The importance of public service delivery for improving the relationship between governments and their citizens has been recently recognized as a major challenge for e-Government research. In this paper, we propose a new reference model and an associated governance methodology where citizens' opinions directly impact the service delivery decision-making process. Our proposal supports iterative development of public services; starting from abstract citizen needs, and subsequently aligning them with the strategy of public bodies, laws and regulations through a stepwise process of reconciliation and refinement until they can be modeled, simulated, and evaluated. © 2011 Springer-Verlag.
CITATION STYLE
Taher, Y., Van Den Heuvel, W. J., Koussouris, S., & Georgousopoulos, C. (2011). Empowering citizens in public service design and delivery: A reference model and methodology. In Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics) (Vol. 6569 LNCS, pp. 129–136). https://doi.org/10.1007/978-3-642-22760-8_14
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