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••• 12 What users really want A user survey was organised that focused on the four scenarios. It took place in autumn 2010. Th e survey approached a total of 3,000 persons in three Member States: these were Austria, the Netherlands, and Sweden. Its aim was to investigate the reaction of users to these new types of services. Up to two-thirds of the users in the sample clearly welcomed the ‘stolen valuables’ and ‘working abroad’ scenarios. A majority was also in favour of the ‘studying abroad’ and ‘pandemic fl u’ applications, although the responses to these two scenarios were more moderate. Th e adoption intentions – based on an adoption index for the four scenarios – were respectively 72.04 (1), 61.77 (2), 69.6 (3), and 61.89 (4). Th e respondents’ intention to adopt these types of applications varied according to their demographics, their individual psychological attributes, and their contexts. Individuals’ orientations in terms of their attitudes towards innovation and their level of trust in the internet aff ects their intentions to adopt. In general, the benefi ts of adopting new Gov 2.0 based applications cited most oft en by the survey respondents, were time savings, fl exibility, convenience, simplifi ed service delivery and being better informed. Two-thirds of the students and professionals questioned perceived these fi ve diff erent aspects of new Web 2.0-based ways of off ering (public) service delivery as providing added-value. Th e most important feature of these Web 2.0 applications is the fact that a person can handle all the necessary formalities by using a single application. Although user needs diff er from one application to another, the most essential features of such a service perceived by the survey respondents related either to user service friendliness 4 or to convenient information provision 5 . 4 User service friendliness is described as the capacity to handle all formalities – from both public and private service providers - using a single application and being guided pro-actively through all the necessary actions. 5 Convenient information provision means being able to obtain personalised information, with government information and services also being ready-to-hand.
Th ese essential characteristics correspond directly with the respondents’ perceived benefi ts of time savings, improved fl exibility and convenience, being better informed, and being able to access simplifi ed processes of service delivery. Personalisation and pro-activity were high on people’s list of requirements whereas multi-channel access seemed less essential. Sharing information through user groups and communities was mentioned as a top three feature by only 16% of the respondents. As far as future conditions for the development of Gov 2.0 are concerned, more than half of the people in the sample target groups were convinced that public agencies should collaborate with private actors to enable better information and service delivery. Th ere was a strong belief that – in order to develop new user-oriented service applications – public agencies will have to open up and exchange their data with other public and private actors. At the same time, according to at least one out of three respondents, third party involvement in the development and provision of public service delivery applications implies increased privacy risks. Half of the survey’s user sample stated that government agencies should make use of social media platforms more actively, while only a quarter was convinced that information posted by fellow Internet users is more useful than offi cial government web applications. According to the platform analysis provided by this user survey, new Web 2.0 based models of public service delivery that are developed by government agencies in co-production with third parties certainly have the potential to better meet user needs and, accordingly, to be adopted by a signifi cantly high proportion of today’s online citizens. 13 •••
Page 1 and 2: User expectations of a life events
Page 3 and 4: Authors Deloitte Consulting Patrick
Page 5 and 6: Foreword Th e Digital Agenda for Eu
Page 7 and 8: Three core concepts Life events are
Page 9 and 10: �� Single strategies (i.e., por
Page 11: Th e four scenarios are: 1 Stolen v
Page 15 and 16: By leading by example, government s
Page 17 and 18: private sector to provide end servi
Page 19 and 20: Costs and gains: Gov 2.0 is conceiv
Page 21: Other mechanisms which will facilit
Page 24: ICT for Government and Public Servi

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