Abstract
The inception of digital services is succeeded with the myriad advancements in ICT that aim to support the growing needs of users and internet-enabled devices. The diversities of these functionalities and digital services are motivated by the presence of dynamic technologies, delivery channels, and diverse user needs in an internet-enabled environment. What appropriate instruments could help to support the collaborative design and create an environment characterized by active knowledge between providers of service and end-users of the service? The co-design is a well-known approach within the design community that utilizes advanced ideas and varied instruments of co-design. This study aimed is how to identify unmet requirements for Government to Citizen (G2C) e-service design and significant ways of achieving the requisite design needs using a suitable design process? Detailed interviews were undertaken with three groups of stakeholders in regards to the service design. This study analyses the data collected using an inductive thematic analysis to analyze qualitative data collected from study participants. This study also explores the patterns resulting from the G2C e-service design process and further establishes the interconnection between the processes in regards to fostering the effectiveness and efficiency of the services.