Digitalization enables public organizations to personalize their services, tuning them to the specific situation, abilities, and preferences of the citizens. At the same time, digital services can be experienced as being less personal than face-to-face contact by citizens. The large existing volume of academic literature on personalization mainly represents the service provider perspective. In contrast, in this paper we investigate what makes citizens experience a service as personal. The result are eight dimensions that capture the full range of individual experiences and expectations that citizens expressed in focus groups. These dimensions can serve as a framework for public sector organizations to explore the expectations of citizens of their own services and identify the areas in which they can improve the personal experiences they offer.
MULTIFILE
From the article: "To extend the lifetime of products, an agent is connected to the product. This agent has several roles. It depends on the phase of the lifecycle what these roles will be. One of the roles in the usage or recycling phase is to negotiate for buying spare parts in case a part of the product is broken. The same agent can also decide to offer spare parts to other agents to reuse working parts of a broken product. To accomplish this idea, a marketplace for agents has to be set up, where the auctions can take place. To support this concept, blockchain technology has been used. Blockchains are a new type of technology, known from bitcoins, but there are other cases where blockchains can be used. Blockchain is known for its decentralisation, transparency and for making trustful transactions. In this paper the working of different types of blockchains will be briefly explained and determined if they can be useful for online auctions by agents. A prototype of the marketplace using blockchains has been built."
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