{ "ok": true, "doi": "10.46243/jst.2021.v6.i06.pp206-216", "events": [ { "seq": 1, "kind": "register", "at": "2026-09-29 22:00:37", "by": "Administrator (admin)", "by_kind": "user", "note": "registered at Crossref; record read from api.crossref.org", "changes": [ { "path": "abstract.lang", "from": null, "to": "en" }, { "path": "abstract.value", "from": null, "to": "Throughout the last decade, user involvement in e-Government service design has been virtually non- existent. Over time, e-Government experts began to realize that these services would benefit from a citizen- centric requirements engineering approach which has led to a demand for such an approach for this particular field. This article presents a citizen-centric approach towards user requirements engineering for eGovernment services. It utilizes interviews and citizen walkthroughs of low-fidelity prototypes. A case study of a social support portal illustrates the approach and shows the need for repeated citizen inquiry, as the implementation of user requirements in low-fidelity prototype design is not always accepted by prospective end-users." }, { "path": "agents.0.name.family", "from": null, "to": "P. Kowmudi" }, { "path": "agents.0.name.given", "from": null, "to": "" }, { "path": "agents.0.role", "from": null, "to": "author" }, { "path": "agents.0.sequence", "from": null, "to": "first" }, { "path": "agents.1.name.family", "from": null, "to": "B Swetha" }, { "path": "agents.1.name.given", "from": null, "to": "" }, { "path": "agents.1.role", "from": null, "to": "author" }, { "path": "agents.1.sequence", "from": null, "to": "additional" }, { "path": "agents.2.name.family", "from": null, "to": "B Narasimha Rao" }, { "path": "agents.2.name.given", "from": null, "to": "" }, { "path": "agents.2.role", "from": null, "to": "author" }, { "path": "agents.2.sequence", "from": null, "to": "additional" }, { "path": "agents.3.name.org", "from": null, "to": "Longman Publishers" }, { "path": "agents.3.role", "from": null, "to": "publisher" }, { "path": "characters.0", "from": null, "to": "Language" }, { "path": "container.identifiers.0.medium", "from": null, "to": "electronic" }, { "path": "container.identifiers.0.type", "from": null, "to": "ISSN" }, { "path": "container.identifiers.0.value", "from": null, "to": "2456-5660" }, { "path": "container.issue", "from": null, "to": "06" }, { "path": "container.pages.first", "from": null, "to": "206" }, { "path": "container.pages.last", "from": null, "to": "216" }, { "path": "container.titles.0.type", "from": null, "to": "PrincipalTitle" }, { "path": "container.titles.0.value", "from": null, "to": "Journal of Science & Technology" }, { "path": "container.type", "from": null, "to": "Journal" }, { "path": "container.volume", "from": null, "to": "06" }, { "path": "dates.date_type", "from": null, "to": "PublicationDate" }, { "path": "dates.online", "from": null, "to": "2021-12-29" }, { "path": "dates.published", "from": null, "to": "2021-12-29" }, { "path": "doi", "from": null, "to": "10.46243/jst.2021.v6.i06.pp206-216" }, { "path": "format", "from": null, "to": "smartscholars-doi-metadata/1.0" }, { "path": "identifiers.0.type", "from": null, "to": "DOI" }, { "path": "identifiers.0.value", "from": null, "to": "10.46243/jst.2021.v6.i06.pp206-216" }, { "path": "language", "from": null, "to": "en" }, { "path": "license.applies_to", "from": null, "to": "vor" }, { "path": "license.start", "from": null, "to": "2021-12-29" }, { "path": "license.url", "from": null, "to": "https://creativecommons.org/licenses/by/4.0/" }, { "path": "links.0.primary", "from": null, "to": true }, { "path": "links.0.return_type", "from": null, "to": "text/html" }, { "path": "links.0.url", "from": null, "to": "https://www.jst.org.in/index.php/pub/article/view/558" }, { "path": "links.1.purpose", "from": null, "to": "text-mining" }, { "path": "links.1.return_type", "from": null, "to": "application/pdf" }, { "path": "links.1.url", "from": null, "to": "https://www.jst.org.in/index.php/pub/article/download/558/499" }, { "path": "links.2.purpose", "from": null, "to": "text-mining" }, { "path": "links.2.return_type", "from": null, "to": "application/xml" }, { "path": "links.2.url", "from": null, "to": "https://www.jst.org.in/index.php/pub/article/download/558/2531" }, { "path": "links.3.purpose", "from": null, "to": "similarity-checking" }, { "path": "links.3.url", "from": null, "to": "https://www.jst.org.in/index.php/pub/article/view/558/499" }, { "path": "modes.0", "from": null, "to": "Visual" }, { "path": "record.issue_number", "from": null, "to": 1 }, { "path": "record.registered", "from": null, "to": "2026-09-08" }, { "path": "record.registrant", "from": null, "to": "Longman Publishers" }, { "path": "record.source", "from": null, "to": "crossref-api" }, { "path": "record.source_agency", "from": null, "to": "Crossref (member 25296)" }, { "path": "record.updated", "from": null, "to": "2026-09-20" }, { "path": "references.0.key", "from": null, "to": "ref1" }, { "path": "references.0.unstructured", "from": null, "to": "Algemene, Rekenkamer (2007). Lessen uit ICT-projecten bij de overheid. Deel A [Lessons from governmental ICT-projects. Part A]. Retrieved 7 January 2009 from http://www.rekenkamer.nl/9282000/d/p425_rapport1.pdf" }, { "path": "references.1.doi", "from": null, "to": "10.4018/978-1-59904-246-6.ch012" }, { "path": "references.1.key", "from": null, "to": "ref2" }, { "path": "references.1.unstructured", "from": null, "to": "Alpert, S. R., & Vergo, J. G. (2007). User-centered evaluation of personalized web sites: What's unique? In P. Zaphiris, & S. Kurniawan (Eds.), Human computer interaction. Research in web design and evaluation (pp. 257−272). Hershey: Idea group publishing" }, { "path": "references.10.doi", "from": null, "to": "10.1145/3166.3170" }, { "path": "references.10.key", "from": null, "to": "ref11" }, { "path": "references.10.unstructured", "from": null, "to": "Gould, J. D., & Lewis, C. (1985). Designing for