Interaction Design in eGov systems: challenges for a developing country
Resumo
Electronic government (eGov) systems can be fundamental instruments of citizens' access to knowledge. The term eGov emerged from the use of the internet, and – although not limited to it – constitutes an area of research and development whose practitioners face the challenges of the internet as a means of creative implementation of new systems and relationships between government and citizens. Today, we are facing a situation in Brazil that is characterized by vast differences with regard to socioeconomics, culture, geographical region differences as well as access to technology and knowledge. The big challenge to change this reality lies in the search for methods and system designs that facilitate access and support the formation of a digital culture that respects the diversity of our society. Starting from results of a literature research, this article investigates interaction design in eGov systems, pointing out some lessons learned as recommendations for the Brazilian context.
Palavras-chave:
eGov, Human-Computer Interaction, interaction design
Referências
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Becker, S. A. and Nowak, L. L. (2003). Automated support for older adult accessibility of e-government web sites. In dg.o '03: Proceedings of the 2003 annual national conference on Digital government research, pages 1-4. Digital Government Research Center.
Dada, D. (2006). The failure of e-government in developing countries: a literature review. The Electronic Journal on Information Systems in Developing Countries, 26(1):1-10.
DaSilva (2006). DaSilva – O Primeiro Avaliador de Acessibilidade em Portugûes para Websites. Available at: [link]. Last accessed 28/03/2007.
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Dearden, A., Lauener, A., Slack, F., Roast, C., and Cassidy, S. (2006). Make it so! Jean-Luc Picard, Bart Simpson and the design of e-public services. In PDC '06: Proceedings of the ninth conference on Participatory design, pages 67-76, New York, NY, USA. ACM Press.
European Commission, Information Society and Media Directorate-General (2006). Analysis of European target groups related to inclusive eGovernment. Online available at: [link]. Last accessed 07/02/2007.
European Commission, Information Society and Media Directorate-General (2007). About e-Government. Available at: [link]. Last accessed 07/02/2007.
Filgueiras, L., Plinio Aquino, J., Sakai, R., Álvaro Gregório Filho, Torres, C., and Barbarian, I. (2005). Personas como modelo de usuários de serviços de governo eletrônico. In CLIHC ’05: Proceedings of the 2005 Latin American conference on Human-computer interaction, pages 319–324, New York, NY, USA. ACM Press.
Følstad, A., Jørgensen, H. D., and Krogstie, J. (2004). User involvement in e-government development projects. In NordiCHI '04: Proceedings of the third Nordic conference on Human-computer interaction, pages 217-224, New York, NY, USA. ACM Press.
Garcia, A. C. B., Maciel, C., and Pinto, F. B. (2005). A Quality Inspection Method to Evaluate E-Government Sites. In Electronic Government: Internacional Conference, EGOV2005, 4, Copenhagen, Denmark, August, 22-26, 2005. LNCS, Springer, Vol. 3591, pages 198-209.
Gil-Garcia, J. R. and Martinez-Moyano, I. J. (2006). Understanding the evolution of e-government: The influence of systems of rules on public sector dynamics. Government Information Quarterly, In Press, Corrected Proof.
Halstead-Nussloch, R., Konneh, D., and Woodruff, R. (2003). Communities of design practice in electronic government. In CHI '03: CHI '03 extended abstracts on Human factors in computing systems, pages 744-745, New York, NY, USA. ACM Press.
Heeks, R. (2003). Most eGovernment-for-Development Projects Fail: How can Risks be reduced? Available at: [link]. Last acess: 26/03/2007.
Hugo, J. and Day, B. (2001). Business: government, business, HCI, and technological development in south Africa. interactions, 8(4):25-32.
Inglesant, P. and Sasse, M. A. (2005). Situating the transient user: overcoming challenges in the design of e-Government systems. In Proceedings of the INTERACT 2005 Workshop on User involvement in e-Government projects, Rome, September 2005.
Jaeger, P. T. (2003). The importance of accurately measuring the accessibility of the federal electronic government: developing the research agenda. Information Technology and Disabilities E-Journal, 9(1). Available at: [link]. Last accessed 19/03/2007.
Jaeger, P. T. (2004). Beyond Section 508: The spectrum of legal requirements for accessible e-government Web sites in the United States. Journal of Government Information, 30(4):518-533.
