Transcript Diapositiva 1

Seminario 6
How to measure benefits and the impact of Government Online
Material elaborado por:
Richard Kerby
Inter-regional Advisor on E-Government
UN DESA
Para el Programa Gobierno en línea del
Ministerio de Comunicaciones
Ciclo de Seminarios
Cursos Prepárese 2008 para servidores públicos
Among the objectives of e-government four are of paramount
importance and of relevance here:
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Efficient government management of information to the citizen;
Better service delivery to citizens;
Improved access and outreach of information; and
Empowerment of the people through participatory decision making.
How does one evaluate the impact and benefit of
providing efficient government management of
information to the citizen?
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Reduction in requesting information by phone or mail
Reduction in requesting clarification of information
“How do I do that” – Online help tools
Online Chat Sessions
Audio/video conferencing
Life Cycle
Feedback from Citizens through online evaluation forms
How does one evaluate the impact and effect of
providing better service delivery to citizens to the
citizen?
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Greater use of e-services
Number of online transactions increases
Quality of Feedback from Users
Health care in Oman
Single Sign-on
How does one evaluate the impact and effect of providing
improved access and outreach of information to the citizen?
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Creation of online User Profiles
Marketing to focus groups
TV, radio, magazines, brochures, posters, etc.
Increase Internet Penetration within the country
Use of Web Tools such as: WebTrends Analytics
Colombia’s Infrastructure Data for 2006 for ITU
Per 100 inhabitants
Telephone
Lines
Mobile
PCs
Internet
Broadband
17
64.31
4.15
14.49
1.36
WebTrends Analytics is a Web analytics tool which collects and presents
information about user behavior on web sites. It collects data from Web
server log files augmented with information from client-side scripts, presents
results through a graphic user interface, and can present a large variety of
data and analyses on many different kinds of web sites. The report
presentation interface is highly configurable, allowing the administrator to
select specific information to present. It has a large number of configuration
parameters, and requires the administrator to understand HTTP and other
Web technologies in detail. WebTrends Analytics can require considerable
resources and governance for web sites with high traffic.
How does one evaluate the impact and effect of empowering
the people through participatory decision making to the
citizen?
• Create an online space for citizen discussion
• Quality of Citizen Interaction on Policy Issues
• Quantity of Citizen participating on online discussion forum
Singapore Promotion of Marriage and Procreation
Feedback from Discussion Forum
• Lack of Opportunity to Socialize
• Marriage Delays due to Financial Constraints
• High Cost of Raising Children
• Lack of Suitable Child Care Arrangements
• Restriction of Child Care Subsidies
Singapore Promotion of Marriage and Procreation
Result of Feedback was changes in Policies:
• Introduction of Baby Bonus Scheme
• Allow young couples to pay down payment in two phases
• Build more hostels to increase socializing among the youth
• Greater availability and affordability of Child Care Centers
• Introduction of Third Child Paid Maternity Leave
Conclusions
Marketing of e-services and e-solutions to increase their use and
effectiveness
Provide evidence that citizen interaction and participation leads to
changes in policies and regulations
Use web tools to monitor and identify trends
Treat your citizen as a customer
Review both quantitative and qualitative outputs
Material elaborado por:
Richard Kerby
Inter-regional Advisor on E-Government
UN DESA
Para el Programa Gobierno en línea del
Ministerio de Comunicaciones
Ciclo de Seminarios
Cursos Prepárese 2008 para servidores públicos