usability: Key principles and what designers think. Communications of the ACM, 28(3), 300−311" }, { "path": "references.11.doi", "from": null, "to": "10.1109/ipcc.2000.887259" }, { "path": "references.11.key", "from": null, "to": "ref12" }, { "path": "references.11.unstructured", "from": null, "to": "Grady, H. M. (2000). Web site design: A case study in usability testing using paper prototypes. Paper presented at the IEEE Professional Communication Conference, Cambridge, USA" }, { "path": "references.12.doi", "from": null, "to": "10.1177/1094670504266138" }, { "path": "references.12.key", "from": null, "to": "ref13" }, { "path": "references.12.unstructured", "from": null, "to": "Gremler, D. D. (2004). The critical incident technique in service research. Journal of service research, 7(1), 65−89" }, { "path": "references.13.key", "from": null, "to": "ref14" }, { "path": "references.13.unstructured", "from": null, "to": "Haraldsen, M., Stray, T. D., Päivärinta, T., & Sein, M. K. (2004). Developing e-Government portals: From life-events through genres to requirements. Paper presented at the 11th Norwegian Conference on Information Systems, Stavanger, Norway" }, { "path": "references.14.doi", "from": null, "to": "10.1207/s15327590ijhc1304_05" }, { "path": "references.14.key", "from": null, "to": "ref15" }, { "path": "references.14.unstructured", "from": null, "to": "Hertzum, M., & Jacobsen, N. E. (2001). The evaluator effect: A chilling fact about usability evaluation methods. International Journal of Human–Computer Interaction, 13(4), 421−443" }, { "path": "references.15.doi", "from": null, "to": "10.1080/07421222.2000.11045650" }, { "path": "references.15.key", "from": null, "to": "ref16" }, { "path": "references.15.unstructured", "from": null, "to": "Irani, Z., & Love, P. E. D. (2001). The propagation of technology management taxonomies for evaluating investments in information systems. Journal of management information systems, 17(3), 161−177" }, { "path": "references.16.doi", "from": null, "to": "10.1111/j.1365-2575.2005.00186.x" }, { "path": "references.16.key", "from": null, "to": "ref17" }, { "path": "references.16.unstructured", "from": null, "to": "Irani, Z., Love, P. E. D., Elliman, T., Jones, S., & Themistocleous, M. (2005). Evaluating e-Government: Learning from the experiences of two UK local authorities. Information Systems Journal, 15(1), 61−82" }, { "path": "references.17.doi", "from": null, "to": "10.1201/9781410615862.ch22" }, { "path": "references.17.key", "from": null, "to": "ref18" }, { "path": "references.17.unstructured", "from": null, "to": "Jameson, A. (2007). Adaptive interfaces and agents. In J. A. Jacko, & A. Sears (Eds.), Human–computer interaction handbook (pp. 433−458). 2nd ed. Mahwah: Erlbaum" }, { "path": "references.18.key", "from": null, "to": "ref19" }, { "path": "references.18.unstructured", "from": null, "to": "Jokela, T. (2001). Assessment of user-centred design processes as a basis for improvement action. : University of Oulu, Oulu" }, { "path": "references.19.doi", "from": null, "to": "10.1016/b978-012095811-5/50004-3" }, { "path": "references.19.key", "from": null, "to": "ref20" }, { "path": "references.19.unstructured", "from": null, "to": "Karat, C. (1994). A business case approach to usability cost justification. In R. G. Bias, & D. J. Mayhew (Eds.), Cost-justifying usability (pp. 45−70). New York: Morgan Kaufmann" }, { "path": "references.2.doi", "from": null, "to": "10.1111/1467-6486.00260" }, { "path": "references.2.key", "from": null, "to": "ref3" }, { "path": "references.2.unstructured", "from": null, "to": "Ambrosini, V., & Bowman, C. (2001). Tacit knowledge: Some suggestions for operationalization. Journal of management studies, 38(6), 811−829" }, { "path": "references.20.doi", "from": null, "to": "10.1197/jamia.m0822" }, { "path": "references.20.key", "from": null, "to": "ref21" }, { "path": "references.20.unstructured", "from": null, "to": "Kinzie, M. B., Cohn, W. F., Julian, M. F., & Knaus, W. A. (2002). A user-centered model for web site design: Needs assessment, user interface design, and rapid prototyping. Journal of the American medical informatics association, 9(4), 320−330" }, { "path": "references.21.doi", "from": null, "to": "10.1007/11823100_15" }, { "path": "references.21.key", "from": null, "to": "ref22" }, { "path": "references.21.unstructured", "from": null, "to": "Klaassen, R., Karreman, J., & Van der Geest, T. (2006). Designing government portal navigation around citizens' needs. In M. A. Wimmer, H. J. Scholl, A. Grönlund, & K. V. Andersen (Eds.), EGOV 2006, LNCS, vol. 4084 (pp. 162−173). Heidelberg: Springer" }, { "path": "references.22.doi", "from": null, "to": "10.1007/978-3-540-46138-8_19" }, { "path": "references.22.key", "from": null, "to": "ref23" }, { "path": "references.22.unstructured", "from": null, "to": "Krenner, J. (2002). Reflections on the requirements gathering in an one-stop government project. In R. Traunmüller, & K. Lenk (Eds.), EGOV 2002, LNCS, vol. 2456 (pp. 124−128). Heidelberg: Springer" }, { "path": "references.23.doi", "from": null, "to": "10.1080/01449290301782" }, { "path": "references.23.key", "from": null, "to": "ref24" }, { "path": "references.23.unstructured", "from": null, "to": "Kujala, S. (2003). User involvement: A review of the benefits and challenges. Behaviour and information technology, 22(1), 1−16" }, { "path": "references.24.key", "from": null, "to": "ref25" }, { "path": "references.24.unstructured", "from": null, "to": "Lauesen, S. (2002). Software requirements. Styles and techniques. London: Addison-Wesley" }, { "path": "references.25.doi", "from": null, "to": "10.1007/978-3-540-73283-9_101" }, { "path": "references.25.key", "from": null, "to": "ref26" }, { "path": "references.25.unstructured", "from": null, "to": "Lines, L., Ikechi, O., & Hone, K. S. (2007). Accessing e-Government services: Design requirements for the older user. In C. Stephanidis (Ed.), Universal access