Public Staff Empowerment in e-Government: A Human Work Interaction Design Approach

  • Stefano Valtolina
  • Barbara Rita Barricelli
  • Daniela Fogli
  • Sergio Colosio
  • Chiara Testa
Conference paper
Part of the Lecture Notes in Computer Science book series (LNCS, volume 10303)


Human Work Interaction Design (HWID) studies the integration of work analysis and interaction design methods to foster new strategies aimed at designing systems that may effectively and efficiently change the way people work. Pervasive technologies and smart places deeply influence traditional physical boundaries and operational modes, leading to important changes in work practice. The goal of this paper is to provide the basis for an improved co-operation and mutual inspiration among public employees by using End-User Development (EUD). EUD in the e-Government context provides non-professional software developers with methods, techniques, and tools for configuring services that citizens can use to interact with public offices. The paper describes how, by using EUD-enabled tools, the work practice of the public staff changes, and how this transformation allows public employees with limited technical background to create services according to their expertise and expectations, and to share them.


e-Government End-User Development Human work interaction design End-user empowerment 


  1. 1.
    Abdelnour Nocera, J., Barricelli, B.R., Lopes, A., Campos, P., Clemmensen, T. (eds.): HWID 2015. IAICT, vol. 468. Springer, Cham (2015). doi: 10.1007/978-3-319-27048-7 Google Scholar
  2. 2.
    Abdelnour-Nocera, J.A., Dunckley, L., Sharp, H.: An approach to the evaluation of usefulness as a social construct using technological frames. Int. J. Hum. Comput. Interact. 22(1–2), 153–172 (2007)CrossRefGoogle Scholar
  3. 3.
    Agosto, D.E.: Human Information Interaction: An Ecological Approach to Information Behavior by Raya Fidel. MIT Press, Cambridge (2012)Google Scholar
  4. 4.
    Annett, J., Duncan, K.D.: Task analysis and training design. J. Occup. Psychol. 41, 211–221 (1967)Google Scholar
  5. 5.
    Barricelli, B.R., Fischer, G., Fogli, D., Mørch, A., Piccinno, A., Valtolina, S.: Cultures of participation in the digital age: from “have to” to “want to” participate. In: Proceedings of the 9th Nordic Conference on Human-Computer Interaction (NordiCHI 2016), art. no. 128. ACM, New York (2016). doi: 10.1145/2971485.2987668
  6. 6.
    Button, G., Sharrock, W.: Studies of work and the workplace in HCI: concepts and techniques. Synth. Lect. Hum. Centered Inform. 2(1), 1–96 (2009)CrossRefGoogle Scholar
  7. 7.
    Campos, P., Clemmensen, T., Abdelnour Nocera, J., Katre, D., Lopes, A., Ørngreen, R. (eds.): Human Work Interaction Design. Work Analysis and HCI: Third IFIP 13.6 Working Conference, HWID 2012, Copenhagen, Denmark, December 5-6, 2012, Revised Selected Papers. IFIP Advances in Information and Communication Technology, vol. 407. Springer, Heidelberg (2013)Google Scholar
  8. 8.
    Clemmensen, T., Campos, P., Ørngreen, R., Pejtersen, A.M., Wong, W. (eds.): Human Work Interaction Design: Designing for Human Work. Springer, Heidelberg (2006)Google Scholar
  9. 9.
    European Commission. The European eGovernment Action Plan 2016–2020 – Accelerating the digital transformation of government, COM, vol. 179 (2016).
  10. 10.
    Fischer, G., Giaccardi, E.: Meta-design: a framework for the future of end user development. In: Lieberman, H., Paternò, F., Wulf, V. (eds.) End-User Development, pp. 427–457. Kluwer Academic Publisher, Dordrecht (2006)CrossRefGoogle Scholar
  11. 11.
    Fischer, G., Giaccardi, E., Ye, Y., Sutcliffe, A., Mehandjiev, N.: Meta-design: a manifesto for end-user development. Commun. ACM 47(9), 33–37 (2004)CrossRefGoogle Scholar
  12. 12.
    Fogli, D.: Towards a new work practice in the development of e-government applications. Electron. Gov. Int. J. 10(3–4), 238–258 (2013)Google Scholar
  13. 13.
