Engineering User Requirements for e-Government Services: A Dutch Case Study

E-Government services can be made more user-friendly by involving prospective users in the requirements engineering stage. In this paper, we present requirements engineering activities for e-Government services, and demonstrate their effectiveness by means of a case study. We used a combination of interviews with clients and involved service employees, which resulted in a set of requirements covering the different needs of future users. The design based on these requirements was tested with fifteen potential endusers, using rapid prototyping and a cognitive walkthrough. These sessions show that it is crucial to test user requirements with potential end-users to create an e-Service that successfully caters to clients, providing such things as personalization and interoperability in an e-Government setting.