User involvement in e-government development projects

Abstract

The deployment of Human Computer Interaction (HCI) methods and processes in e-Government development projects requires knowledge of how user involvement is actually conducted in these projects today. In order to generate such knowledge, an interview survey of Norwegian e-Government project leaders has been conducted. It was found that user involvement is regarded as important by e-Government project leaders, but actual user involvement is often conducted according to the participation practice of industrial democracy rather than the processes and methods advocated within the traditions of HCI. The most frequently deployed user involvement activity is user representation in project terms. Users employed by the government units responsible for the project are more often involved in the development process, and in earlier project phases. The majority of the e-Government projects did not include activities to ensure Universal Design. Studies published by the Organization for Economic Cooperation and Development (OECD) and the British Government indicate that the results of the present investigation may be generalized to other European countries. It is concluded that the current practice of e-Government development will benefit on the systematic introduction of HCI methods. Further work should focus on the integration of HCI methods with the user involvement practice of industrial democracy.

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