Report: E-service design. Analysis of the state of design of services provided through electronic means and perspectives of their development in Poland.

8/3/2019 Report: E-service design. Analysis of the state of design of services provided through electronic means and perspec

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bcwfdnOnoavwfw em rhc wrorc em bcwfdn

em wc|}fgcw p|e}fbcb rh|esdh

cacgr|enfg kconw onb pc|wpcgrf}cw

em rhcf| bc}caepkcnr fn Peaonb

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Fnwrfrsrc

em Fnbswr|foa

Bcwfdn


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C+wc|}fgc

bcwfdn

Onoavwfw em rhc wrorc em bcwfdn em wc|}fgcw

p|e}fbcb rh|esdh cacgr|enfg kconw

onb pc|wpcgr f}cw em rhcf| bc}caepkcnr fn Peaonb

To|wot


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5/214

Rolac em genrcnrw

Olwr|ogr

Fnr|ebsgrfen ?7

Deoa! wgepc! kofn wes|gcw em rhc |cpe|r onb osrhe|w gekpcrcngcw ?4

?. C+wc|}fgcw bcnfrfen! bfodnewfw onb p|cbfgrfenw


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=. C+wc|}fgc bcwfdn ko|jcr fn Peaonb9 o wegfeaedfgoa aeej ??6

=.?. Fnrc|ncr onb frw swc|w fn Peaonb ?


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4

Olwr|ogr

Rhc rc|k c+wc|}fgc bcwfdn! swcb fn rhc |cpe|rw rfrac! whesab lc snbc|+

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p|ebsgr! thfgh fw gekp|fwcb em wc|}fgcw p|e}fbcb cacgr|enfgoaav! ow tcaa

ow wcrw em |cqsf|ckcnrw onb orr|flsrcw genwrfrsrfnd o lowc me| o gekpacx

c}oasorfen em rhc }oasc emmc|cb lv rhc p|ebsgr on c+wc|}fgc.

On onoaedv me| bcnfnd bcwfdn em wc|}fgcw onb c+wc|}fgcw fw rhc rc|k fnbsw+

r|foa bcwfdn! |caorcb re korc|foa p|ebsgrw! thfgh lcgokc tfbcwp|cob fn rhc |wr

hoam em rhc rtcnrfcrh gcnrs|v. Fn Peaonb fr wp|cob re o ao|dc cxrcnr rhonjw re rhc

Fnwrfrsrc em Fnbswr|foa Bcwfdn.

\cwsarw em rhc ws|}cv em rhc wrorc em c+wc|}fgc bcwfdn fn Peafwh gekponfcw

Rhc lowfw em rhc |cpe|r fw on onoavwfw em rhc |cwsarw em o ws|}cv en rhc c+wc|}fgcw

ko|jcr! gekpcrcngcw onb nccbw em Peafwh gekponfcw fn rhc o|co em fkpackcnrfnd

o nct c+wc|}fgc p|eicgr onb cmmcgrf}cncww em bcwfdnfnd cacgr|enfg wc|}fgcw! thfgh

tow genbsgrcb fn


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8

Rhc |cwsarw em rhc ws|}cv whet rhor c+wc|}fgcw fn Peaonb bc}caep wpenronc+

eswav! b|f}cn lv rhc bc}caepkcnr em bfdfroa fnm|owr|sgrs|c onb fn cksaorfenem me|cfdn weasrfenw. Rhc cmmcgrf}cncww em wsgh ogrfenw me| on snwvwrckorfg

p|egcww fw! fn wekc gowcw! ws|p|fwfndav cmmcgrf}c. Rhfw becw ner! hetc}c|!

kcon rhor wsgh o wgcno|fe tfaa p|e}c frwcam fn oaa gowcw.

Enc cxokpac fw rhc bekcwrfg weasrfen em rhc Oaacd|e.pa osgrfen paorme|k! thfgh

bekfnorcb rhc ko|jcr re wsgh on cxrcnr rhor fr laegjcb rhc cnr|v em rhc dae+

loa rvgeen! cLov. O wfkfao| phcnekcnen kov eggs| fn rhc gowc em Okoyen.gek!

thewc pepsao|frv fn Peaonb fw ner hfdh cnesdh re lcor rhc bekcwrfg gekpcrfre|w9

Ckpfj onb Kc|afn. Enc whesab lc genwgfesw em rhc mogr rhor rhc wpenroncesw bc+

}caepkcnr em o mct acobfnd l|onbw fw ner cnesdh me| rhc genwr|sgrfen em kebc|n

c+wc|}fgc wcgre| fn Peaonb! thfgh! fn e|bc| re gekpcrc tfrh me|cfdn gekponfcw!

kswr bc}caep qsfgjav onb tfrh koxfksk cmmcgrf}cncww.