Kavanaugh, A., Isenhour, P., Pérez-Quiñones, M. A., and Dunlap, D. (2005). Modeling online participation in local governance. In dg.o2005: Proceedings of the 2005 national conference on Digital government research, pages 63-64. Digital Government Research Center.
Kossak, F., Eßmayr, W., and Winiwarter, W. (2001). Applicability of HCI research to e government applications. In ECIS 2001: Proceedings of the 9th European Conference on Information Systems, Global Co-operation in the New Millennium, Bled, Slovenia, June 27-29, 2001.
Lee, S. M., Tan, X., and Trimi, S. (2005). Current practices of leading e-government countries. Commun. ACM, 48(10):99-104.
Maciel, C. and Garcia, A. C. B. (2006). DemIL: an online interaction language between citizen and government. In WWW '06: Proceedings of the 15th international conference on World Wide Web, pages 849-850, New York, NY, USA. ACM Press.
Marchionini, G. (2003). Birds of a feather session: HCI and usability. In dg.o '03: Proceedings of the 2003 annual national conference on Digital government research, pages 1-3. Digital Government Research Center. Marchionini, G. and Levi, M. (2003). Digital government information services: the Bureau of Labor statistics case. interactions, 10(4):18-27.
Martin, D., Rouncefield, M., and Sommerville, I. (2002). Applying patterns of cooperative interaction to work (re)design: e-government and planning. In CHI '02: Proceedings of the SIGCHI conference on Human factors in computing systems, pages 235-242, New York, NY, USA. ACM Press.
Misra, D. C. (2007). Defining e-government: a citizen-centric criteria-based approach. In Proceedings of the 10th National Conference on e-Governance, February 2-3, 2007, Bhopal, Madhya Pradesh, India.
Müller, H. (2004). eGovernment - Begrife, Stand, Perspektiven. Available at: [link]. Last accessed 07/02/2007.
Nielsen, J. (1993). Usability Engineering. Morgan Kaufmann, San Diego, CA, USA.
Oostveen, A.-M. and van den Besselaar, P. (2004). From small scale to large scale user participation: a case study of participatory design in e-government systems. In PDC 04: Proceedings of the eighth conference on Participatory design, pages 173-182, New York, NY, USA. ACM Press.
Organisation for Economic Cooperation & Development (2001). The Hidden Threat to e-Government (Policy Brief). Available at: [link]. Last accessed 07/02/2007.
Organisation for Economic Cooperation & Development (2003). The E-Government Imperative (OECD E-Government Studies). Available at: [link]. Last accessed 07/02/2007.
Organisation for Economic Cooperation & Development (2007). About OECD. Available at: [link] Last accessed 15/02/2007.
Pimenta, M. S., Castro, T. L., Viero, D. M., Nakayama, L., Friguetto, M., Cavalheiro, A. P., Miletto, E. M., and Borges, R. C. M. (2002). A (in)acessibilidade de sites governamentais. In V Symposium on Human Factors in Computer Systems. Anais do Proceedings of IHC 2002, pages 336–347.
RC (2004). Relatório Consolidado de Oficinas de Planejamento Estratégico do Comitê Executivo do Governo Eletrônico. Gov.br
Robertson, S. P., Achananuparp, P., Goldman, J. L., Park, S. J., Zhou, N., and Clare, M. J. (2005). Voting and political information gathering on paper and online. In CHI '05: CHI '05 extended abstracts on Human factors in computing systems, pages 1753-1756, New York, NY, USA. ACM Press.
Sociedade Brasileira de Computação (2006). Grandes Desafios da Pesquisa em Computação no Brasil – 2006 – 2016. Relatório sobre o Seminário realizado em 8 e 9 de maio de 2006. Available at [link]. Last accessed 19/02/2007.
Scholl, H. J. J. (2006). What can e-commerce and e-government learn from each other? In dg.o '06: Proceedings of the 2006 international conference on Digital government research, pages 454-455, New York, NY, USA. ACM Press.
Singh, S. and Kotzé, P. (2002). Towards a framework for e-commerce usability. In SAICSIT '02: Proceedings of the 2002 annual research conference of the South African institute of computer scientists and information technologists on Enablement through technology, pages 2-10, , Republic of South Africa. South African Institute for Computer Scientists and Information Technologists.
Tambouris, E., Gorilas, S. and Boukis, G. (2001). Investigation of Electronic Government. In Proc. of the 8 Panhellenic Conference on Informatics, pages 367-376.
Tangarife, T. and Mont’Alvão, C. (2005). Estudo comparativo utilizando uma ferramenta de avaliação de acessibilidade para web. In CLIHC ’05: Proceedings of the 2005 Latin American conference on Human-computer interaction, pages 313–318, New York, NY, USA. ACM Press.
United Nations, Department of Economic and Social Affairs (2004). Global E-government Readiness Report 2004: Toward Access for Opportunity. Available at: [link]. Last accessed 07/02/2007
United States General Services Administration (2007). Section 508: The Road to Accessibility. Available at: [link]. Last accessed 28/03/2007.
Vassilakis, C., Laskaridis, G., Lepouras, G., Rouvas, S., and Georgiadis, P. (2003). A framework for managing the lifecycle of transactional e-government services. Telemat. Inf., 20(4):315-329.
W3C Web Accessibility Initiative (2006a). Web Content Accessibility Guidelines. Available at [link]. Last accessed 28/03/2007.
W3C Web Accessibility Initiative (2006b). Policies Relating to Web Accessibility. Available at [link]. Last accessed 28/03/2007.
WebXACT (2004). WebXACT a free online service that lets you test single pages of web content for quality, accessibility, and privacy issues. Available at [link]. Last accessed 28/03/2007.
Wimmer, M. (2001). European Development towards Online One-stop Government: The ”eGOV” Project. In Proceedings of the ICEC2001 Conference.
Zappen, J. P., Adali, S., and Harrison, T. M. (2006). Developing a youth-services information system for city and county government: experiments in user-designer collaboration. In dg.o '06: Proceedings of the 2006 national conference on Digital government research, pages 259-264, New York, NY, USA. ACM Press.
Baranauskas, M.C.C.; Souza, C.S. (2006) Desafio 4 Acesso Participativo e Universal do Cidadão Brasileiro ao Conhecimento. Computação Brasil, Ano VII, n. 23 Setembro/Outubro e Novembro.
Barzelay, M. (2005). Gestão pública na Prática. Entrevista concedida a Cristina Penz em sp.gov, ano 2, número 6, p. 6-11.
Becker, S. A. and Nowak, L. L. (2003). Automated support for older adult accessibility of e-government web sites. In dg.o '03: Proceedings of the 2003 annual national conference on Digital government research, pages 1-4. Digital Government Research Center.
Dada, D. (2006). The failure of e-government in developing countries: a literature review. The Electronic Journal on Information Systems in Developing Countries, 26(1):1-10.
DaSilva (2006). DaSilva – O Primeiro Avaliador de Acessibilidade em Portugûes para Websites. Available at: [link]. Last accessed 28/03/2007.
Dawes, S. S., Pardo, T. A., and Cresswell, A. M. (2004). Designing electronic government information access programs: a holistic approach. Government Information Quarterly, 21(1):3-23.
Dearden, A., Lauener, A., Slack, F., Roast, C., and Cassidy, S. (2006). Make it so! Jean-Luc Picard, Bart Simpson and the design of e-public services. In PDC '06: Proceedings of the ninth conference on Participatory design, pages 67-76, New York, NY, USA. ACM Press.
European Commission, Information Society and Media Directorate-General (2006). Analysis of European target groups related to inclusive eGovernment. Online available at: [link]. Last accessed 07/02/2007.
European Commission, Information Society and Media Directorate-General (2007). About e-Government. Available at: [link]. Last accessed 07/02/2007.
Filgueiras, L., Plinio Aquino, J., Sakai, R., Álvaro Gregório Filho, Torres, C., and Barbarian, I. (2005). Personas como modelo de usuários de serviços de governo eletrônico. In CLIHC ’05: Proceedings of the 2005 Latin American conference on Human-computer interaction, pages 319–324, New York, NY, USA. ACM Press.
Følstad, A., Jørgensen, H. D., and Krogstie, J. (2004). User involvement in e-government development projects. In NordiCHI '04: Proceedings of the third Nordic conference on Human-computer interaction, pages 217-224, New York, NY, USA. ACM Press.
Garcia, A. C. B., Maciel, C., and Pinto, F. B. (2005). A Quality Inspection Method to Evaluate E-Government Sites. In Electronic Government: Internacional Conference, EGOV2005, 4, Copenhagen, Denmark, August, 22-26, 2005. LNCS, Springer, Vol. 3591, pages 198-209.
Gil-Garcia, J. R. and Martinez-Moyano, I. J. (2006). Understanding the evolution of e-government: The influence of systems of rules on public sector dynamics. Government Information Quarterly, In Press, Corrected Proof.
Halstead-Nussloch, R., Konneh, D., and Woodruff, R. (2003). Communities of design practice in electronic government. In CHI '03: CHI '03 extended abstracts on Human factors in computing systems, pages 744-745, New York, NY, USA. ACM Press.
Heeks, R. (2003). Most eGovernment-for-Development Projects Fail: How can Risks be reduced? Available at: [link]. Last acess: 26/03/2007.
Hugo, J. and Day, B. (2001). Business: government, business, HCI, and technological development in south Africa. interactions, 8(4):25-32.
Inglesant, P. and Sasse, M. A. (2005). Situating the transient user: overcoming challenges in the design of e-Government systems. In Proceedings of the INTERACT 2005 Workshop on User involvement in e-Government projects, Rome, September 2005.
Jaeger, P. T. (2003). The importance of accurately measuring the accessibility of the federal electronic government: developing the research agenda. Information Technology and Disabilities E-Journal, 9(1). Available at: [link]. Last accessed 19/03/2007.
Jaeger, P. T. (2004). Beyond Section 508: The spectrum of legal requirements for accessible e-government Web sites in the United States. Journal of Government Information, 30(4):518-533.
Kavanaugh, A., Isenhour, P., Pérez-Quiñones, M. A., and Dunlap, D. (2005). Modeling online participation in local governance. In dg.o2005: Proceedings of the 2005 national conference on Digital government research, pages 63-64. Digital Government Research Center.
Kossak, F., Eßmayr, W., and Winiwarter, W. (2001). Applicability of HCI research to e government applications. In ECIS 2001: Proceedings of the 9th European Conference on Information Systems, Global Co-operation in the New Millennium, Bled, Slovenia, June 27-29, 2001.
Lee, S. M., Tan, X., and Trimi, S. (2005). Current practices of leading e-government countries. Commun. ACM, 48(10):99-104.
Maciel, C. and Garcia, A. C. B. (2006). DemIL: an online interaction language between citizen and government. In WWW '06: Proceedings of the 15th international conference on World Wide Web, pages 849-850, New York, NY, USA. ACM Press.
Marchionini, G. (2003). Birds of a feather session: HCI and usability. In dg.o '03: Proceedings of the 2003 annual national conference on Digital government research, pages 1-3. Digital Government Research Center. Marchionini, G. and Levi, M. (2003). Digital government information services: the Bureau of Labor statistics case. interactions, 10(4):18-27.
Martin, D., Rouncefield, M., and Sommerville, I. (2002). Applying patterns of cooperative interaction to work (re)design: e-government and planning. In CHI '02: Proceedings of the SIGCHI conference on Human factors in computing systems, pages 235-242, New York, NY, USA. ACM Press.
Misra, D. C. (2007). Defining e-government: a citizen-centric criteria-based approach. In Proceedings of the 10th National Conference on e-Governance, February 2-3, 2007, Bhopal, Madhya Pradesh, India.
Müller, H. (2004). eGovernment - Begrife, Stand, Perspektiven. Available at: [link]. Last accessed 07/02/2007.
Nielsen, J. (1993). Usability Engineering. Morgan Kaufmann, San Diego, CA, USA.
Oostveen, A.-M. and van den Besselaar, P. (2004). From small scale to large scale user participation: a case study of participatory design in e-government systems. In PDC 04: Proceedings of the eighth conference on Participatory design, pages 173-182, New York, NY, USA. ACM Press.
Organisation for Economic Cooperation & Development (2001). The Hidden Threat to e-Government (Policy Brief). Available at: [link]. Last accessed 07/02/2007.
Organisation for Economic Cooperation & Development (2003). The E-Government Imperative (OECD E-Government Studies). Available at: [link]. Last accessed 07/02/2007.
Organisation for Economic Cooperation & Development (2007). About OECD. Available at: [link] Last accessed 15/02/2007.
Pimenta, M. S., Castro, T. L., Viero, D. M., Nakayama, L., Friguetto, M., Cavalheiro, A. P., Miletto, E. M., and Borges, R. C. M. (2002). A (in)acessibilidade de sites governamentais. In V Symposium on Human Factors in Computer Systems. Anais do Proceedings of IHC 2002, pages 336–347.
RC (2004). Relatório Consolidado de Oficinas de Planejamento Estratégico do Comitê Executivo do Governo Eletrônico. Gov.br
Robertson, S. P., Achananuparp, P., Goldman, J. L., Park, S. J., Zhou, N., and Clare, M. J. (2005). Voting and political information gathering on paper and online. In CHI '05: CHI '05 extended abstracts on Human factors in computing systems, pages 1753-1756, New York, NY, USA. ACM Press.
Sociedade Brasileira de Computação (2006). Grandes Desafios da Pesquisa em Computação no Brasil – 2006 – 2016. Relatório sobre o Seminário realizado em 8 e 9 de maio de 2006. Available at [link]. Last accessed 19/02/2007.
Scholl, H. J. J. (2006). What can e-commerce and e-government learn from each other? In dg.o '06: Proceedings of the 2006 international conference on Digital government research, pages 454-455, New York, NY, USA. ACM Press.
Singh, S. and Kotzé, P. (2002). Towards a framework for e-commerce usability. In SAICSIT '02: Proceedings of the 2002 annual research conference of the South African institute of computer scientists and information technologists on Enablement through technology, pages 2-10, , Republic of South Africa. South African Institute for Computer Scientists and Information Technologists.
Tambouris, E., Gorilas, S. and Boukis, G. (2001). Investigation of Electronic Government. In Proc. of the 8 Panhellenic Conference on Informatics, pages 367-376.
Tangarife, T. and Mont’Alvão, C. (2005). Estudo comparativo utilizando uma ferramenta de avaliação de acessibilidade para web. In CLIHC ’05: Proceedings of the 2005 Latin American conference on Human-computer interaction, pages 313–318, New York, NY, USA. ACM Press.
United Nations, Department of Economic and Social Affairs (2004). Global E-government Readiness Report 2004: Toward Access for Opportunity. Available at: [link]. Last accessed 07/02/2007
United States General Services Administration (2007). Section 508: The Road to Accessibility. Available at: [link]. Last accessed 28/03/2007.
Vassilakis, C., Laskaridis, G., Lepouras, G., Rouvas, S., and Georgiadis, P. (2003). A framework for managing the lifecycle of transactional e-government services. Telemat. Inf., 20(4):315-329.
W3C Web Accessibility Initiative (2006a). Web Content Accessibility Guidelines. Available at [link]. Last accessed 28/03/2007.
W3C Web Accessibility Initiative (2006b). Policies Relating to Web Accessibility. Available at [link]. Last accessed 28/03/2007.
WebXACT (2004). WebXACT a free online service that lets you test single pages of web content for quality, accessibility, and privacy issues. Available at [link]. Last accessed 28/03/2007.
Wimmer, M. (2001). European Development towards Online One-stop Government: The ”eGOV” Project. In Proceedings of the ICEC2001 Conference.
Zappen, J. P., Adali, S., and Harrison, T. M. (2006). Developing a youth-services information system for city and county government: experiments in user-designer collaboration. In dg.o '06: Proceedings of the 2006 national conference on Digital government research, pages 259-264, New York, NY, USA. ACM Press.
Publicado
30/06/2007
Como Citar
HORNUNG, Heiko; BARANAUSKAS, M. Cecília C..
Interaction Design in eGov systems: challenges for a developing country. In: SEMINÁRIO INTEGRADO DE SOFTWARE E HARDWARE (SEMISH), 34. , 2007, Rio de Janeiro/RJ.
Anais [...].
Porto Alegre: Sociedade Brasileira de Computação,
2007
.
p. 2217-2231.
ISSN 2595-6205.
