and user satisfaction. Behaviour & Information Technology, 31(7), 697–706. UNDESA. (2001). Benchmarking E-government: A Global Perspective: Assessing the Progress of the UN Member States. New York, NY, USA: UN Department of Economic and Social Affairs (UNDESA) UNDESA. (2012). United Nations Global E-government Survey 2012: E-Government for the People. New York, NY, USA: UN Department of Economic and Social Affairs (UNDESA). UNDESA. (2014). United Nations Global E-government Survey 2014: E-Government for the Future We Want. New York, NY, USA: UN Department of Economic and Social Affairs (UNDESA). van den Haak, M. J., de Jong, M. D., & Schellens, P. J. (2009). Evaluating municipal websites: A methodological comparison of three think-aloud variants. Government Information Quarterly, 26(1), Verdegem, P., Stragier, J., & Verleye, G. (2010). Measuring for Knowledge: A Data-Driven Research Approach for eGovernment. Electronic Journal of E- Government, 8(2), 227–236. Wang, F. (2014). Explaining the low utilization of government websites: Using a grounded theory approach. Government Information Quarterly 31, West, D. M. (2003). Global E-Government, (Centre for Public Policy Brown University, Ed.). United States.: Princeton University Press.