When local usability is not the issue: An example case of e-Government service provision NordiCHI workshop on user involvement and representation in e-Government.

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Presentation transcript:

When local usability is not the issue: An example case of e-Government service provision NordiCHI workshop on user involvement and representation in e-Government projects October 15, 2006 Asbjørn Følstad and Petter Bae Brandtzæg SINTEF ICT

Background e-Government services now at level 2 and 3 (CapGemini) –18+10 countires service providers recorded –75% online availability of 20 target services –Virtually all government service providers in Europe with Internet presence (92%) Uptake of e-Government services lag behind (eUSER) –10+4 countries interviews each country –81% of the population prefers face-to-face meetings –17% uses Internet/ to interact with government bodies Differences between countries (CapGemini) –>50% using e-Government services in 3 of the 22 participating countries (Iceland, Norway and Sweden) CapGemini (2006): How Is Europe Progressing? Web Based Survey on Electronic Public Services eUSER population survey (2006): Public Online Services and User Orientation.

Questions Why do the uptake of e-Government services lag behind? What can we do in terms of user involvement to increase the uptake of e-Government services?

An example case – online application for driving license Interactive service launched 2004 –Online service provided for a range of vehicle categories –… but only for first time applicants 8% of relevant applications received through online service in 2004 Goal: 80% by 2007 Authors’ involvement ( ): –Leader vision –Informal expert evaluation –Interviews, traffic schools –Group interviews, driving licence applicants age –Online survey

Lets have a look at the service … APPROVED AS USER FRIENDLY (… if you are within the defined user group)

Challenges for the case service Difficult to know whether or not you are within the defined user group Lack of service information –Potential users not aware of the service Difficult to locate the online service The service does not comply with work processes of users –Booking conducted today through traffic schools –Service requires change of work process in traffic schools other e-Gov services? Any candidates for user involvement?

Thank you for your attention!