THE ANATOMY OF A PERSONAL SERVICE: THE EIGHT DIMENSIONS OF 'PERSONAL'

Jeroen van Grondelle; Marlies van Steenbergen; Aletta Smits; Tijs Timmerman; Koen van Turnhout; Harald Pol

doi:10.18690/um.fov.6.2023

THE ANATOMY OF A PERSONAL SERVICE: THE EIGHT DIMENSIONS OF 'PERSONAL'

Vertaalde titel van de bijdrage: De Anatomie van een Persoonlijke Dienst: de Acht Dimensie van 'Persoonlijk'

Jeroen van Grondelle, Marlies van Steenbergen, Aletta Smits, Tijs Timmerman, Koen van Turnhout, Harald Pol

Onderzoeksoutput: Paper › Academic

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Digitalization enables public organizations to personalize their services, tuning them to the specific situation, abilities, and preferences of the citizens. At the same time, digital services can be experienced as being less personal than face-toface contact by citizens. The large existing volume of academic literature on personalization mainly represents the service provider perspective. In contrast, in this paper we investigate what makes citizens experience a service as personal. The result are eight dimensions that capture the full range of individual experiences and expectations that citizens expressed in focus groups. These dimensions can serve as a framework for public sector organizations to explore the expectations of citizens of their own services and identify the areas in which they can improve the personal experiences they offer.

Vertaalde titel van de bijdrage	De Anatomie van een Persoonlijke Dienst: de Acht Dimensie van 'Persoonlijk'
Originele taal-2	English
Pagina's	1-13
Aantal pagina's	13
DOI's	https://doi.org/10.18690/um.fov.6.2023
Status	Published - 1 jun. 2023
Extern gepubliceerd	Ja
Evenement	36th Bled eConference Digital Economy and Society: The Balancing Act for Digital Innovation in Times of Instability - Slovenia, Slovenia Duur: 25 jun. 2023 → 28 jun. 2023 https://bledconference.org/conference-programme/

Conference

Conference	36th Bled eConference Digital Economy and Society: The Balancing Act for Digital Innovation in Times of Instability
Land/Regio	Slovenia
Periode	25/06/23 → 28/06/23
Internet adres	https://bledconference.org/conference-programme/

Keywords

persoonlijke service
digitalisering
publieke organisaties

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10.18690/um.fov.6.2023Licentie: CC BY

The Anatomy of a Personal Service (Van Grondelle et al., 2023)Final published version, 303 KBLicentie: CC BY

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abstract = "Digitalization enables public organizations to personalize their services, tuning them to the specific situation, abilities, and preferences of the citizens. At the same time, digital services can be experienced as being less personal than face-toface contact by citizens. The large existing volume of academic literature on personalization mainly represents the service provider perspective. In contrast, in this paper we investigate what makes citizens experience a service as personal. The result are eight dimensions that capture the full range of individual experiences and expectations that citizens expressed in focus groups. These dimensions can serve as a framework for public sector organizations to explore the expectations of citizens of their own services and identify the areas in which they can improve the personal experiences they offer.",

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van Grondelle, J, van Steenbergen, M, Smits, A, Timmerman, T, van Turnhout, K & Pol, H 2023, 'THE ANATOMY OF A PERSONAL SERVICE: THE EIGHT DIMENSIONS OF 'PERSONAL'', Paper gepresenteerd op 36th Bled eConference Digital Economy and Society: The Balancing Act for Digital Innovation in Times of Instability, Slovenia, 25/06/23 - 28/06/23 blz. 1-13. https://doi.org/10.18690/um.fov.6.2023

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AU - van Turnhout, Koen

AU - Pol, Harald

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AB - Digitalization enables public organizations to personalize their services, tuning them to the specific situation, abilities, and preferences of the citizens. At the same time, digital services can be experienced as being less personal than face-toface contact by citizens. The large existing volume of academic literature on personalization mainly represents the service provider perspective. In contrast, in this paper we investigate what makes citizens experience a service as personal. The result are eight dimensions that capture the full range of individual experiences and expectations that citizens expressed in focus groups. These dimensions can serve as a framework for public sector organizations to explore the expectations of citizens of their own services and identify the areas in which they can improve the personal experiences they offer.

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THE ANATOMY OF A PERSONAL SERVICE: THE EIGHT DIMENSIONS OF 'PERSONAL'

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