Improving online government services for low skilled adult users

We propose to improve the quality and usability of online governmental services (eg. filing your taxes online) by using the real world feedback of low skilled adults that use these services. To gather this feedback, we would like to cooperate with teachers that work with these low skilled adults on a daily basis. The main challenge is to not only gather this feedback, but to make sure that it reaches the designers and developers that can make the necessary improvements. Therefore we propose a cooperation between the organisations that teach low skilled adults (Digisterker, Seniorweb and others) and a network of professionals that work for the online government (Gebruiker Centraal). We invite other organizations within the EU to work with us.


We have written a project proposal for this. I am new to interaction with the EU like this, so forgive me if this is nog the right place to post this proposal.


Public Administration Digital interaction


Geplaatst door Andrea Halmos op do, 01/19/2017 - 22:30

Thank you for your proposal. As you indicate, there is a promising potential to deliver high quality public services, by stepping up the involvement of actual users in their design and delivery, and by ensuring feedback for improvement where necessary. Would you have a concrete improved eGovernment service that you could share with us to demonstrate what improvements ave been identified and implemented (before-after)? Thank you.

Als antwoord op door Andrea Halmos

Geplaatst door Edo Plantinga op di, 03/14/2017 - 17:16

Hi Andrea,
Thank you for your response. At the moment the proposal is still just an idea about how to move forward. I can provide many examples of how user feedback was used to improve digital products, but to my knowledge the approach of involving teachers to provide meaningful feedback is novel.