EU study on User Expectations of a Life Events


An EU study on User expectations of a life events approach for designing eGovernment services (together with Deloitte in 2010).

This study combined, lead by Jo Steyaert,  a set of user experiments conducted in a laboratory setting with an online survey in three countries. The laboratory experiment was set up in order to identify the ways in which people approach a life event and how they navigate and use the available online sources to find appropriate solutions. Based on the findings four life event scenarios for future eGovernment services were developed which integrate different Web 2.0 tools. These scenario’s where tested in an online survey in three countries (N=3.000) in order to to investigate the reaction of users to these new types of services.

Full project description

The overall objective of the study is to investigate and document renewed ways of eGovernment service delivery grouped in what is called a “life events” approach covering different types of multichannel, integrated, bundled, personalised, pro-active delivery approaches.
This study provides a future vision of eGovernment service provision that is based on a life events approach, user expectations, key Web 2.0 enablers, and a service-oriented architecture paradigm. It investigates and documents the evolution of the life events approach in the context of Web 2.0 technologies, open government, and third party collaboration (Government 2.0).

The study explores a number of key enablers for a new approach, among which service oriented architecture, and provides recommendations for a roadmap towards a renewed life events approach for eGovernment services based on a Government 2.0 approach.

This renewed approach focuses particularly on new media, platforms and benefits for eGovernment services from the new features offered by the Web 2.0 concepts. These new eGovernment delivery approaches cover a number of concepts and investigate the possible use of social participation techniques (e.g. consultation, petitioning, support networks and community sites), and the use of collaborative production techniques (e.g. crowd-sourcing, expert tools, mass collaboration and joint production of services) that involve public, private or civic partners.
The study placed particular focus on cross-border services and developed four practical scenarios of future service delivery with third party involvement. These scenarios constitute mock-ups of services for the following life events: 1) Stolen valuables abroad, 2) Studying abroad, 3) Working abroad, and 4) Travel during a pandemic flu

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