Digital Agenda for Europe
A Europe 2020 Initiative

Put User in the Centre for Services - A reference model

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This report is about us, us all as users of services throughout our lives. We have in the "e"-world seen many traditional services been moved to the electronic and connected world, but too often only the medium is changed from paper to electronic whilst the service both regarding the offering and back-office functions of the service provider is unchanged. The core of the report is to illustrate if it is possible to have a more user-centric service convergence view on the architecture of interconnected services.