Original
Citizen‐Centered Public Service Design in Agile Digital Transformation: Insights From Public Mobility Services
Abstract
ABSTRACT The aim of this study is to highlight the critical role of human‐centered design approach as a foundational element in the agile digital transformation of public service design. Grounded in service‐design principles and public‐service logic, it analyses how agencies adopt agile practices and involve stakeholders in co‐design of disrupted municipal public mobility services during Covid 19. Combining a citizen survey, co‐design workshops with officials and user representatives in an Italian city, we find that iterative, participatory cycles help close gaps between service demand and user satisfaction when organizations remain adaptable, stakeholders stay engaged, and technology is aligned with user needs. The findings provide actionable insights for policymakers and practitioners aiming to enhance the usability and effectiveness of public services while contributing to broader discussions on sustainable, citizen‐centric governance.
中文
敏捷数字化转型中以公民为中心的公共服务设计：来自公共出行服务的洞见
摘要
摘要：本研究旨在凸显人本设计方法在公共服务设计敏捷数字化转型中的基础性关键作用。基于服务设计原则和公共服务逻辑，本文分析在新冠疫情（Covid-19）期间，政府机构如何采用敏捷实践并让利益相关者参与遭受冲击的城市公共出行服务的共同设计。结合对意大利某城市公民调查，以及与官员和用户代表开展的共同设计工作坊，我们发现：当组织保持适应性、利益相关者持续参与、技术使用与用户需求相契合时，迭代式、参与式循环有助于弥合服务需求与用户满意度之间的差距。研究结果为旨在提升公共服务可用性和有效性的政策制定者与实践者提供了可操作的启示，同时也有助于推进关于可持续、以公民为中心的治理的更广泛讨论。
关键词
敏捷数字化转型、以人为本的设计、公共服务设计、共同设计、公共出行服务、公民参与、服务满意度