Exploring User Participation Practice in Public E‑Service Development – Why, How and in Whose Interest?

Abstract

User participation is seen as an important enabler for successful public e‑service development. However, at the same time development of public e‑services is still often characterised by an internal government perspective with little consideration for external users’ perspectives. This paper challenges the overly positive attitude that is surrounding user participation in e‑government research. The paper aims to illustrate and problematize various aspects that influence why, how, and in whose interest user participation is conducted in public e‑service development. First, via a literature review, we identify a set of dimensions for critically exploring how, why, and in whose interest user participation is conducted in public e‑service development projects. Second, we use these dimensions in order to characterise and analyse three empirical public e‑service development cases in order to test the utility, usefulness, and feasibility of the identified dimensions. Our findings highlight the importance of questioning and elaborating on the motives behind user participation (the why) in public e‑service development. We also identify two basic forms of how user participation is addressed in public e‑service development projects: 1) veneered participation, and 2) ad‑hoc participation. Furthermore, we argue that any decisions made regarding user participation in public e‑service development should be based on conscious and informed choices concerning why user participation is needed and what it may bring for different stakeholders and their interests.