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The importance of public service delivery for improving the relationship between governments and their citizens has been recently recognized as a major challenge for e-Government research. In this paper, we propose a new reference model and an associated governance methodology where citizens' opinions directly impact the service delivery decision-making process. Our proposal supports iterative development of public services; starting from abstract citizen needs, and subsequently aligning them with the strategy of public bodies, laws and regulations through a stepwise process of reconciliation and refinement until they can be modeled, simulated, and evaluated. © 2011 Springer-Verlag.

This paper describes a methodology for the participatory design of services in the public sector. The stakeholders participating in the design include three major players, the public which uses the service, the government body which sponsors and finances the service, and the organization (government or third party) that delivers the service. We propose a method for a) gathering the - possibly conflicting - requirements for a service from the three stakeholders, b) representing the design alternatives and their levels of requirement satisfaction, and c) generating a simulation model of the service delivery process for the different design alternatives. The method is illustrated by a practical example based on a real government service. © 2010 Springer-Verlag.