Quo vadis, Civis? Development of a citizen journey for a demand-oriented service design in the public sector

Basic data for this project

Type of project: Individual project
Duration: 01/05/2019 - 31/12/2019

Description

Up to now, the public sector has taken a supply-oriented approach to the design of electronic services for citizens. Companies in the private sector, on the other hand, have been relying on demand-oriented service design for years. So-called 'customer journeys', which focus on improving the service experience of customers, are used to better understand the perception of services by customers and to tailor the use of online services to that perception. Especially against the background of the stagnating e-government usage rates in Germany, the necessity for a user-oriented design of public services is tremendous. In this project, we therefore examine the applicability of customer journeys to the public sector and develop a so-called e-Government Citizen Journey, which we evaluate for its applicability in practice.

Keywords: citizen journey; electronic services; e-government; public administration; digitalization