Towards Co-creating Getting a Transport Card Integrated Public Service

Abstract

Today, citizens demand personalised and integrated electronic public services that match their exact needs and circumstances regardless of the number of actual public authorities involved. This can be realised by combining research and practice in the fields of integrated public service and service co-creation. The aim of this paper is to understand stakeholders’ views towards providing a co-created, integrated public service in a Greek Region. More specifically, the public service Getting a Transport Card was analysed. This public service is available to low-income, disabled citizens providing them with free or reduced-price transportation. To meet our aim, we conducted structured interviews with citizens, region employees, and policy makers. The results provided us a clearer understanding of stakeholders views regarding system requirements, the role of co-creation, integrated public service governance, interoperability layers (legal, organisational, semantic and technical), and sustainability. These enabled us to formulate a clear usage scenario for a new integrated public service.