in HCI, LNCS, vol. 4556 (pp. 932−940). Heidelberg: Springer" }, { "path": "references.26.doi", "from": null, "to": "10.1006/ijhc.2001.0503" }, { "path": "references.26.key", "from": null, "to": "ref27" }, { "path": "references.26.unstructured", "from": null, "to": "Maguire, M. (2001). Methods to support human-centred design. International Journal of Human–Computer studies, 55(4), 587−634" }, { "path": "references.27.doi", "from": null, "to": "10.1145/1047671.1047677" }, { "path": "references.27.key", "from": null, "to": "ref28" }, { "path": "references.27.unstructured", "from": null, "to": "Mao, J., Vredenburg, K., Smith, P. W., & Carey, T. (2005). The state of user-centered design practice. Communications of the ACM, 48(3), 105−109" }, { "path": "references.28.doi", "from": null, "to": "10.1201/9781003064138" }, { "path": "references.28.key", "from": null, "to": "ref29" }, { "path": "references.28.unstructured", "from": null, "to": "McGraw, K. L., & Harbison, K. (1997). User-centered requirements: The scenario-based engineering process. Mahwah: Lawrence Erlbaum Associates" }, { "path": "references.29.doi", "from": null, "to": "10.2139/ssrn.1432508" }, { "path": "references.29.key", "from": null, "to": "ref30" }, { "path": "references.29.unstructured", "from": null, "to": "Oostveen, A., & Van de besselaar, P. (2004). From small scale to large scale user participation: A case study of participatory design in e-Government systems. Paper presented at the Participatory Design Conference, Toronto, Canada" }, { "path": "references.3.doi", "from": null, "to": "10.1177/0894439303259876" }, { "path": "references.3.key", "from": null, "to": "ref4" }, { "path": "references.3.unstructured", "from": null, "to": "Becker, S. A. (2004). e-Government visual accessibility for older adult users. Social science computer review, 22(1), 11−23. Benchmark perzonalization of governmental eServices for citizens [electronic version] 2008. Report published by The Centre of Expertise, The Hague, The Netherlands, 2008. Retrieved 7 January 2009 from http://www.e-overheid.nl/e-overheid-2.0/ live/binaries/pip/bestanden/benchmark-report—definitief_4aug.pdf" }, { "path": "references.30.doi", "from": null, "to": "10.1177/10928102005003006" }, { "path": "references.30.key", "from": null, "to": "ref31" }, { "path": "references.30.unstructured", "from": null, "to": "Patton, M. Q. (2002). Qualitative research and evaluation methods (3rd ed.). Thousand Oaks: Sage Publications" }, { "path": "references.31.doi", "from": null, "to": "10.1016/j.giq.2005.12.001" }, { "path": "references.31.key", "from": null, "to": "ref32" }, { "path": "references.31.unstructured", "from": null, "to": "Pieterson, W., Ebbers, W., & Van Dijk, J. (2007). Personalization in the public sector. An inventory of organizational and user obstacles towards personalization of electronic services in the public sector. Government Information Quarterly, 24(1), 148−164" }, { "path": "references.32.key", "from": null, "to": "ref33" }, { "path": "references.32.unstructured", "from": null, "to": "Robertson, S., & Robertson, J. (2006). Mastering the requirements process (2nd ed.). New York: Addison-Wesley" }, { "path": "references.33.doi", "from": null, "to": "10.1145/223500.223514" }, { "path": "references.33.key", "from": null, "to": "ref34" }, { "path": "references.33.unstructured", "from": null, "to": "Rudd, J., Stern, K., & Isensee, S. (1996). Low vs. high-fidelity prototyping debate. Interactions, 3(1), 76−85" }, { "path": "references.34.doi", "from": null, "to": "10.1016/s0950-5849(99)00101-9" }, { "path": "references.34.key", "from": null, "to": "ref35" }, { "path": "references.34.unstructured", "from": null, "to": "Saiedian, H., & Dale, R. (2000). Requirements engineering: Making the connection between the software developer and customer. Information and Software Technology, 42(6), 419−428" }, { "path": "references.35.doi", "from": null, "to": "10.1007/978-3-540-73331-7_18" }, { "path": "references.35.key", "from": null, "to": "ref36" }, { "path": "references.35.unstructured", "from": null, "to": "Sandberg, K. W., & Pan, Y. (2007). The role of human factors in design and implementation of electronic public information systems. In D. Harris (Ed.), Engineering psychology and cognitive ergonomics, HCII (pp. 164−173). Berlin Heidelberg: Springer-Verlag" }, { "path": "references.36.key", "from": null, "to": "ref37" }, { "path": "references.36.unstructured", "from": null, "to": "Snyder, C. (2003). Paper prototyping. San Francisco: Morgan Kaufmann publishers" }, { "path": "references.37.doi", "from": null, "to": "10.1007/978-3-540-73354-6_85" }, { "path": "references.37.key", "from": null, "to": "ref38" }, { "path": "references.37.unstructured", "from": null, "to": "Soufi, B., & Maguire, M. (2007). Achieving Usability within e-Government web sites illustrated by a case study evaluation. In M. J. Smith, & G. Salvendy (Eds.), Human interface, part II, HCII 2007, LNCS, vol. 4558 (pp. 777−784). Berlin Heidelberg: Springer-Verlag" }, { "path": "references.38.doi", "from": null, "to": "10.1007/bf01236426" }, { "path": "references.38.key", "from": null, "to": "ref39" }, { "path": "references.38.unstructured", "from": null, "to": "Sutcliffe, A. (1996). A conceptual framework for requirements engineering. Requirements engineering, 1(3), 170−189" }, { "path": "references.39.doi", "from": null, "to": "10.1109/isre.1997.566843" }, { "path": "references.39.key", "from": null, "to": "ref40" }, { "path": "references.39.unstructured", "from": null, "to": "Sutcliffe, A. (1997). A technique combination approach to requirements engineering. Paper presented at the 3rd IEEE International Symposium on Requirements Engineering, Annap olis, USA" }, { "path": "references.4.doi", "from": null, "to": "10.1177/026839629901400109" }, { "path": "references.4.key", "from": null, "to": "ref5" }, { "path": "references.4.unstructured", "from": null, "to": "Benyon-Davies, P., Tudhope, D., & Mackay, H. (1999). Information