Citizen and employee involvement in public service development through user-driven methods

This paper investigates the use of various user-driven methods in the development of public services. As an example, the paper presents a case where citizens and employees were brought together to identify development needs for remote-enabled public services. User-driven methods provided by a local Living Lab were used to solve the encountered challenges. The outcome of this study indicates that use of multiple methods ensures comprehensive and reliable results as well as deep insight of service usage, thereby resulting in usable, useful and desirable public service.