Requirements engineering for e-Government services: A citizen-centric approach and case study

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 e-Government 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.