Identifying design principles for proactive services through systematically understanding the reactivity-proactivity spectrum

Erlenheim, Regina; Draheim, Dirk; Taveter, Kuldar

doi:10.1145/3428502.3428572

Cited by 6 publications

(2 citation statements)

References 19 publications

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“…Recent work on proactivity and the no-stop shop deals with challenges and enablers and provides design recommendations for such implementations. When public organizations become proactive in their services, they should ask clients for information only once (onceonly principle [16], [17]), provide clients the opportunity to opt-out, be transparent about their data use and secure client data [18], [19]. Typical challenges and according actions that need to be undertaken to address these challenges are conducting required legal adaptions, adhering to privacy regulations and establishing inter-organizational cooperation and interoperability [20].…”

Section: No-stop Shopmentioning

confidence: 99%

A public value based method to select services for a no-stop shop implementation

Scholta¹,

Halsbenning²,

Becker³

2022

Proceedings of the Annual Hawaii International Conference on System Sciences

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Nowadays, public organizations become proactive in their service delivery such that they approach their clients and not vice versa. In the most advanced case, the no-stop shop, clients do not have to do anything to receive a public service. Public organizations offer many services and several of them could potentially be delivered through a no-stop shop. Therefore, public organizations need assistance in the decision which services they realize in a no-stop shop first. To address this issue, we present a method for the prioritization of public services for the implementation in a no-stop shop. The rationale of our method is that public organizations should prefer those services that are expected to provide the highest public value. We followed a design-oriented research approach and combined seminal works on nostop shop and public value. The method was evaluated through the application in a workshop at a municipality.

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Section: No-stop Shopmentioning

confidence: 99%

A public value based method to select services for a no-stop shop implementation

Scholta¹,

Halsbenning²,

Becker³

2022

Proceedings of the Annual Hawaii International Conference on System Sciences

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“…Recent advancements in government innovation have underlined the importance of addressing areas such as developing the capacities of government personnel, utilizing accessible data, collaborating with stakeholders, and establishing policies and processes that facilitate the innovation journey. There is a research gap in determining the optimal technique to design digital services and the critical components necessary to establish a proactive service from a public sector perspective (Erlenheim et al, 2020).…”

Section: Introductionmentioning

confidence: 99%

Innovation and Digital Transformation in UAE Public Services: Reactive to Proactive

Abdelmoteleb,

Nohuddin

2023

The European Proceedings of Social and Behavioural Sciences

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In this era, technology is constantly changing the world; governments must deliver efficient, accurate, innovative, and proactive services. Several case studies confirmed the importance of proactive and intuitive public services over reactive services. Machine learning, AI, IoT, and blockchain are expected to increase this importance in the fourth industrial revolution. Quality of life and wellbeing measurements are also helping governments design and deliver services that help people live better. Proactive and intuitive services focus on delivering services to customers before they ask for it, using available data from both the public and private sectors. On the other hand, traditional reactive services are provided by opening the door and waiting for the customer to come, ask, request, fill forms, submit documents, pay, and then provide the service. The Reactive-Proactive service delivery framework can help design, develop, and deliver services that improve people's wellbeing. The framework will also help visualize the service delivery maturity model. Case studies analysis and in-depth interviews analysis using text analytics were used to clarify and validate the framework's components. The results show that proactive service design requires other components such as ICT infrastructure, data, human capabilities, leadership vision, and supported policies. The Reactive-Intuitive Service Delivery Framework can also be used to mentor government entities on how to transform reactive services into intuitive cognitive services.

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The Role of Service Design in Increasing Regional Innovation in the Silver Economy

Erlenheim

Pappel

2022

Communications in Computer and Information Science

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Identifying design principles for proactive services through systematically understanding the reactivity-proactivity spectrum

Cited by 6 publications

References 19 publications

A public value based method to select services for a no-stop shop implementation

A public value based method to select services for a no-stop shop implementation

Innovation and Digital Transformation in UAE Public Services: Reactive to Proactive

The Role of Service Design in Increasing Regional Innovation in the Silver Economy

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