Service Design in Digitization of Governmental Service

DS 85-1: Proceedings of NordDesign 2016, Volume 1, Trondheim, Norway, 10th - 12th August 2016

Year: 2016
Editor: Boks, Casper; Sigurjonsson, Johannes; Steinert, Martin; Vis, Carlijn; Wulvik, Andreas
Author: Sangolt, Martin Skarbř; Keitsch, Martina
Series: NordDESIGN
Institution: NTNU, Norway
Section: Service design
Page(s): 012-021
ISBN: 978-1-904670-80-3


Digitization of governmental systems and services do still not seize the opportunities that e-governance offer. The transformation is often fragmented and the digital services seldom integrate the government horizontally and vertically. This paper discusses how governments can benefit from a holistic approach to digitization of services. The paper explores the possibility of exploiting service design and user-centric approaches, when innovating government-to-citizen and government-to-business services. Findings shed light on problems that are unique for the digital transformation of governmental services. With a case from a Norwegian governmental agency, the paper shows when and why service design can be implemented in digitization of government.

Keywords: Electronic governance, Electronic services, Digitization, Service design, Norway


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