Beyond substantive goals: a framework for under- standing citizens’ needs and goals in bureaucratic encounters

HIGHLIGHTS

• who: NEdelmann from the (UNIVERSITY) have published the research: Beyond Substantive Goals: A Framework for Under- standing Citizensu2019 Needs and Goals in Bureaucratic Encounters, in the Journal: (JOURNAL)

SUMMARY

And background As citizens` interactions with government increasingly occur online (European Commission 2019), it is now more important than ever to understand what citizens look for in these encounters. Citizens` needs and goals may influence their approaches to these encounters, with significant implications for the design of government systems and services. This paper focuses on what, Goodsell calls "bureaucratic encounters" (BEs) (Goodsell 2018, 1981 . . .

 



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