Since 2011, the countries in the European Union have implemented joint strategies for digitalising public services, such as communication between citizens and the government or municipalities, with the expectation that business would be enhanced and economies improved. In Denmark, the focus has been on implementing e-government and mandatory public self-service applications to be used by all citizens. However, the digitalisation of public self-service applications in Denmark has been criticised by the public, the media, and government agencies for lack of usability.
This thesis consists of six contributions used to answer a general research question along with two research questions on the current practices in the development process and the overall approach taken by the companies developing the public self-service applications in Denmark. The general research question was: “To what extent can companies developing public self-service applications benefit from combining a system-centred and a user-centred approach, and how does that affect the quality of the systems?”
All interested parties are welcome. After the defense the department will be hosting a small reception in cluster 5.