16 August 2006

Turbo-charging e-government

Be the first to share

Turbo-charging e-government
It’s been 12 years since the U.S. government went online, writes Robert D. Atkinson in Public CIO Magazine. The first stage of e-government meant a passive presence on the Web based on information, but not citizen interaction. The public sector evolved to the second stage: developing web applications that allowed individuals to interact with government, such as paying parking tickets and renewing drivers’ licenses.

But most governments have been slow to move to the third stage of e-government — creating functionally oriented, citizen-centered Web presences by breaking down bureaucratic barriers. Too often, existing e-government applications are user-unfriendly, designed around agencies’ needs rather than citizens’.

Some in government have pushed hard to get to stage three, but all too often, they’ve faced stiff resistance. By their very nature, governments have a hard time building applications that link together multiple agencies and programs, and an even harder time linking applications that cut across levels of government.

Few agencies see their job as helping users solve problems or access information, including information from other related agencies, other levels of government and even private-sector players. Rather, the default attitude is to present only their agency’s information and applications. As a result, it doesn’t appear that governments acting alone will any time soon make the kinds of fundamental changes needed to bring about true citizen-centered e-government.

Government and the private sector have already engaged in successful partnerships in numerous areas. One of the most widely used is tax preparation and filing. […]

It’s time to build on this model by empowering for-profit and nonprofit organizations to help citizens and businesses interact electronically with government, particularly in areas that are inherently complex or involve cross-agency and cross-government functions.

To do this, governments must think of themselves less as direct providers of e-government services and more as enablers of third-party integrators that tie together multiple agencies across multiple levels of government to package information, forms, regulations, and other government services and requirements in user-friendly ways.

Moving to this model has the potential to dramatically boost the uptake of digital government services, cut costs for both government and users, and make the experience of dealing with government less frustrating. Intermediaries can play a key role in two kinds of tasks: building and operating function-based portals, and creating digital integration tools.

Read full story

Be the first to share
29 September 2015
[Experientia book] Ethnography on elderly health and wellness
As we age, we increasingly depend on public services and the community for support. Well-designed public services can greatly affect the lives of the elderly and their experiences of healthcare. Experientia collaborated with DesignSingapore Council …
27 September 2015
Privacy is UX
UX strategist and researcher Alex Schmidt argues that in a world full of security breaches, snooping, and third-party data aggregators, you should know where your users’ data goes. In this article, she explains why it’s …
24 September 2015
[Free eBook] Understanding the Connected Home
Understanding the Connected Home: Thoughts on living in tomorrow's connected home By Peter Bihr and Michelle Thorne Berlin, September 2015 Available on GitBook We know that connectivity increasingly makes its way into our living rooms, kitchens and bedrooms. Into …
5 September 2015
Gallup: quantitative customer experience metrics aren’t enough
Over the past decade, Gallup has observed a growing arms race among brands to implement bigger and better customer experience platforms. These systems -- also called customer experience platforms, customer experience management or CEX management …
5 September 2015
Ezio Manzini talk at the RSA (London)
Excerpt (above) - full replay Abstract H​ow do we nurture conditions in which a diffuse creativity can flourish and evolve through collaborative organisations and, in so doing, realise meaningful steps towards a more resilient and sustainable …
5 September 2015
Prototypes capturing new user experiences for bicycles
Back in May 2015, the Urban Futures team of the Future Cities Catapult (based in London, UK) completed a design research project around cycling. This short project uses film to sketch out some possibilities of …
2 September 2015
What do people really do at airports?
A few days ago researcher Ben Kraal gave a talk at UX Australia 2015 describing four years of research done by him and his colleagues on what people do in airports and what airport …
15 August 2015
Innovation labs as public change agents
Jesper Christiansen and Runa Sabroe of the Danish human-centred internal governmental body MindLab ask how to increase the effectiveness and legitimacy of public sector interventions – both by creating the actual outcomes that are politically …

We are an international experience design consultancy helping companies and organisations to innovate their products, services and processes by putting people and their experiences first.

29 September 2015
[Experientia book] Ethnography on elderly health and wellness

As we age, we increasingly depend on public services and the community for support. Well-designed public services can greatly affect the lives of the elderly and their experiences of healthcare. Experientia collaborated with DesignSingapore Council on understanding how the elderly interact with public services and how we can look towards improving their lives with design. […]

2 July 2015
Getting citizens involved in protecting fragile energy environments

A new project funded under the FP7 European Commission framework is getting citizens involved in testing new tools for reducing energy consumption during peak loads, in the hope that its pilot program will set the new state of the art for protecting locations with fragile electricity supplies. One of France’s most fragile regions The Provence-Alpes-Côte […]

5 May 2015
Experientia designer Dohun YuLuck Jang 유록 in Design 4 Disaster

Design 4 Disaster features an engaging illustrated safety manual for ship passengers, a personal project by Experientia designer Dohun YuLuck Jang 유록. After the Korean ferry accident last year, Yuluck (who is Korean) wanted to find a way to make safety manuals more interesting to read. He spent one year designing an interactive safety guide […]

16 March 2015
Better Health and Wellbeing: Giving the elderly in Singapore sparkling golden years

Invitation: sharing session, Singapore, 30 March 2015   What are the hopes and fears of the elderly in Singapore? How can designers offer solutions that support the elderly in managing their health and wellness? What can healthcare professionals do to help them keep active? What role can technology play in the elderly’s daily lives? Design consultants […]

1 January 2015
Happy Playful New Year
21 December 2014
Experientia’s Twitter feed live

Experientia has now its own Twitter feed. Four months of Putting People First posts and other links have already been uploaded. If you followed Experientia on Twitter through the feed of its CEO, Mark Vanderbeeken, make sure to now also follow the company (but don’t unfollow Mark, who will keep on tweeting away). And while […]

See all articles