Bringing Service Design Thinking into the Public Sector to Create Proactive and User-Friendly Public Services

  • Regina SirendiEmail author
  • Kuldar Taveter
Conference paper
Part of the Lecture Notes in Computer Science book series (LNCS, volume 9752)


Multiple stakeholders need to be taken into consideration when designing and implementing public sector services and processes. It will be asked in this article whether agent-oriented modeling could be beneficial to understand the interactions between these stakeholders and to support the design of proactive, user-friendly, and usable services of e-government. We propose a methodology for service design that can help to design better and more proactive services and hereby promote service design thinking in the public sector. For this on-going research, we take a look into how the family benefits service works in Estonia. To aid this task, structured interviews were conducted with the officials of the Social Insurance Board. The current article makes a contribution to a new way of approaching the design and development of public electronic services.


E-governance User-centric public services Service design Agent-oriented modeling Proactivity 


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Copyright information

© Springer International Publishing Switzerland 2016

Authors and Affiliations

  1. 1.Tallinn University of TechnologyTallinnEstonia

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