Knowledge Base Repository
In addition to research papers, the Design Society is developing several valuable resources for those interested in the study of design. These include a repository of PhD theses, a library of case studies and transcripts of design activities, and an archive of our newsletters. Please note that these resources are accessible exclusively to Design Society members.
Service Design in Digitization of Governmental Service
Sangolt, Martin Skarbř; Keitsch, Martina
Type:
Year:
2016
Editor:
Boks, Casper; Sigurjonsson, Johannes; Steinert, Martin; Vis, Carlijn; Wulvik, Andreas
Author:
Series:
NordDESIGN
Institution:
NTNU, Norway
Section:
Service design
Page(s):
012-021
ISBN:
978-1-904670-80-3
Abstract:
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:
