Report on the user-friendliness and user involvement in the development of e-government services in Denmark


Report no. 1/2013

The report addresses user-friendliness and the extent to which users of e-government services are involved in the planning, development and operation of electronic services provided by the public sector.

Based on the Danish Public Accounts Committee’s request, the objective of the study is to assess whether the authorities ensure that e-government services are user-friendly. The report answers the following questions:

  • Have the authorities involved the users in the development of the digital solutions?
  • Have the authorities conducted post-launch assessments of the user-friendliness of the digital  solutions, and do the contracts with the suppliers of the solutions stipulate that improvements of the solutions can be implemented post launch?
  • Are the digital solutions user-friendly, and is the take-up satisfactory?

Rigsrevisionen launched the study in March 2013 at the request of the Public Accounts Committee.

Read the 1st chapter of the report (PDF)