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A GOOD PRACTICE GUIDE FOR GOVERNMENT ELECTRONIC SERVICE DELIVERY

ABSTRACT In this paper, I present a good practice guide that draws insights from user studies toimplement and evaluate user-centred design (UCD) in Government electronic servicedelivery (ESD). This guide could become a practical aid to implementation because itconnects user studies and design. At least as important are ways that help designersunderstand the perspectives of citizens. And lastly, I explore ways of evaluating UCDso that it is seen as valuable in the context of government. In the first part of the paper, I focus on user-centred design in Government ESD inAustralia within an international perspective. I examine audit reports and best practiceguides of Government ESD in Australia. Though UCD is now a stated aim and givenpriority, little attention is paid to helping government officials dealing with ESD tomake the shift to the users’ perspective. This shift goes beyond the principles of siteusability. It means starting from the user and his or her activities within their socialand cultural context – rather than policy and what the department can offer. In thesecond part of the paper, I focus on a qualitative study of users of Government ESD inAustralia. The study shows that users want services that are focused on activities.They want services that are easy to use. They want services that are secure and trustedand services that are responsive. Users also expect a choice of channels so that ESDcan fit in with existing ways of accessing information and services. In the third part of the paper, I move from the sociological understandings of users ofGovernment ESD to suggest actions that can be taken by designers of GovernmentESD, to make the services more user-focused. I outline the importance of personasand scenarios to tell a story about users. These stories which draw on user studiesbecome important design tools for government ESD for they help place the insights ofuser studies, succinctly before the designers. The second aid to changing perspectiveis to work out ways for designers to become reflective about their own use. The concluding part of the paper converts knowledge about users’ needs to evaluationcriteria for user-centred design of government ESD. These performance criteria willhelp make user-centred design a central part of Government ESD.