Groningen wants opinion of citizens on its e-Services

The Groningen Municipality is teaming up with the University of Groningen to determine if its e-services satisfy citizens’ service expectations. After the online surveys of the City of Kortrijk, a survey on services by Memori in five municipalities in the Kortrijk region and the surveys in Osterholz-Scharmbeck, this is again a Smart Cities initiative on participation, measuring and co-design.

The research focuses on the eLoket; the municipality’s web-portal for e-transactions. The eLoket contains various transactional services, some of which are executed entirely online whereas others retain a huge manual component. The municipality of Groningen devotes considerable effort to consolidating and streamlining the spectrum of services offered, aiming to make the eLoket the single access point for citizens in conducting transactions.

The eLoket is evaluated frequently and extensively within the municipality, but there is little information available on the actual service expectations of citizens. This research attempts to bridge such a gap. By surveying users and non-users of the eLoket, the research will offer insights into:

- How users rate the eLoket: how satisfied they are, and if they would use it again.

- How important are the different aspects of the eLoket: what e-services should the municipality devote its attention in order to make substantial improvements that fulfill citizens’ service expectations.

The research is also invaluable for the University of Groningen and the academic community in general because a model on e-government service satisfaction will be constructed and validated. Such a study would contribute significantly to the existing, albeit limited, pool of knowledge on citizen-centric e-government services.

Data collection is scheduled to begin in May and a comprehensive report can be expected by the end of July.

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Groningen wants opinion of citizens on its e-Services