Seminario 6 How to measure benefits and the impact of Government Online

1. Seminario 6 How to measure benefits and the impact of Government Online

2. 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

3. Among the objectives of e-government four are of paramount importance and of relevance here: • 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.

4. How does one evaluate the impact and benefit of providing efficient government management of information to the citizen? • 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

6. How does one evaluate the impact and effect of providing better service delivery to citizensto the citizen? • Greater use of e-services • Number of online transactions increases • Quality of Feedback from Users • Health care in Oman • Single Sign-on

9. How does one evaluate the impact and effect of providing improved access and outreach of informationto the citizen? • 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

10. Colombia’s Infrastructure Data for 2006 for ITU Per 100 inhabitants

11. WebTrends Analytics is a Web analytics tool which collects and presents information about user behavior on web sites. It collects data from Web serverlog 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.

14. How does one evaluate the impact and effect of empowering the people through participatory decision makingto the citizen? • Create an online space for citizen discussion • Quality of Citizen Interaction on Policy Issues • Quantity of Citizen participating on online discussion forum

16. 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

17. 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

18. 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

19. 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