Lex van Velsen Thea van der Geest Marc J. ter Hedde Wijnand Derks Engineering User Requirements for e-Government Services: A Dutch Case Study. 243-254 2008 EGOV http://dx.doi.org/10.1007/978-3-540-85204-9_21 conf/egov/2008 db/conf/egov/egov2008.html#VelsenGHD08