Enhancing Public e-Service Delivery: Recognizing and Meeting User Needs of Youngsters in Estonia

Abstract

The aim of this paper is to investigate the key characteristics that refrain Estonian youngsters from using public e-services and to study whether the level of engagement could be increased by redesigning the current e-service user experience. The technology acceptance model and its derivatives are used as background theoretical concept in combination with the design sprint tool for introducing an improved proactive and engaging e-service. We conduct an empirical study on the basis of interviews and a workshop with the target group. A prototype of an improved e-service is developed and the results of its validation are presented. The research outcomes point to the increasing importance of proactive delivery of public e-services. Moreover, we suggest to consider the benefits of implementing communication bridges between youngsters and governments via online channels.