Abstract
e-Government services are typically developed by internal service providers, often neglecting the service end user. To address this issue we are exploring the use of co-design and focus on Jordanian Government to Citizens (G2C) e-services. We examined the appropriateness of applying the Repertory Grid (RepGrid) technique in understanding the key cognitive elements of the design process. We show that when used with representative participants, it allows a sufficient flexibility for the research participants to be able to express their own interpretation about a particular topic. Thus, we used this technique to guide our interviews with 19 participants from 3 groups - government staff (service providers), Citizens workers (government entities/service interface), and typical citizens (service users). RepGrid provides structure to a 'one-to-one' interview. Comprehensive lists of requirements were uncovered quantitatively using frequency and average normalised variability (ANV) and qualitatively using the open coding method in the manner of grounded theory. Thirty-nine unique requirements were identified and classified into five categories: Service initiating and scoping, service planning and analysing, service development and deployment, service evaluation and updating, and service usability. The study provides a context-specific evaluation of important requirements that support multiple stakeholders during the design process. The results of this study provide results which have significant implications for service providers, service users, and the service interface (linking service providers and users). In addition to its data gathering potential, RepGrid proved to be a suitable research technique for gathering and analysing qualitative and quantitative data.