Customer focus for increased use of public e-services (CUP)

Purpose and goal

The purpose of this project is to contribute to an increased use of public e-services in municipalities through deeper knowledge of: 1. needs, behaviors and attitudes of users/non-users 2. problems and opportunities related to public e-services as experienced by users/non-users 3. tools and methods that can influence behaviors and attitudes among different groups of citizens With citizens as the starting point, municipalities can increase use and thereby raising their productivity and efficiency. Customer-centered e-services will also lead to an increased customer value, since these services can facilitate everyday life of citizens and provide better possibilities to take part of public information at municipalities.

Expected results and effects

Expected result from this project is increased knowledge of users´ and non-users´ needs, behaviors, and attitudes as well as problems and opportunities connected to usage. The project is also expected to result in tools and methods that can be used to increase citizens´ use of public e-services in municipalities. Knowledge, tools and methods which are expected results from this project can support municipalities in their development of innovative customer-centered e-services that actually are used.

Planned approach and implementation

The project starts with a literature review, followed by a planning phase in which all partners and the reference group provide their input. Data will mainly be collected through several surveys directed to citizens. The collected data will be analyzed through statistical methods, which makes it possible to draw general conclusions from the results. Results from the project will be distributed to public sector, service developers and other researchers through, among other things, seminars, workshops, publications and presentations of conference proceedings, publication of scientific articles in international journals and through a report.