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Sirendi, R., Taveter, K.: Bringing service design thinking into the public sector to create proactive and user-friendly public services. In: Nah, F.-H.-H., Tan, C.-H. (eds.) HCIBGO 2016. LNCS, vol. 9752, pp. 221–230. Springer, Cham (2016). https://t.co/a5