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

Lex Stefan van Velsen, Thea van der Geest, M.J. ter Hedde, Wijnand Derks

Research output: Contribution to journalArticleAcademicpeer-review

98 Citations (Scopus)
26 Downloads (Pure)


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.
Original languageEnglish
Pages (from-to)477-486
Number of pages10
JournalGovernment information quarterly
Issue number3
Publication statusPublished - 2009


  • Requirements Engineering
  • User centered design
  • E-Services
  • E-Government


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