Co-design for government e-service stakeholders

Abstract

Digital services continually evolve to support a growing diversity of users with an ever varying internet-enabled device numbers. The diversity and ambition of digital services is motivated in part by new technology, channels and users within internet enabled smart environments. To address this growing fluidity a co-design approach has been developed that focuses on Government to Citizens (G2C) e-services. Co-design tools and methods are able to maximize opportunities for communicating and collaborating with varied and diverse user groups. A novel G2C e-Service co-design framework is constructed with mechanics for understanding the stakeholder requirements and providing them with an active role throughout the design process. This paper presents a co-design approach with tools and methods that supports wider user participation. The repertory grid technique is used to uncover design process constructs from a diverse group of stakeholder- service users, intermediaries (service interface) and service providers. These constructs are then used to extend the Double Diamond framework before operationalization using Business Process Modelling Notation (BPMN). The conclusions and contributions drawn from this research paper are expected to benefit researchers, by providing user centricity to eGovernment service design process, and practitioners, with a systematic framework for supporting the collaboration among stakeholders better design of G2C e-services.