Humanizing E-Government

Humanizing E-Government (EN)

Valerianos, Ioannis Georgios (EL)

Tzafilkou, Aikaterini (EL)

Berberidis, Christos (EL)

Peristeras, Vasileios (EL)

masterThesis

2023-04-05T08:42:50Z

2023-04-05

2023-01-07

In recent years, the digital transformation wave has seen a significant rise, not only in the private sector but also in the public one. The pandemic has led governments to publish a vast amount of digital public services, which in turn, led a large number of citizens to interact with local and central governments through their computers, mobile phones or tablets. Although these services are functional and demonstrate many advantages, there is much discussion regarding their overall user experience. User Experience, usability and accessibility are some terms that people use when viewing a website. However, do they fully grasp their definitions and their importance when building it? Have Governments understood how necessary it is to focus on User Experience elements when building their portals? There are countries that have humanized their portals and their services and have made the user journey very effortless. Is Greece one of those countries? What Greek and foreign users think about the Greek portal and its User Experience? What are the changes that the Greek Government should do in order to improve its portal? Those are some of the questions that will be answered in the next parts of the dissertation. Motivated by the aforementioned, this paper conducts a two-study research approach to examine the users’ perceived User Experience items when interacting with the Greek e-government portal. A quest5ionnaire-based mixed-methods analysis is conducted on a sample of 41 participants to evaluate UX both quantitatively and qualitatively. Then, a mockup version is designed and an observation study is conducted on a sample of 10 participants. The findings revealed that the Greek portal is a very well designed portal in terms of User Experience but it needs some improvements. All changes are shown in the results part of the dissertation. By using those two types of research, many findings were drawn in order the Greek portal to be improved. The findings of this study might be contributing to the improvement of the User Experience elements of the Greek e-government portal. The portal with some changes that are based on this research findings, will be adopted by more people and it would 6 be more user-friendly. All citizens should be able to access easily the portal in order to use all of its important services. The citizen’s satisfaction is very important for the Greek government and one of the reasons that portals are made. (EN)

Digital transformation (EL)

E-government (EL)

English

School of Science and Technology, MSc in e-Business and Digital Marketing

IHU (EN)

Default License

International Hellenic University

Institutional Repository of the International Hellenic University

University Center of International Programmes of Studies (UCIPS)

Master Theses