Rhc |cwsarw em rhc ws|}cv ho}c whetn rhor fn kewr Peafwh gekponfcw fkpackcnr+

fnd c+wc|}fgcw! rhc pc|gcprfen em c+wc|}fgc bcwfdn fn rc|kw em ocwrhcrfgw ow wspc|+

gfoa wrvafyorfen fw bekfnonr! emrcn fn |caorfen ner re rhc cnrf|c wc|}fgc! lsr enav

re enc em frw cackcnrw. Rvpfgoa |cwsarw whet9

cksaorfen em cxfwrfnd weasrfenw onb elwc|}orfen%gepvfnd em gekpcrfre|w?.

p|ebsgrw:

aet |onj em fnne}orfen fn rhc hfc|o|ghv em deoaw onb o dcnc|oa snoto|cncww


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6

Mfds|c ?.

Gekponv epfnfenw en c+wc|}fgc bcwfdn.

Wes|gc9 wcam wrsbv.

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Gekponv nccbw fn rhc o|co em c+wc|}fgc bcwfdn ZN;


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wsppe|r em rhc bc}caepkcnr em nct gekpcrcngcw fn wc|}fgc gekponfcw lv cbsgor+7.

fnd wpcgfoafwrw fn rhc o|co em bcwfdn konodckcnr:p|e}fwfen em snafkfrcb oggcww re bfdfroa wc|}fgcw lv cafkfnorfnd cxgaswfen!2.

g|corfnd gekpcrcngcw em c+wc|}fgc genwskc|w onb fbcnrfmvfnd rhcf| nccbw.

Fn cogh em rhc ole}c o|cow! Peaonb fw or rhc lcdfnnfnd wrodcw em bc}caepkcnr!

rhonjw re thfgh fr how rhc ghongc re b|ot en rhc cxpc|fcngc em ke|c ob}ongcb

gesnr|fcw! onb re g|corc frw etn gehcwf}c wr|orcdv! kcrhebeaedv! reeaw onb g|frc+

|fo me| c}oasorfen em cmmcgrf}cncww onb rhcf| genwfwrcnr fkpackcnrorfen.

Pewfrf}c cxpc|fcngcw em rhc Fnwrfrsrc em Fnbswr|foa Bcwfdn fnbfgorc rhor rhc wfrs+orfen tow wfkfao| fn o ws|}cv me| rhc Kfnfwr|v em Cgenekv fn Kfnfwr|v em Wgfcngc onb Hfdhc| Cbsgorfen! rhc g|corfen em on cbsgorfenoa emmc|

fn rhc o|co em bcwfdn me| pewrd|obsorc wrsbfcw (genbsgrcb lv rhc Fnwrfrsrc em Fn+bswr|foa Bcwfdn redcrhc| tfrh rhc To|wot Wgheea em Cgenekfgw onb Hfdh Wgheea

em Ogobckfgw onb Ies|noafwk fn Peyno&.

Fr oawe |cwsarcb fn rhc g|corfen em o honbleej! r|ofnfnd ges|wcw! te|jwhepw onb

c+aco|nfnd ges|wcw (fnbf}fbsoa jcv p|eicgr po|r em rhc EPFC 3.< Ogrf}frv Bcwfdn

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rsrc em Fnbswr|foa Bcwfdn&! ow tcaa ow rhc g|corfen em wpcgfoafycb cnrfrfcw fn rhc

lswfncww cn}f|enkcnr fnrcnbcb re fkpackcnr rhc wr|orcdv em wsppe|rfnd g|corf}c

fnbswr|fcw (wgfcngc%rcghneaedv po|jw! f.c. Pekc|onfon Wgfcngc onb Rcghneaedv

Po|j! cnrc|p|fwc fngslore|w afjc rhc enc or rhc Cnrc|p|fwc Mesnborfen fn Dbowjonb konv erhc|w&. Ogrf}frv c}oasorfen fnbfgore|w swcb lv rhc Fnwrfrsrc whet rhor

rhc|c fw d|cor percnrfoa fnrc|cwr fn rhc o|co em p|ebsgr bcwfdn fn gekponfcw.


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Report: E-service design. Analysis of the state of design of services provided through electronic means and perspectives of their development in Poland.

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