The services interaction framework: A framework to classify and manage public encounters

Abstract

Public service interactions between governments and users are more complex than existing frameworks suggest. While current literature focuses predominantly on functional, isolated, task-driven encounters, this paper argues that real-world user journeys encompass a broader range of interaction types. We synthesize concepts and results from studies in digital government and public administration research and develop the Service Interaction Framework, which proposes that service interactions are driven by a core delivery goal (obtaining information or completing a transaction) but regularly involve additional facilitative, supportive, and after-care interactions. The framework categorizes interactions across six types: trigger, orientation, routing, information, transaction, follow-up, and exit. We further identify six archetypal user journey variations; simple, broken, split, staggered, non-linear, and supported. These are illustrated with examples from the Netherlands. The framework has significant implications for channel management and user journey design, calling for approaches that extend beyond core task completion to encompass the full spectrum of touchpoints.