Module 4: Digital Service Delivery-

  1. Online Services and Portals
    • Designing user-friendly online government services.
    • Citizen-centric service delivery.
    • Integrating services across government agencies.
  2. Citizen-Centric Design
    • User experience (UX) principles in government websites and applications.
    • Conducting user research and feedback mechanisms.
    • Design thinking for public service innovation.
  3. Mobile Government and Accessibility
    • The importance of mobile-responsive government services.
    • Ensuring accessibility for all citizens.
    • Mobile app development for government agencies.

Recommended Readings:

  1. Margetts, H., & Dunleavy, P. (2013). The Second Wave of Digital-Era Governance: A Quasi-Paradigm for Government on the Web. Philosophical Transactions of the Royal Society A: Mathematical, Physical and Engineering Sciences.
  2. Nielsen, J., & Loranger, H. (2006). Prioritizing Web Usability. New Riders.
  3. World Wide Web Consortium (W3C) Web Accessibility Initiative. (https://www.w3.org/WAI/)