systems prototyping in practice. Journal of information technology, 14(1), 107−120" }, { "path": "references.40.doi", "from": null, "to": "10.1109/hicss.2005.252" }, { "path": "references.40.key", "from": null, "to": "ref41" }, { "path": "references.40.unstructured", "from": null, "to": "Wang, L., Bretschneider, S., & Gant, J., (2005). Evaluating web-based e-Government services with a citizen-centric approach. Paper presented at the 38th Hawaii International" }, { "path": "references.5.doi", "from": null, "to": "10.1145/258549.258698" }, { "path": "references.5.key", "from": null, "to": "ref6" }, { "path": "references.5.unstructured", "from": null, "to": "Coble, J. M., Karat, J., & Kahn, M. G. (1997). Maintaining a focus on user requirements throughout the development of clinical workstation software. Paper presented at CHI'97, Atlanta, USA" }, { "path": "references.6.doi", "from": null, "to": "10.1007/978-3-322-99786-9_1" }, { "path": "references.6.key", "from": null, "to": "ref7" }, { "path": "references.6.unstructured", "from": null, "to": "Cooper, A. (1999). The inmates are running the asylum. Why high-tech products drive us crazy and how to restore the sanity. Indianapolis: SAMS" }, { "path": "references.7.doi", "from": null, "to": "10.1080/014492996120049" }, { "path": "references.7.key", "from": null, "to": "ref8" }, { "path": "references.7.unstructured", "from": null, "to": "Damodaran, L. (1996). User involvement in the systems design process—A practical guide for users. Behaviour and information technology, 15(6), 363−377" }, { "path": "references.8.doi", "from": null, "to": "10.1147/sj.211.0004" }, { "path": "references.8.key", "from": null, "to": "ref9" }, { "path": "references.8.unstructured", "from": null, "to": "Davis, B. G. (1982). Strategies for information requirements determination. IBM systems journal, 21(1), 4−30" }, { "path": "references.9.doi", "from": null, "to": "10.1007/10929179_25" }, { "path": "references.9.key", "from": null, "to": "ref10" }, { "path": "references.9.unstructured", "from": null, "to": "Flak, L. S., Moe, C. E., & Sæbø, Ø. (2003). On the evolution of e-Government: The user imperative. In R. Traunmüller (Ed.), EGOV 2003, LNCS, vol. 2739 (pp. 139−142). Heidelberg: Springer. Følstad, A., Jørgensen, H. D., & Krogstie, J. (2004). User involvement in e-Government development projects. Paper presented at NordCHI 2004, Tampere, Finland" }, { "path": "referent", "from": null, "to": "Creation" }, { "path": "structural_type", "from": null, "to": "Digital" }, { "path": "titles.0.lang", "from": null, "to": "en" }, { "path": "titles.0.type", "from": null, "to": "PrincipalTitle" }, { "path": "titles.0.value", "from": null, "to": "Requirements engineering for e-Government services: A citizen-centric approach andcase study" }, { "path": "type", "from": null, "to": "JournalArticle" } ], "record_after": { "format": "smartscholars-doi-metadata/1.0", "doi": "10.46243/jst.2021.v6.i06.pp206-216", "referent": "Creation", "type": "JournalArticle", "structural_type": "Digital", "modes": [ "Visual" ], "characters": [ "Language" ], "titles": [ { "value": "Requirements engineering for e-Government services: A citizen-centric approach andcase study", "type": "PrincipalTitle", "lang": "en" } ], "identifiers": [ { "type": "DOI", "value": "10.46243/jst.2021.v6.i06.pp206-216" } ], "agents": [ { "role": "author", "name": { "given": "", "family": "P. Kowmudi" }, "sequence": "first" }, { "role": "author", "name": { "given": "", "family": "B Swetha" }, "sequence": "additional" }, { "role": "author", "name": { "given": "", "family": "B Narasimha Rao" }, "sequence": "additional" }, { "role": "publisher", "name": { "org": "Longman Publishers" } } ], "dates": { "published": "2021-12-29", "date_type": "PublicationDate", "online": "2021-12-29" }, "language": "en", "container": { "type": "Journal", "titles": [ { "value": "Journal of Science & Technology", "type": "PrincipalTitle" } ], "identifiers": [ { "type": "ISSN", "value": "2456-5660", "medium": "electronic" } ], "volume": "06", "issue": "06", "pages": { "first": "206", "last": "216" } }, "links": [ { "url": "https://www.jst.org.in/index.php/pub/article/view/558", "return_type": "text/html", "primary": true }, { "url": "https://www.jst.org.in/index.php/pub/article/download/558/499", "purpose": "text-mining", "return_type": "application/pdf" }, { "url": "https://www.jst.org.in/index.php/pub/article/download/558/2531", "purpose": "text-mining", "return_type": "application/xml" }, { "url": "https://www.jst.org.in/index.php/pub/article/view/558/499", "purpose": "similarity-checking" } ], "abstract": { "value": "Throughout the last decade, user involvement in e-Government service design has been virtually non- existent. Over time, e-Government experts began to realize that these services would benefit from a citizen- centric requirements engineering approach which has led to a demand for such an approach for this particular field. This article presents a citizen-centric approach towards user requirements engineering for eGovernment services. It utilizes interviews and citizen walkthroughs of low-fidelity prototypes. A case study of a social support portal illustrates the approach and shows the need for repeated citizen inquiry, as the implementation of user requirements in low-fidelity prototype design is not always accepted by prospective end-users.", "lang": "en" }, "license": { "url": "https://creativecommons.org/licenses/by/4.0/", "start": "2021-12-29", "applies_to": "vor" }, "references": [ { "key": "ref1", "unstructured": "Algemene, Rekenkamer (2007). Lessen uit ICT-projecten bij de overheid. Deel A [Lessons from governmental ICT-projects. Part A]. Retrieved 7 January 2009 from http://www.rekenkamer.nl/9282000/d/p425_rapport1.pdf" }, { "key": "ref2", "doi": "10.4018/978-1-59904-246-6.ch012", "unstructured": "Alpert, S. R., & Vergo, J. G. (2007). User-centered evaluation of personalized web