Citizen Centred e-Government: an HCI approach

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Citizen Centred e-Governmentan HCI approach

• Leonardo Sandoval

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A meme introduction to e-government

• Delivery of government information and services
  to citizens through the Internet(UNDESA, 2001
  West, 2003)

• Example e-FOIA system (US)
• 1 citizen request
• 29 Agencies
• 285 Offices
• 285 Websites!!!
• All with different forms!!!

• Bureaucratic paradigm(Ho, 2002)
• Low adoption after 20 years (OECD, 2009
  Verdegem et al., 2010 Eurostat, 2014 Wang,
  2014)

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Citizen Centred Approach

• Promoted by International Organisations since
  last decade(OECD, 2005, 2009 UNDESA, 2012
  European Commission, 2013)
• Focuses on integration and rationalisation of
  e-services
• Flagship initiative One Stop Portals (e.g.
  GOV.UK)

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How User Centred areCitizen Centred Services?

• Gap few references to HCI in the e-government
  literature(Van den Haak et al., 2009 Sørum et
  al., 2012 de Róiste, 2013)
• Citizen centred solutions may still miss user
  needs
• Pilot study
• 4 tasks on 2 One Stop Portals (Canada UK)
• 16 Citizens 3 HCI Experts
• 3 HCI Methods (CVP, CHE, AI)
• Results
• Usability problems Canada.Ca 43 GOV.UK 69
• UCDE 10 heuristics violated according to
  experts
• UX Aesthetics did not affect perception of
  usability
• Perception of usability was related to objective
  usability measures (number and severity of
  problems)

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My research

• Understand the role of interaction in egov UX
• Focus on different
• Types of users
• e-gov areas and technologies
• HCI methods
• Aims
• Increase the body of knowledge on e-government
• Integrate HCI approaches in e-government
  evaluation
• Develop a method for comparative studies on
  citizen centricity

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Thanks
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References

• de Róiste, M. (2013). Bringing in the users The
  role for usability evaluation in eGovernment.
  Government Information Quarterly, 30(4), 441-449.
• Eurostat. (2014). Individuals using the Internet
  for interacting with public authorities.
  Online. Available at http//appsso.eurostat.ec.
  europa.eu/nui/show.do?datasetisoc_bde15eilangen
  Accessed 31 August 2014
• Ho, A. (2002). Reinventing Local Governments and
  the E-Government Initiative. Public
  Administration Review, 62(4), 434444.
• OECD. (2005). E-government for Better
  Government. Organisation for Economic
  Co-operation and Development, Public Management
  Service (OECD). Paris, France OECD Publishing.
• OECD. (2009). Rethinking e-government services
  (user-centred approaches). Organisation for
  Economic Co-operation and Development, Public
  Management Service (OECD). Paris, France OECD
  Publishing.
• Sørum, H., Andersen, K. N., Vatrapu, R.
  (2012). Public websites and humancomputer
  interaction an empirical study of measurement of
  website quality and user satisfaction. Behaviour
  Information Technology, 31(7), 697706.
• UNDESA. (2001). Benchmarking E-government A
  Global Perspective? Assessing the Progress of
  the UN Member States. New York, NY, USA UN
  Department of Economic and Social Affairs (UNDESA)

• UNDESA. (2012). United Nations Global
  E-government Survey 2012 E-Government for the
  People. New York, NY, USA UN Department of
  Economic and Social Affairs (UNDESA).
• UNDESA. (2014). United Nations Global
  E-government Survey 2014 E-Government for the
  Future We Want. New York, NY, USA UN Department
  of Economic and Social Affairs (UNDESA).
• van den Haak, M. J., de Jong, M. D.,
  Schellens, P. J. (2009). Evaluating municipal
  websites A methodological comparison of three
  think-aloud variants. Government Information
  Quarterly, 26(1), 193-202.
• Verdegem, P., Stragier, J., Verleye, G.
  (2010). Measuring for Knowledge A Data-Driven
  Research Approach for eGovernment. Electronic
  Journal of E-Government, 8(2), 227236.
• Wang, F. (2014). Explaining the low utilization
  of government websites Using a grounded theory
  approach. Government Information Quarterly 31,
  610-621.
• West, D. M. (2003). Global E-Government, 2003.
  (Centre for Public Policy Brown University, Ed.).
  United States. Princeton University Press.