portnl: an integrated service case nalini p. kotamraju, ph.d. 9 februari 2010
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PortNL Web Site Case• PortNL case in the broader B-dossier project
• B-dossier
• Integrated, personalized service delivery or “one-stop government”
• Multi-year research and development project (2006–9)
• ”B-dossier” = metaphor for a “file” that users share with officials, employers, and other relevant people or institutions
PortNL Case
• Attempt to provide integrated services around a life event
• Life event = relocating, often temporarily, to the Netherlands to live and work (“expats” or expatriates)
• Attempted to integrate government, commercial partners (e.g., real estate agencies), and NGOs (e.g., groups for expats)
PortNL & User-centered Design
• User-centered design (UCD) implemented throughout the process
- Pre-design interviews
- Regular interaction between software engineers, designers, and user researchers
- Usability studies
PortNL Case• Research uncovered several challenges in
implementing UCD that are particular to e-Government
• Two challenges
1. Users and governments have different mental models of the tasks to be accomplished
2. Governments, unlike commercial entities, need to design for exceptions
Challenge 1: Differing Views of Task1. Mismatch between what governments and
users see as the task to be accomplished (i.e., the services/information they want)
2. Government agencies views tasks/processes related to services and information as their responsibility
3. Users see a complex, intertwined highly dependent process.
2.Challenge: Designing for Exceptions• A common rule of UCD = “Do not design for
exceptions”
- Designing for exceptions is inefficient, not cost-effective and problematic
• But governments need to design for exceptions!
2.Challenge: Designing for Exceptions
Users want to know: Government want to know (among other things) your reason for wanting a visa:
Do I need a visa? Adoption or foster childSingle parent with a childAsylumAu pairVisiting relativesMarriage or relationshipsHighly skilled migrantsChild with parent(s)Medical groundsStudyExchangeHolidayReadmissionWorking on a self-employed basisWorking as an employeeScientific researcherOrientation year highly educated persons
2.Challenge: Designing for Exceptions• Governments, unlike commercial entities,
are required to:
1. Provide a vast amount of complete information and services
2. Provide information and services to an entire, diverse (in many ways) audience
3. Enforce regulations, even when they compromise user-centricity (e.g., apostille)
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