Nasjonalt innført! Nasjonalt behov? : Eksperter i et innbyggerpanels forventninger og opplevelser til Nasjonal kjernejournal – Et Delphistudie

Abstract

Technology plays a part in nearly every aspect of life. Electronic self-services such as online banking, control of tax returns, or application for construction permits are daily events unfolding online. Health services are coming along, and their last addition is the national medical core journal. Based on numbers that indicate a low utilization, full adoption by the citizens of the solution seems absent. The purpose of this study is to research what expectations and experiences the citizens have to the national medical core journal. The issue for the study is, "What are the most important factors to contribute to increase usage of the core journal among the citizens?" Through the use of a Delphi study, a total of 98 respondents have participated through four repeating questionnaires. Since the core health journal is a public digital service, the results are discussed in the context of a framework for e-government adoption, and expectations-disconfirmation web-customer satisfaction model for measuring user content of web systems. The respondents express a high degree of trust in the authorities, and to the service itself by perceiving it as secure and maintaining their need for privacy. The user friendliness is in high regard, as many experience it being easy to use. The high perceived usefulness of such a service is also a substantial finding. There is reason to assume that certain respondents have had high expectations to the content, and that these expectations have not been met. Yet, this study suggest that those who have understood its true purpose is satisfied with its content. Key words: core journal, citizens, experience, expectations and Delphi method