Implication of envisioning citizen-centered administrative services

Citizen-centered service design is demanded in Japan but well not achieved, especially in the fields of services provided by national and local governments. In this paper, examples of E-Government and Intelligent Transportation System are first analyzed to figure out the demand for the citizen-centered service design. Then the three case examples of consulting firms that provide human-centered design services are examined to understand how these firms help their clients to realize human-centered design services. Case examples include an academic research institute in the U.K., and two private firms one in the U.S. and one in Japan. Three factors to be considered in realizing citizen-centered service design in Japan are (1) design process(es) in governmental administrative procedure, (2) background of HCD professionals, and (3) relationship between governments and consulting firms.