sites: What's unique? In P. Zaphiris, & S. Kurniawan (Eds.), Human computer interaction. Research in web design and evaluation (pp. 257−272). Hershey: Idea group publishing" }, { "key": "ref3", "doi": "10.1111/1467-6486.00260", "unstructured": "Ambrosini, V., & Bowman, C. (2001). Tacit knowledge: Some suggestions for operationalization. Journal of management studies, 38(6), 811−829" }, { "key": "ref4", "doi": "10.1177/0894439303259876", "unstructured": "Becker, S. A. (2004). e-Government visual accessibility for older adult users. Social science computer review, 22(1), 11−23. Benchmark perzonalization of governmental eServices for citizens [electronic version] 2008. Report published by The Centre of Expertise, The Hague, The Netherlands, 2008. Retrieved 7 January 2009 from http://www.e-overheid.nl/e-overheid-2.0/ live/binaries/pip/bestanden/benchmark-report—definitief_4aug.pdf" }, { "key": "ref5", "doi": "10.1177/026839629901400109", "unstructured": "Benyon-Davies, P., Tudhope, D., & Mackay, H. (1999). Information systems prototyping in practice. Journal of information technology, 14(1), 107−120" }, { "key": "ref6", "doi": "10.1145/258549.258698", "unstructured": "Coble, J. M., Karat, J., & Kahn, M. G. (1997). Maintaining a focus on user requirements throughout the development of clinical workstation software. Paper presented at CHI'97, Atlanta, USA" }, { "key": "ref7", "doi": "10.1007/978-3-322-99786-9_1", "unstructured": "Cooper, A. (1999). The inmates are running the asylum. Why high-tech products drive us crazy and how to restore the sanity. Indianapolis: SAMS" }, { "key": "ref8", "doi": "10.1080/014492996120049", "unstructured": "Damodaran, L. (1996). User involvement in the systems design process—A practical guide for users. Behaviour and information technology, 15(6), 363−377" }, { "key": "ref9", "doi": "10.1147/sj.211.0004", "unstructured": "Davis, B. G. (1982). Strategies for information requirements determination. IBM systems journal, 21(1), 4−30" }, { "key": "ref10", "doi": "10.1007/10929179_25", "unstructured": "Flak, L. S., Moe, C. E., & Sæbø, Ø. (2003). On the evolution of e-Government: The user imperative. In R. Traunmüller (Ed.), EGOV 2003, LNCS, vol. 2739 (pp. 139−142). Heidelberg: Springer. Følstad, A., Jørgensen, H. D., & Krogstie, J. (2004). User involvement in e-Government development projects. Paper presented at NordCHI 2004, Tampere, Finland" }, { "key": "ref11", "doi": "10.1145/3166.3170", "unstructured": "Gould, J. D., & Lewis, C. (1985). Designing for usability: Key principles and what designers think. Communications of the ACM, 28(3), 300−311" }, { "key": "ref12", "doi": "10.1109/ipcc.2000.887259", "unstructured": "Grady, H. M. (2000). Web site design: A case study in usability testing using paper prototypes. Paper presented at the IEEE Professional Communication Conference, Cambridge, USA" }, { "key": "ref13", "doi": "10.1177/1094670504266138", "unstructured": "Gremler, D. D. (2004). The critical incident technique in service research. Journal of service research, 7(1), 65−89" }, { "key": "ref14", "unstructured": "Haraldsen, M., Stray, T. D., Päivärinta, T., & Sein, M. K. (2004). Developing e-Government portals: From life-events through genres to requirements. Paper presented at the 11th Norwegian Conference on Information Systems, Stavanger, Norway" }, { "key": "ref15", "doi": "10.1207/s15327590ijhc1304_05", "unstructured": "Hertzum, M., & Jacobsen, N. E. (2001). The evaluator effect: A chilling fact about usability evaluation methods. International Journal of Human–Computer Interaction, 13(4), 421−443" }, { "key": "ref16", "doi": "10.1080/07421222.2000.11045650", "unstructured": "Irani, Z., & Love, P. E. D. (2001). The propagation of technology management taxonomies for evaluating investments in information systems. Journal of management information systems, 17(3), 161−177" }, { "key": "ref17", "doi": "10.1111/j.1365-2575.2005.00186.x", "unstructured": "Irani, Z., Love, P. E. D., Elliman, T., Jones, S., & Themistocleous, M. (2005). Evaluating e-Government: Learning from the experiences of two UK local authorities. Information Systems Journal, 15(1), 61−82" }, { "key": "ref18", "doi": "10.1201/9781410615862.ch22", "unstructured": "Jameson, A. (2007). Adaptive interfaces and agents. In J. A. Jacko, & A. Sears (Eds.), Human–computer interaction handbook (pp. 433−458). 2nd ed. Mahwah: Erlbaum" }, { "key": "ref19", "unstructured": "Jokela, T. (2001). Assessment of user-centred design processes as a basis for improvement action. : University of Oulu, Oulu" }, { "key": "ref20", "doi": "10.1016/b978-012095811-5/50004-3", "unstructured": "Karat, C. (1994). A business case approach to usability cost justification. In R. G. Bias, & D. J. Mayhew (Eds.), Cost-justifying usability (pp. 45−70). New York: Morgan Kaufmann" }, { "key": "ref21", "doi": "10.1197/jamia.m0822", "unstructured": "Kinzie, M. B., Cohn, W. F., Julian, M. F., & Knaus, W. A. (2002). A user-centered model for web site design: Needs assessment, user interface design, and rapid prototyping. Journal of the American medical informatics association, 9(4), 320−330" }, { "key": "ref22", "doi": "10.1007/11823100_15", "unstructured": "Klaassen, R., Karreman, J., & Van der Geest, T. (2006). Designing government portal navigation around citizens' needs. In M. A. Wimmer, H. J. Scholl, A. Grönlund, & K. V. Andersen (Eds.), EGOV 2006, LNCS, vol. 4084 (pp. 162−173). Heidelberg: Springer" }, { "key": "ref23", "doi": "10.1007/978-3-540-46138-8_19", "unstructured": "Krenner, J. (2002). Reflections on the requirements gathering in an one-stop government project. In R. Traunmüller, & K. Lenk (Eds.), EGOV 2002, LNCS, vol. 2456 (pp. 124−128). Heidelberg: Springer" }, { "key": "ref24", "doi": "10.1080/01449290301782", "unstructured": "Kujala, S. (2003). User involvement: A review of the benefits and challenges. Behaviour and information technology, 22(1), 1−16" }, { "key": "ref25", "unstructured": "Lauesen, S. (2002). Software