Participatory design of public sector services

Alan Hartman, Anshu N. Jain, Jay Ramanathan, Antonis Ramfos, Willem Jan Van Der Heuvel, Christian Zirpins, Stefan Tai, Yannis Charalabidis, A. Pasic, T. Johannessen, T. Grønsund

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review


This paper describes a methodology for the participatory design of services in the public sector. The stakeholders participating in the design include three major players, the public which uses the service, the government body which sponsors and finances the service, and the organization (government or third party) that delivers the service. We propose a method for a) gathering the - possibly conflicting - requirements for a service from the three stakeholders, b) representing the design alternatives and their levels of requirement satisfaction, and c) generating a simulation model of the service delivery process for the different design alternatives. The method is illustrated by a practical example based on a real government service.

Original languageEnglish
Title of host publicationElectronic Government and the Information Systems Perspective - First International Conference, EGOVIS 2010, Proceedings
Number of pages15
StatePublished - 2010
Externally publishedYes
Event1st International Conference on Electronic Government and Information Systems Perspective, EGOVIS 2010 - Bilbao, Spain
Duration: 31 Aug 20102 Sep 2010

Publication series

NameLecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
Volume6267 LNCS
ISSN (Print)0302-9743
ISSN (Electronic)1611-3349


Conference1st International Conference on Electronic Government and Information Systems Perspective, EGOVIS 2010


  • Service design
  • modeling
  • simulation
  • value

ASJC Scopus subject areas

  • Theoretical Computer Science
  • General Computer Science


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