[...] The key recommendations regarding feedback and redesign cover both strategic and operational approaches. Basically, the recommendations cover the strategic role of feedback, how to obtain it and how to use it. At the strategic level, governments should clearly integrate feedback and co-creation as part of the public service delivery. This includes first of al the identification of clear responsibilities for feedback design and management with the e-government governance structure. Co-creation and early involvement of users should be mainstreamed across all e-government services, so that feedback is not simply devoted to ex-post interventions. But feedback is often hard to obtain precisely by those users that don’t use e-government services. This is why it’s necessary to exploit alternative ways. One of the main recommendations is to systematically involve intermediaries (such as Chambers of Commerce) in the collection of feedback and in the co-design of the services.