Report to on the user-friendliness and user involvement in the development of e-government services in Denmark Read full summary in English
The e-government user-friendliness requirements are divided into five overall categories: language, design and flow, data and functionality, and accessibility. 1) The objective of the study is to provide an assessment of the authorities’ efforts to ensure that e-government services are user-friendly. The report answers the following questions: - Have the authorities involved the users in the development of the e-government services? - Have the authorities conducted post-launch assessments of the user-friendliness of the e-government services, and do the contracts with the suppliers of the solutions stipulate that improvements of the solutions can be implemented post launch? - Are the e-government services user-friendly, and is the take-up satisfactory? 2) The study included the following five e-government services: - NemID (EasyID – the Danish public sector common digital signature solution), The Danish Agency for Digitisation (the Ministry of Finance); - TastSelv Borger (E-tax self-service), The Danish Customs and Tax Authorities (the Ministry of Taxation); - The Danish electronic land registration system, The Court Administration (the Ministry of Justice); - online notification of change of address, the municipalities; - online application for assistive devices, the municipalities.
- The requirements of the Danish Agency for Digitisation concerning user-friendliness, and test the user-friendliness regularly are only set up for mandatory e-services.
- The public sector is not required to test the user-friendliness of e-government services before they are launched, but Rigsrevisionen sees these tests as effective tools in securing the user-friendliness of online solutions.
- The two municipal services are based on standard IT solutions, which usualy do not allow or limit the tests of user-friendliness of e-government services before they are launched.
- The contracts with the suppliers of the three digital services launched by central government do not include any requirements concerning implementation of on-going enhancements of the user-friendliness of the solutions post launch.
- the guiding principles developed by the Danish Agency for Digitisation, which are aiming to support the authorities’ implementation of the mandatory e-government services, do not address whether the authorities have made assisted digital services available to citizens who are unable to use digital services.
- not all the requirements set for e-government services are available to the public.