Impact of e-Government

1. Impact of e-Government Overview of Paper 3 Gino Verleye UniversityGhent

2. Aim • Pragmatic approach • Makes people think • What & how to measure • Statistical & methodological issues • Comparative methods • Academic & applied cases • Focus on innovative cases • Firm background in ‘historical’ perspective

3. Special features • Open to qualitative & quantitative • Do’s and don’ts with statistics • Pitfalls of benchmarking • End to end example : from conceptual thinking to dynamic reporting

4. 44p: • Part I : Impact definition and previous work • Part II: Good practices in the academic and applied world • Part III: Recommendations and conclusions

5. 44p: • Authors: Gino Verleye, Evika Karamagioli, Pieter Verdegem, Stephen Jenner, Matt Poelmans • Contributors: Emilio Lorenzo, Christine Mahieu, Andrea Velazquez, Mikael Snaprud

6. Content:

7. Definition

8. Impact means: ‘The measurable effect of service Initiatives that make a difference to its users, providers, or society’. In line with Heeks, 2006 Respects Veszprem 2009 conclusion : ‘Every change whether intended or non intended from input to output to outcome to final outcome as seen by stakeholders.

9. Requirements for a practical and useful, valid and scientific impact measurement assessment • Focus on the ‘customer’ • Use qualitative methods • Go for a ‘kpi’ approach • Statistical precision is not linear • Apply statistical inference • Sampling

10. Recent work on impact measurement and reporting: Overview of selected measurement cases. • eGovernment measurement efforts on international level • In the European Sphere • eGep • eUser • Top-of-the-Web • 8thEgov benchmark 2009 • Satisfaction and impact in EU27

11. On a national level • List of projects • Focus on innovation: Citizen satisfaction - The Burger link initiative focus on solving people’s problems focus on life events identifies lack of cooperation between bodies redesign service delivery process

12. Good practices in the academic and applied world

13. UK cases • Businesslink.gov.uk Case Study: helpspeople to succeed in business byprovidingaccess to clear, simple and authoritativeinformation, transactions and support. • the CJS IT Approach to Wider Social Value: articulate and quantify the forecast impact of the CJS IT portfolio on major problems (‘Consequences’) in the Criminal Justice System.

14. UK: Tell Us Once Case Study • transform the way in which people tell Government (both central and local) about changes to their circumstances. • change public services so they more often meet the needs of people and businesses, rather than the needs of government, and by doing so reduce the frustration and stress of accessing them. • the citizen should be able to report changes by the most convenient channel

15. Finaly… • lack of coherent national mechanisms for evaluation in Europe • difficulty to identify non-overlapping targets for measurements and the contributions made by different public agencies in their achievement • further complicated by the legislative and organizational differences among public administrations in different countries and regions mainly because of differences concerning the vision of eGovernment itself in each one of them.