The citizen pays taxes to the welfare system and is in return given welfare benefits. The citizen can get service and financial support. In this service there is general information for citizens and also information on legislation. Besides services to and communication with the citizens, they need help to fill in application forms, be it physically or through self-service systems.
People have certain expectations of the welfare system, they expect service and they economic support, but if the quality of service becomes a problem to the citizen for getting their economic support, they express themselves with strong feelings. They have feelings about communicating with employees within the welfare system or about the ICT systems, more specific the self-service tools, they "shall" use.
Expression of very strong emotions from the citizens is one of the things that stick out, even now, in my analysis of interviews with 100 citizens about communication with the welfare system. Citizens feel that they "are entitled to benefits" because they have paid their taxes. If the citizens experience that “they are prevented from reaching their goal” ore at least not given the right ore enough support by the service system the citizens sometimes see the system an adversary. When this happens it is due to poor: Information, Communication and Self-service systems.
