How do public administrations actually know what end users want and expect of their public services so as to set about satisfying their needs? An exhaustive European-wide survey of citizens’ real needs regarding services such as e-government, e-health and e-learning, goes a long way towards answering this question.
The IST-sponsored eUSER project behind the survey gathered vital data from 10 European countries on a wide range of topics. This included access technologies, use of Information and Communication Technologies (ICTs) equipment and the internet, the attitudes of end users towards technology in general and the internet in particular, and their interaction with providers of services of public interest in the areas of health, education and public administration.
The ultimate aim now is to use all this information as a resource database on user needs in relation to online public services and on user-oriented methods for meeting these needs. The project will use this resource base to actively support the IST programme and projects, EU policy and the wider European research community to better address user needs in the design and delivery of online public services.
Tara Morris | alfa
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