requirements. Styles and techniques. London: Addison-Wesley" }, { "key": "ref26", "doi": "10.1007/978-3-540-73283-9_101", "unstructured": "Lines, L., Ikechi, O., & Hone, K. S. (2007). Accessing e-Government services: Design requirements for the older user. In C. Stephanidis (Ed.), Universal access in HCI, LNCS, vol. 4556 (pp. 932−940). Heidelberg: Springer" }, { "key": "ref27", "doi": "10.1006/ijhc.2001.0503", "unstructured": "Maguire, M. (2001). Methods to support human-centred design. International Journal of Human–Computer studies, 55(4), 587−634" }, { "key": "ref28", "doi": "10.1145/1047671.1047677", "unstructured": "Mao, J., Vredenburg, K., Smith, P. W., & Carey, T. (2005). The state of user-centered design practice. Communications of the ACM, 48(3), 105−109" }, { "key": "ref29", "doi": "10.1201/9781003064138", "unstructured": "McGraw, K. L., & Harbison, K. (1997). User-centered requirements: The scenario-based engineering process. Mahwah: Lawrence Erlbaum Associates" }, { "key": "ref30", "doi": "10.2139/ssrn.1432508", "unstructured": "Oostveen, A., & Van de besselaar, P. (2004). From small scale to large scale user participation: A case study of participatory design in e-Government systems. Paper presented at the Participatory Design Conference, Toronto, Canada" }, { "key": "ref31", "doi": "10.1177/10928102005003006", "unstructured": "Patton, M. Q. (2002). Qualitative research and evaluation methods (3rd ed.). Thousand Oaks: Sage Publications" }, { "key": "ref32", "doi": "10.1016/j.giq.2005.12.001", "unstructured": "Pieterson, W., Ebbers, W., & Van Dijk, J. (2007). Personalization in the public sector. An inventory of organizational and user obstacles towards personalization of electronic services in the public sector. Government Information Quarterly, 24(1), 148−164" }, { "key": "ref33", "unstructured": "Robertson, S., & Robertson, J. (2006). Mastering the requirements process (2nd ed.). New York: Addison-Wesley" }, { "key": "ref34", "doi": "10.1145/223500.223514", "unstructured": "Rudd, J., Stern, K., & Isensee, S. (1996). Low vs. high-fidelity prototyping debate. Interactions, 3(1), 76−85" }, { "key": "ref35", "doi": "10.1016/s0950-5849(99)00101-9", "unstructured": "Saiedian, H., & Dale, R. (2000). Requirements engineering: Making the connection between the software developer and customer. Information and Software Technology, 42(6), 419−428" }, { "key": "ref36", "doi": "10.1007/978-3-540-73331-7_18", "unstructured": "Sandberg, K. W., & Pan, Y. (2007). The role of human factors in design and implementation of electronic public information systems. In D. Harris (Ed.), Engineering psychology and cognitive ergonomics, HCII (pp. 164−173). Berlin Heidelberg: Springer-Verlag" }, { "key": "ref37", "unstructured": "Snyder, C. (2003). Paper prototyping. San Francisco: Morgan Kaufmann publishers" }, { "key": "ref38", "doi": "10.1007/978-3-540-73354-6_85", "unstructured": "Soufi, B., & Maguire, M. (2007). Achieving Usability within e-Government web sites illustrated by a case study evaluation. In M. J. Smith, & G. Salvendy (Eds.), Human interface, part II, HCII 2007, LNCS, vol. 4558 (pp. 777−784). Berlin Heidelberg: Springer-Verlag" }, { "key": "ref39", "doi": "10.1007/bf01236426", "unstructured": "Sutcliffe, A. (1996). A conceptual framework for requirements engineering. Requirements engineering, 1(3), 170−189" }, { "key": "ref40", "doi": "10.1109/isre.1997.566843", "unstructured": "Sutcliffe, A. (1997). A technique combination approach to requirements engineering. Paper presented at the 3rd IEEE International Symposium on Requirements Engineering, Annap olis, USA" }, { "key": "ref41", "doi": "10.1109/hicss.2005.252", "unstructured": "Wang, L., Bretschneider, S., & Gant, J., (2005). Evaluating web-based e-Government services with a citizen-centric approach. Paper presented at the 38th Hawaii International" } ], "record": { "registrant": "Longman Publishers", "registered": "2026-09-08", "updated": "2026-09-20", "issue_number": 1, "source": "crossref-api", "source_agency": "Crossref (member 25296)" } }, "url_after": "https://www.jst.org.in/index.php/pub/article/view/558", "sha256_before": null, "sha256_after": "a0324dd3d7d1032f19ee51299a85175f93c8f40ee4179553c1abdd867299717f" }, { "seq": 2, "kind": "update", "at": "2026-09-29 23:59:57", "by": "Administrator (admin)", "by_kind": "user", "note": "record re-read from api.crossref.org", "changes": [ { "path": "container.titles.0.value", "from": "Journal of Science & Technology", "to": "Journal of Science & Technology" } ], "record_after": { "format": "smartscholars-doi-metadata/1.0", "doi": "10.46243/jst.2021.v6.i06.pp206-216", "referent": "Creation", "type": "JournalArticle", "structural_type": "Digital", "modes": [ "Visual" ], "characters": [ "Language" ], "titles": [ { "value": "Requirements engineering for e-Government services: A citizen-centric approach andcase study", "type": "PrincipalTitle", "lang": "en" } ], "identifiers": [ { "type": "DOI", "value": "10.46243/jst.2021.v6.i06.pp206-216" } ], "agents": [ { "role": "author", "name": { "given": "", "family": "P. Kowmudi" }, "sequence": "first" }, { "role": "author", "name": { "given": "", "family": "B Swetha" }, "sequence": "additional" }, { "role": "author", "name": { "given": "", "family": "B Narasimha Rao" }, "sequence": "additional" }, { "role": "publisher", "name": { "org": "Longman Publishers" } } ], "dates": { "published": "2021-12-29", "date_type": "PublicationDate", "online": "2021-12-29" }, "language": "en", "container": { "type": "Journal", "titles": [ { "value": "Journal of Science & Technology", "type": "PrincipalTitle" } ], "identifiers": [ { "type": "ISSN", "value": "2456-5660", "medium": "electronic" } ], "volume": "06", "issue": "06", "pages": { "first": "206", "last": "216" } }, "links": [ { "url": "https://www.jst.org.in/index.php/pub/article/view/558", "return_type": "text/html", "primary": true }, { "url": "https://www.jst.org.in/index.php/pub/article/download/558/499", "purpose": "text-mining", "return_type": "application/pdf" }, { "url": "https://www.jst.org.in/index.php/pub/article/download/558/2531", "purpose": "text-mining", "return_type": "application/xml" }, { "url": "https://www.jst.org.in/index.php/pub/article/view/558/499", "purpose": "similarity-checking" } ], "abstract": { "value": "Throughout the last decade, user involvement in e-Government service design has been virtually non- existent. Over time, e-Government experts began to realize that these services would benefit from a citizen- centric requirements engineering approach which has led to a demand for such an approach for this particular field. This article presents a citizen-centric approach towards user requirements engineering for eGovernment services. It utilizes interviews and citizen walkthroughs of low-fidelity prototypes. A case study of a social support portal illustrates the approach and shows the need for repeated citizen inquiry, as the implementation of user requirements in low-fidelity prototype design is not always accepted by prospective end-users.", "lang": "en" }, "license": { "url": "https://creativecommons.org/licenses/by/4.0/", "start": "2021-12-29", "applies_to": "vor" }, "references": [ { "key": "ref1", "unstructured": "Algemene, Rekenkamer (2007). Lessen uit ICT-projecten bij de overheid. Deel A [Lessons from governmental ICT-projects. Part A]. Retrieved 7 January 2009 from http://www.rekenkamer.nl/9282000/d/p425_rapport1.pdf" }, { "key": "ref2", "doi": "10.4018/978-1-59904-246-6.ch012", "unstructured": "Alpert, S. R., & Vergo, J. G. (2007). User-centered evaluation of personalized web sites: What's unique? In P. Zaphiris, & S. Kurniawan (Eds.), Human computer interaction. Research in web design and evaluation (pp. 257−272). Hershey: Idea group publishing" }, { "key": "ref3", "doi": "10.1111/1467-6486.00260", "unstructured": "Ambrosini, V., & Bowman, C. (2001). Tacit knowledge: Some suggestions for operationalization. Journal of management studies, 38(6), 811−829" }, { "key": "ref4", "doi": "10.1177/0894439303259876", "unstructured": "Becker, S. A. (2004). e-Government visual accessibility for older adult users. Social science computer review, 22(1), 11−23. Benchmark perzonalization of governmental eServices for citizens [electronic version] 2008. Report published by The Centre of Expertise, The Hague, The Netherlands, 2008. Retrieved 7 January 2009 from http://www.e-overheid.nl/e-overheid-2.0/ live/binaries/pip/bestanden/benchmark-report—definitief_4aug.pdf" }, { "key": "ref5", "doi": "10.1177/026839629901400109", "unstructured": "Benyon-Davies, P., Tudhope, D., & Mackay, H. (1999). Information systems prototyping in practice. Journal of information technology, 14(1), 107−120" }, { "key": "ref6", "doi": "10.1145/258549.258698", "unstructured": "Coble, J. M., Karat, J., & Kahn, M. G. (1997). Maintaining a focus on user requirements throughout the development of clinical workstation software. Paper presented at CHI'97, Atlanta, USA" }, { "key": "ref7", "doi": "10.1007/978-3-322-99786-9_1", "unstructured": "Cooper, A. (1999). The inmates are running the asylum. Why high-tech products drive us crazy and how to restore the sanity. Indianapolis: SAMS" }, { "key": "ref8", "doi": "10.1080/014492996120049", "unstructured": "Damodaran, L. (1996). User involvement in the systems design process—A practical guide for users. Behaviour and information technology, 15(6), 363−377" }, { "key": "ref9", "doi": "10.1147/sj.211.0004", "unstructured": "Davis, B. G. (1982). Strategies for information requirements determination. IBM systems journal, 21(1), 4−30" }, { "key": "ref10", "doi": "10.1007/10929179_25", "unstructured": "Flak, L. S., Moe, C. E., & Sæbø, Ø. (2003). On the evolution of e-Government: The user imperative. In R. Traunmüller (Ed.), EGOV 2003, LNCS, vol. 2739 (pp. 139−142). Heidelberg: Springer. Følstad, A., Jørgensen, H. D., & Krogstie, J. (2004). User involvement in e-Government development projects. Paper presented at NordCHI 2004, Tampere, Finland" }, { "key": "ref11", "doi": "10.1145/3166.3170", "unstructured": "Gould, J. D., & Lewis, C. (1985). Designing for usability: Key principles and what designers think. Communications of the ACM, 28(3), 300−311" }, { "key": "ref12", "doi": "10.1109/ipcc.2000.887259", "unstructured": "Grady, H. M. (2000). Web site design: A case study in usability testing using paper prototypes. Paper presented at the IEEE Professional Communication Conference, Cambridge, USA" }, { "key": "ref13", "doi": "10.1177/1094670504266138", "unstructured": "Gremler, D. D. (2004). The critical incident technique in service research. Journal of service research, 7(1), 65−89" }, { "key": "ref14", "unstructured": "Haraldsen, M., Stray, T. D., Päivärinta, T., & Sein, M. K. (2004). Developing e-Government portals: From life-events through genres to requirements. Paper presented at the 11th Norwegian Conference on Information Systems, Stavanger, Norway" }, { "key": "ref15", "doi": "10.1207/s15327590ijhc1304_05", "unstructured": "Hertzum, M., & Jacobsen, N. E. (2001). The evaluator effect: A chilling fact about usability evaluation methods. International Journal of Human–Computer Interaction, 13(4), 421−443" }, { "key": "ref16", "doi": "10.1080/07421222.2000.11045650", "unstructured": "Irani, Z., & Love, P. E. D. (2001). The propagation of technology management taxonomies for evaluating investments in information systems. Journal of management information systems, 17(3), 161−177" }, { "key": "ref17", "doi": "10.1111/j.1365-2575.2005.00186.x", "unstructured": "Irani, Z., Love, P. E. D., Elliman, T., Jones, S., & Themistocleous, M. (2005). Evaluating e-Government: Learning from the experiences of two UK local authorities. Information Systems Journal, 15(1), 61−82" }, { "key": "ref18", "doi": "10.1201/9781410615862.ch22", "unstructured": "Jameson, A. (2007). Adaptive interfaces and agents. In J. A. Jacko, & A. Sears (Eds.), Human–computer interaction handbook (pp. 433−458). 