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A Digital Systems Approach Across eGovernment Services: The Australian Taxation Office and The Health Environment

Authors:
Samantha Papavasiliou
Carmen Reaiche

Keywords: Digital Health; Assistance Seeking; Digital Inclusiveness; Digital Ecosystem; Public Sector.

Abstract:
The public sectors shift to digital first service provision has had a considerable impact on how individuals interact with public sector entities. This research highlights the similar assistance requirements and concerns with different public sector digital services. Evidence for this research is presented through a case study on the Australian Taxation Office and two digital health platforms, MyAgedCare and My Health Record. By understanding the different issues and assistance seeking requirements across the public sector digital services, digital service designers and policy makers can better create services that meet the needs and expectations of users. A primary finding of this research highlights the expectations of users that human interfaces for assistance- seeking are maintained, in order to maximise an individual’s capacity to interact with the system successfully.

Pages: 34 to 39

Copyright: Copyright (c) IARIA, 2020

Publication date: March 22, 2020

Published in: conference

ISSN: 2308-3956

ISBN: 978-1-61208-760-3

Location: Valencia, Spain

Dates: from November 21, 2020 to November 25, 2020