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

doi:10.1007/978-3-642-15172-9_21

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 proceeding › Conference contribution › peer-review

Abstract

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 language	English
Title of host publication	Electronic Government and the Information Systems Perspective - First International Conference, EGOVIS 2010, Proceedings
Pages	219-233
Number of pages	15
DOIs	https://doi.org/10.1007/978-3-642-15172-9_21
State	Published - 2010
Externally published	Yes
Event	1st International Conference on Electronic Government and Information Systems Perspective, EGOVIS 2010 - Bilbao, Spain Duration: 31 Aug 2010 → 2 Sep 2010

Publication series

Name	Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
Volume	6267 LNCS
ISSN (Print)	0302-9743
ISSN (Electronic)	1611-3349

Conference

Conference	1st International Conference on Electronic Government and Information Systems Perspective, EGOVIS 2010
Country/Territory	Spain
City	Bilbao
Period	31/08/10 → 2/09/10

Keywords

Service design
modeling
simulation
value

ASJC Scopus subject areas

Theoretical Computer Science
General Computer Science

Access to Document

10.1007/978-3-642-15172-9_21

Cite this

Hartman, A., Jain, A. N., Ramanathan, J., Ramfos, A., Van Der Heuvel, W. J., Zirpins, C., Tai, S., Charalabidis, Y., Pasic, A., Johannessen, T., & Grønsund, T. (2010). Participatory design of public sector services. In Electronic Government and the Information Systems Perspective - First International Conference, EGOVIS 2010, Proceedings (pp. 219-233). (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics); Vol. 6267 LNCS). https://doi.org/10.1007/978-3-642-15172-9_21

Hartman, Alan ; Jain, Anshu N. ; Ramanathan, Jay et al. / Participatory design of public sector services. Electronic Government and the Information Systems Perspective - First International Conference, EGOVIS 2010, Proceedings. 2010. pp. 219-233 (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)).

@inproceedings{2b23dc188fd04d33aa53a9ff6c88d49d,

title = "Participatory design of public sector services",

abstract = "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.",

keywords = "Service design, modeling, simulation, value",

author = "Alan Hartman and Jain, {Anshu N.} and Jay Ramanathan and Antonis Ramfos and {Van Der Heuvel}, {Willem Jan} and Christian Zirpins and Stefan Tai and Yannis Charalabidis and A. Pasic and T. Johannessen and T. Gr{\o}nsund",

year = "2010",

doi = "10.1007/978-3-642-15172-9_21",

language = "English",

isbn = "364215171X",

series = "Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)",

pages = "219--233",

booktitle = "Electronic Government and the Information Systems Perspective - First International Conference, EGOVIS 2010, Proceedings",

note = "1st International Conference on Electronic Government and Information Systems Perspective, EGOVIS 2010 ; Conference date: 31-08-2010 Through 02-09-2010",

}

Hartman, A, Jain, AN, Ramanathan, J, Ramfos, A, Van Der Heuvel, WJ, Zirpins, C, Tai, S, Charalabidis, Y, Pasic, A, Johannessen, T & Grønsund, T 2010, Participatory design of public sector services. in Electronic Government and the Information Systems Perspective - First International Conference, EGOVIS 2010, Proceedings. Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics), vol. 6267 LNCS, pp. 219-233, 1st International Conference on Electronic Government and Information Systems Perspective, EGOVIS 2010, Bilbao, Spain, 31/08/10. https://doi.org/10.1007/978-3-642-15172-9_21

Participatory design of public sector services. / Hartman, Alan; Jain, Anshu N.; Ramanathan, Jay et al.
Electronic Government and the Information Systems Perspective - First International Conference, EGOVIS 2010, Proceedings. 2010. p. 219-233 (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics); Vol. 6267 LNCS).

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

TY - GEN

T1 - Participatory design of public sector services

AU - Hartman, Alan

AU - Jain, Anshu N.

AU - Ramanathan, Jay

AU - Ramfos, Antonis

AU - Van Der Heuvel, Willem Jan

AU - Zirpins, Christian

AU - Tai, Stefan

AU - Charalabidis, Yannis

AU - Pasic, A.

AU - Johannessen, T.

AU - Grønsund, T.

PY - 2010

Y1 - 2010

N2 - 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.

AB - 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.

KW - Service design

KW - modeling

KW - simulation

KW - value

UR - http://www.scopus.com/inward/record.url?scp=78049445679&partnerID=8YFLogxK

U2 - 10.1007/978-3-642-15172-9_21

DO - 10.1007/978-3-642-15172-9_21

M3 - Conference contribution

AN - SCOPUS:78049445679

SN - 364215171X

SN - 9783642151712

T3 - Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)

SP - 219

EP - 233

BT - Electronic Government and the Information Systems Perspective - First International Conference, EGOVIS 2010, Proceedings

T2 - 1st International Conference on Electronic Government and Information Systems Perspective, EGOVIS 2010

Y2 - 31 August 2010 through 2 September 2010

ER -

Hartman A, Jain AN, Ramanathan J, Ramfos A, Van Der Heuvel WJ, Zirpins C et al. Participatory design of public sector services. In Electronic Government and the Information Systems Perspective - First International Conference, EGOVIS 2010, Proceedings. 2010. p. 219-233. (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)). doi: 10.1007/978-3-642-15172-9_21

Participatory design of public sector services

Abstract

Publication series

Conference

Keywords

ASJC Scopus subject areas

Access to Document

Other files and links

Fingerprint

Cite this