2nd ed. Mahwah: Erlbaum" }, { "key": "ref19", "unstructured": "Jokela, T. (2001). Assessment of user-centred design processes as a basis for improvement action. : University of Oulu, Oulu" }, { "key": "ref20", "doi": "10.1016/b978-012095811-5/50004-3", "unstructured": "Karat, C. (1994). A business case approach to usability cost justification. In R. G. Bias, & D. J. Mayhew (Eds.), Cost-justifying usability (pp. 45−70). New York: Morgan Kaufmann" }, { "key": "ref21", "doi": "10.1197/jamia.m0822", "unstructured": "Kinzie, M. B., Cohn, W. F., Julian, M. F., & Knaus, W. A. (2002). A user-centered model for web site design: Needs assessment, user interface design, and rapid prototyping. Journal of the American medical informatics association, 9(4), 320−330" }, { "key": "ref22", "doi": "10.1007/11823100_15", "unstructured": "Klaassen, R., Karreman, J., & Van der Geest, T. (2006). Designing government portal navigation around citizens' needs. In M. A. Wimmer, H. J. Scholl, A. Grönlund, & K. V. Andersen (Eds.), EGOV 2006, LNCS, vol. 4084 (pp. 162−173). Heidelberg: Springer" }, { "key": "ref23", "doi": "10.1007/978-3-540-46138-8_19", "unstructured": "Krenner, J. (2002). Reflections on the requirements gathering in an one-stop government project. In R. Traunmüller, & K. Lenk (Eds.), EGOV 2002, LNCS, vol. 2456 (pp. 124−128). Heidelberg: Springer" }, { "key": "ref24", "doi": "10.1080/01449290301782", "unstructured": "Kujala, S. (2003). User involvement: A review of the benefits and challenges. Behaviour and information technology, 22(1), 1−16" }, { "key": "ref25", "unstructured": "Lauesen, S. (2002). Software requirements. Styles and techniques. London: Addison-Wesley" }, { "key": "ref26", "doi": "10.1007/978-3-540-73283-9_101", "unstructured": "Lines, L., Ikechi, O., & Hone, K. S. (2007). Accessing e-Government services: Design requirements for the older user. In C. Stephanidis (Ed.), Universal access in HCI, LNCS, vol. 4556 (pp. 932−940). Heidelberg: Springer" }, { "key": "ref27", "doi": "10.1006/ijhc.2001.0503", "unstructured": "Maguire, M. (2001). Methods to support human-centred design. International Journal of Human–Computer studies, 55(4), 587−634" }, { "key": "ref28", "doi": "10.1145/1047671.1047677", "unstructured": "Mao, J., Vredenburg, K., Smith, P. W., & Carey, T. (2005). The state of user-centered design practice. Communications of the ACM, 48(3), 105−109" }, { "key": "ref29", "doi": "10.1201/9781003064138", "unstructured": "McGraw, K. L., & Harbison, K. (1997). User-centered requirements: The scenario-based engineering process. Mahwah: Lawrence Erlbaum Associates" }, { "key": "ref30", "doi": "10.2139/ssrn.1432508", "unstructured": "Oostveen, A., & Van de besselaar, P. (2004). From small scale to large scale user participation: A case study of participatory design in e-Government systems. Paper presented at the Participatory Design Conference, Toronto, Canada" }, { "key": "ref31", "doi": "10.1177/10928102005003006", "unstructured": "Patton, M. Q. (2002). Qualitative research and evaluation methods (3rd ed.). Thousand Oaks: Sage Publications" }, { "key": "ref32", "doi": "10.1016/j.giq.2005.12.001", "unstructured": "Pieterson, W., Ebbers, W., & Van Dijk, J. (2007). Personalization in the public sector. An inventory of organizational and user obstacles towards personalization of electronic services in the public sector. Government Information Quarterly, 24(1), 148−164" }, { "key": "ref33", "unstructured": "Robertson, S., & Robertson, J. (2006). Mastering the requirements process (2nd ed.). New York: Addison-Wesley" }, { "key": "ref34", "doi": "10.1145/223500.223514", "unstructured": "Rudd, J., Stern, K., & Isensee, S. (1996). Low vs. high-fidelity prototyping debate. Interactions, 3(1), 76−85" }, { "key": "ref35", "doi": "10.1016/s0950-5849(99)00101-9", "unstructured": "Saiedian, H., & Dale, R. (2000). Requirements engineering: Making the connection between the software developer and customer. Information and Software Technology, 42(6), 419−428" }, { "key": "ref36", "doi": "10.1007/978-3-540-73331-7_18", "unstructured": "Sandberg, K. W., & Pan, Y. (2007). The role of human factors in design and implementation of electronic public information systems. In D. Harris (Ed.), Engineering psychology and cognitive ergonomics, HCII (pp. 164−173). Berlin Heidelberg: Springer-Verlag" }, { "key": "ref37", "unstructured": "Snyder, C. (2003). Paper prototyping. San Francisco: Morgan Kaufmann publishers" }, { "key": "ref38", "doi": "10.1007/978-3-540-73354-6_85", "unstructured": "Soufi, B., & Maguire, M. (2007). Achieving Usability within e-Government web sites illustrated by a case study evaluation. In M. J. Smith, & G. Salvendy (Eds.), Human interface, part II, HCII 2007, LNCS, vol. 4558 (pp. 777−784). Berlin Heidelberg: Springer-Verlag" }, { "key": "ref39", "doi": "10.1007/bf01236426", "unstructured": "Sutcliffe, A. (1996). A conceptual framework for requirements engineering. Requirements engineering, 1(3), 170−189" }, { "key": "ref40", "doi": "10.1109/isre.1997.566843", "unstructured": "Sutcliffe, A. (1997). A technique combination approach to requirements engineering. Paper presented at the 3rd IEEE International Symposium on Requirements Engineering, Annap olis, USA" }, { "key": "ref41", "doi": "10.1109/hicss.2005.252", "unstructured": "Wang, L., Bretschneider, S., & Gant, J., (2005). Evaluating web-based e-Government services with a citizen-centric approach. Paper presented at the 38th Hawaii International" } ], "record": { "registrant": "Longman Publishers", "registered": "2026-09-08", "updated": "2026-09-20", "issue_number": 1, "source": "crossref-api", "source_agency": "Crossref (member 25296)" } }, "url_after": "https://www.jst.org.in/index.php/pub/article/view/558", "sha256_before": "a0324dd3d7d1032f19ee51299a85175f93c8f40ee4179553c1abdd867299717f", "sha256_after": "6044ba02402f6830c8df2cdd310eaceecb6d850ab80b8fdf53139862cc7e5629" } ] }