The Untapped Potential: The Inclusive, Personal and Co-created Public Service Experience in Europe

Meyerhoff Nielsen, Morten, "The Untapped Potential: The Inclusive, Personal and Co-created Public Service Experience in Europe" in Digitalization of Democratic Processes in Europe: Southern and Central Europe in Comparative Perspective ed. Musiał-Karg, Magdalena and Luengo, Óscar G. (Cham: Springer, 2021), 165-188.

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  • Author Meyerhoff Nielsen, Morten
    Book Editor Musiał-Karg, Magdalena
    Luengo, Óscar G.
    Chapter Title The Untapped Potential: The Inclusive, Personal and Co-created Public Service Experience in Europe
    Book Title Digitalization of Democratic Processes in Europe: Southern and Central Europe in Comparative Perspective
    Publication Date 2021-06
    Place of Publication Cham
    Publisher Springer
    Start page 165
    End page 188
    Language eng
    Abstract For a representative public sector serving society, personal and proactive service delivery remains a largely uptapped potential in Europe. Personalized service delivery has the potential of increasing the perceived quality and personal value of existing public services. If delivered proactively, it can increase the inclusiveness of service delivery as end-users no longer have to identify and request service entitlements. From an efficiency perspective, personalized and proactive services utilize the data and insights government entities already have, and can help reduce administrative burdens and increase productive by automating service production to a greater extend. To date, governments and the public sector have not yet changed the service delivery model facilitating a new personalized and proactive service model. While the enabling concepts of both service personalization, user-engagement and co-creation have long been known and the technology exist, the required regulatory and procedural changes have not materialized. It is, therefore up to the end users to demand more responsive, personalized and proactive service delivery in order to create more value for their taxes and more personal value. While legal barriers, privacy and security issues are often used as an excuse for the lack of personalized and proactive service delivery to citizens, this article highlights the key challenges in light of the current state of affairs and proposes a number of potential solutions to these—including for user-engagement in the re-design of existing services and the co-creation of new ones. This paper illustrates how the objective of increased online self-service can be underpinned by a changed approach to the reuse of existing government data, increasing efficiency and value creation through user-centric segmentation and the merger of relevant content, personal data and transactions.
    Keyword online service
    personal
    proactive
    engagement
    feedback loops
    usability
    co-creation
    Copyright Holder Springer
    Copyright Year 2021
    Copyright type All rights reserved
    ISBN 9783030718152
    DOI 10.1007/978-3-030-71815-2
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    Created: Tue, 22 Jun 2021, 22:05:24 JST by Mario Peixoto on behalf of UNU EGOV