Title: The user at the centre of the development of one-stop government

Authors: Pieter Verdegem, Laurence Hauttekeete

Addresses: Research Group for Media and ICT (MICT), Ghent University (UGENT), Interdisciplinary Institute for Broadband Technology (IBBT), Korte Meer 7/9/11, B-9000 Ghent, Belgium. ' Research Group for Media and ICT (MICT), Ghent University (UGENT), Interdisciplinary Institute for Broadband Technology (IBBT), Korte Meer 7/9/11, B-9000 Ghent, Belgium

Abstract: Policy makers initiated different e-government strategies which were supposed to be a perfect answer to a developing ICT environment and to create new channels through which government and citizens could interact. However, this approach has come under criticism. Recently, there is a paradigm shift towards new concepts such as ||user-centred e-government|| and ||multichannel government||. In our research we focus on the needs and expectations of citizens towards electronic public services. A successful implementation of one-stop government requires a threefold approach: profound understanding of preferences of different types of users towards different channels and different kinds of public services.

Keywords: user-centred e-government; multichannel government; user research; one-stop government; citizen needs; citizen expectations; new channels; digital television; iDTV; mobile applications; electronic government; ICT; electronic services; public services; e-services; m-services.

DOI: 10.1504/IJEG.2008.020449

International Journal of Electronic Governance, 2008 Vol.1 No.3, pp.258 - 274

Available online: 27 Sep 2008 *

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