    Fogli, D., Parasiliti Provenza, L.: End-user development of e-government services through meta-modeling. In: Costabile, M.F., Dittrich, Y., Fischer, G., Piccinno, A. (eds.) IS-EUD 2011. LNCS, vol. 6654, pp. 107–122. Springer, Heidelberg (2011). doi: 10.1007/978-3-642-21530-8_10 CrossRefGoogle Scholar
  14. 14.
    Fogli, D., Parasiliti Provenza, L.: A meta-design approach to the development of e-government services. J. Vis. Lang. Comput. 23(2), 47–62 (2012)CrossRefGoogle Scholar
  15. 15.
    Katre, D., Ørngreen, R., Yammiyavar, P., Clemmensen, T. (Eds.): Human Work Interaction Design: Usability in Social, Cultural and Organizational Contexts: Second IFIP WG 13.6 Conference, HWID 2009, Pune, India, October 7-8, 2009, Revised Selected Papers. IFIP Advances in Information and Communication Technology, vol. 316. Springer, Heidelberg (2010)Google Scholar
  16. 16.
    Lieberman, H., Paternò, F., Wulf, V. (eds.): End User Development. Springer, Dordrecht (2006)Google Scholar
  17. 17.
    Manoharan, A., Carrizales, T.J.: Technological equity: an international perspective of e-government and societal divides. Electron. Gov. Int. J. 8(1), 73–84 (2011)Google Scholar
  18. 18.
    Money, A., Lines, L., Fernando, S., Elliman, A.: E-government online forms: design guidelines for older adults in Europe. Univ. Access Inf. Soc. 10(1), 1–16 (2011)CrossRefGoogle Scholar
  19. 19.
    Mørch, A.I., Zhu, L.: Component-based design and software readymades. In: Dittrich, Y., et al. (eds.) End-User Development: 4th International Symposium, IS-EUD 2013, Copenhagen, Denmark, June 10–13, 2013, pp. 278–283. Springer, Heidelberg (2013)Google Scholar
  20. 20.
    Rasmussen, J., Pejtersen, A., Goodstein, L.P.: Cognitive Systems Engineering. Wiley, New York (1994)Google Scholar
  21. 21.
    Resmini, A., Rosati, L.: Pervasive Information Architecture: Designing Cross-Channel User Experiences, 1st edn. Morgan Kaufmann Publishers Inc., San Francisco (2011)Google Scholar
  22. 22.
    Salhofer, P., Stadhofer, B.: Semantic MDA for e-government service development. In: Proceedings of the 45th Hawaii International Conference on System Sciences (HICSS 2012), pp. 2189–2198. IEEE Computer Society (2012)Google Scholar
  23. 23.
    Stanton, N.A., Salmon, P.M., Jenkins, D.P., Walker, G.H.: Human Factors in the Design and Evaluation of Control Room Operations. Taylor & Francis, Boca Raton (2010)Google Scholar
  24. 24.
    Stevens, G., Pipek, V., Wulf, V.: Appropriation infrastructure: mediating appropriation and production work. J. Organ. End User Comput. (JOEUC) 22(2), 58–81 (2010)CrossRefGoogle Scholar
  25. 25.
    Stevens, G., Quaisser, G., Klann, M.: Breaking it up: an industrial case study of component-based tailorable software design. In: Lieberman, H., et al. (eds.) End User Development, pp. 269–294. Springer, Netherlands, Dordrecht (2006)CrossRefGoogle Scholar
  26. 26.
    United Nations: E-Government Survey 2012 – E-Government for the People. United Nations, New York (2012).
  27. 27.
    Valtolina, S., Barricelli, B.R., Ariano, F., Padula, M., Scala, P.L.: Knowledge management for designing business workflows through semantic compositions of web services. Int. J. Knowl. Learn. 8(1–2), 62–85 (2012)CrossRefGoogle Scholar
  28. 28.
    Winckler, M., Bernhaupt, R., Pontico, F.: Challenges for the development of user interface pattern languages: a case study on the e-government domain. Int. J. WWW/Internet 8(2), 59–84 (2010)Google Scholar

Copyright information

© Springer International Publishing AG 2017

Authors and Affiliations

  • Stefano Valtolina
    • 1
  • Barbara Rita Barricelli
    • 1
  • Daniela Fogli
    • 2
  • Sergio Colosio
    • 3
  • Chiara Testa
    • 3
  1. 1.Dip. di InformaticaUniversità degli Studi di MilanoMilanItaly
  2. 2.Dip. di Ingegneria dell’InformazioneUniversità degli Studi di BresciaBresciaItaly
  3. 3.Settore Informatica e Smart CityComune di BresciaBresciaItaly

Personalised recommendations