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This paper departs from the notion that user participation and involvement are important factors for IS success. Five case studies portrayed are based on interviews with civil servants employed at different governmental organizations. In line with the findings from the literature, respondents argued that users should be involved early. A number of important lessons was learned by the respondents. The first was to use expectancy management, i.e. keep users informed about developments and motives for certain decisions. Second, employees should use the self-service applications without much support from the HR-departments. A third important aspect is the distinct decision process public organizations deal with.

User Participation and Involvement in the Development of HR Self-service Applications within the Dutch Government1