Identifying Design Principles for Proactive Public Services in the Netherlands

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Abstract

The quality of governmental service provision can be increased by raising the level of proactivity of public services, however only few best practices have been identified. This master thesis will try to fill this gap by developing a framework of design principles for proactive public services in the Netherlands. Case studies of governmental service delivery will be combined with interviews of
information system architects and an academic expert to provide the necessary information for the development of a mock-up of a public service with a raised level of proactivity. The design science framework of (Hevner et al., 2004) will be combined with the Principle-Based Design methodology of (Bharosa & Janssen, 2015) in order to extract principles from the design process. The main contribution of this thesis will be the developed framework of design principles for proactive public service design in the Netherlands, which could guide governmental organizations in raising the level of proactivity of their public services.