Inclusion through proactive public services: Findings from the Netherlands: Classifying and designing proactivity through understanding service eligibility and delivery processes

Nitesh Bharosa, Bas Oude Luttighuis, Flori Spoelstra, Haiko Van Der Voort, Marijn Janssen

Research output: Chapter in Book/Conference proceedings/Edited volumeConference contributionScientificpeer-review

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Abstract

The COVID-19 pandemic highlights the dependence on digital public service delivery in many nations. The intensified use of digital public services also shifted the spotlight to accessibility and reactive design of digital public services. Inspired by the high level of proactivity provided in commercial digital services, policy-makers are looking for guidance on employing the vast amount of (personal) data available at various public agencies to proactively aid citizens during important life events. Proactivity, however, is a very complex multi-level concept with a myriad of case-specific forms and conditions and is not always desired. Moreover, there is little guidance in the literature on how to classify the level of proactivity and design more proactive public services. The objective of this paper is to provide guidance for classifying, understanding, and designing proactivity. Drawing on previous conceptualizations in literature, this paper introduces a proactivity classification framework that is substantiated using empirical cases from the Netherlands. We found that fully proactive services are not always desired or possible due to public service characteristics. The two key variables in this framework - service eligibility and service delivery - were used to propose design principles for increasing public services' proactivity. The principles were validated and prioritized by four public service innovators. Policy-makers looking to enhance inclusivity through service proactivity can start by classifying current services and integrating the design principles in their innovation roadmap.
Original languageEnglish
Title of host publicationProceedings of the 22nd Annual International Conference on Digital Government Research
Subtitle of host publicationDigital Innovations for Public Values: Inclusive Collaboration and Community, DGO 2021
EditorsJooho Lee, Gabriela Viale Pereira, Sungsoo Hwang
PublisherAssociation for Computing Machinery (ACM)
Pages242-251
Number of pages10
ISBN (Electronic)9781450384926
DOIs
Publication statusPublished - 2021
Event22nd Annual International Conference on Digital Government Research: Digital Innovations for Public Values: Inclusive Collaboration and Community, DGO 2021 - Virtual, Online, United States
Duration: 9 Jun 202111 Jun 2021

Publication series

NameACM International Conference Proceeding Series

Conference

Conference22nd Annual International Conference on Digital Government Research: Digital Innovations for Public Values: Inclusive Collaboration and Community, DGO 2021
CountryUnited States
CityVirtual, Online
Period9/06/2111/06/21

Keywords

  • design principles
  • digital government
  • inclusion
  • proactive government
  • Proactive services
  • public service innovation
  • transformation

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