@inproceedings{skaarup:hal-04175108,
  TITLE = {{Beyond Substantive Goals -- A Framework for Understanding Citizens Need and Goals in Bureaucratic Encounters}},
  AUTHOR = {Skaarup, S{{\o}}ren},
  URL = {https://inria.hal.science/hal-04175108},
  NOTE = {Part 2: Digital Services and Open Government},
  BOOKTITLE = {{20th International Conference on Electronic Government (EGOV)}},
  ADDRESS = {Granada, Spain},
  EDITOR = {Hans Jochen Scholl and J. Ramon Gil-Garcia and Marijn Janssen and Evangelos Kalampokis and Ida Lindgren and Manuel Pedro Rodr{\'i}guez Bol{\'i}var},
  PUBLISHER = {{Springer International Publishing}},
  SERIES = {Electronic Government},
  VOLUME = {LNCS-12850},
  PAGES = {86-102},
  YEAR = {2021},
  MONTH = Sep,
  DOI = {10.1007/978-3-030-84789-0\_7},
  KEYWORDS = {Citizen-government interaction ; Digitalization ; Theory-building ; Digital services ; Needs and goals},
  PDF = {https://inria.hal.science/hal-04175108/file/516887_1_En_7_Chapter.pdf},
  HAL_ID = {hal-04175108},
  HAL_VERSION = {v1},
}