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Leslie Budd and Anthony Meehan

EGOV4U E-Government for You: CIP ICT PSP Pilot B Grant 250509 Work Package 7: Impact Evaluation Evaluating the impact of Multi-channel eGovernment services tackling disadvantage and social exclusion in the cities of Milton Keynes, Dublin, Reykjavik, Rijeka and the island of Malta.

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Leslie Budd and Anthony Meehan

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  1. EGOV4UE-Government for You: CIP ICT PSP Pilot B Grant 250509Work Package 7: Impact EvaluationEvaluating the impact of Multi-channel eGovernment services tackling disadvantage and social exclusion in the cities of Milton Keynes, Dublin, Reykjavik, Rijeka and the island of Malta. Leslie Budd and Anthony Meehan ePractice Workshop on ‘Efficiency and Effectiveness’ - Brussels 2011

  2. Problem of Evaluation • Evaluation of ‘efficiency’ and ‘effectiveness’ of eGovernment projects tackling disadvantage and social exclusion remains problematic. • One key reason is that each ‘local’ social, political and economic environment features distinctive goals and complex dynamics and interactions that make it a challenge to identify significant but indirect or partial impacts in a way that links them causally to the existence of the intervention. • EGOV4U Impact Evaluation Framework (IEF) addresses this problem by identifying a generic high-level impact objective common to eGovernment/eInclusion initiatives addressing disadvantage and social exclusion. ePractice Workshop on ‘Efficiency and Effectiveness’ - Brussels 2011

  3. ‘Equity’, ‘Effectiveness’ and ‘Efficiency’ • ‘Efficiency’ and ‘Effectiveness’ are defined in relation to attainment of: ‘Equity of access to socio-economic resources that are pre-requisites for sustainable and cohesive communities, and especially in an information economy and society’ • ‘Equity’ looks to treat citizens with equal resources the same (horizontal equity) and to treat citizens with unequal resources differently (vertical equity). Efficiency Effectiveness Equity ePractice Workshop on ‘Efficiency and Effectiveness’ - Brussels 2011

  4. Equity of Access to Community Resources/Capitals (Transformation Economy) Reputational Capital Human Capital Financial Resources Environmental Capital Organisational Capital Social Capital Infrastructural Capital Economies of Effectiveness and Efficiency Effectiveness Gains • EGOV4U IEF supports distinction between quantitative transaction-based efficiency gains and qualitative transformational gains from effectiveness. Availaility + Usability + Accessibility (Transaction–based Economy) Efficiency Gains Multi-channel e-Service Projects to promote Social Inclusion Needs, Entitlements and Policy Priorities Goals ePractice Workshop on ‘Efficiency and Effectiveness’ - Brussels 2011

  5. Community Resources/Capitals • EGOV4U interprets effectiveness and efficiency of ‘Impact’ in terms of enhanced access to a well-defined set of Resources or ‘Community Capitals’ that: • are capable of ready and meaningful interpretation in diverse contexts • link impact on individuals to impact at a societal level • support comparison and learning between local projects, but also some degree of comparison of projects at national (meso) or international (macro) level • are directly relevant to high-level policy goals aiming to address social exclusion and disadvantage through digital inclusion and e-service projects. • relate to known barriers or obstacles to effective longer-term impact of eGovernment and other e-services • are widely recognised as being positively causally correlated with community and societal well-being and sustainability. ePractice Workshop on ‘Efficiency and Effectiveness’ - Brussels 2011

  6. Community Resources/Capitals • Capitals: • Human: collective knowledge and skills (technology specific and technology independent); • Social: (bonding, bridging, linking); • Organisational: processes; managerial and governance structures of community; • Environmental: digital and non-digital amenities that facilitate co-production of outcomes and impacts; • Infrastructural: ICT and related infrastructure, including ‘back-office’ systems; • Financial: individual and collective financial resources; • Reputational: Trust and recommendation (underpinned by transparency, security, privacy); democratic endorsement. • Taken together, Community Capitals constitute a ‘Habitus’ that bounds the attainment of sustainability and cohesiveness for a community. Effective policy interventions are those that ‘enlarge’ the Habitus. Financial capital Infrastructural capital Human capital HABITUS Reputational capital Organisational capital Social capital Environmental capital ePractice Workshop on ‘Efficiency and Effectiveness’ - Brussels 2011

  7. eGOVERNANCE STRUCTURES & PROCESSES Economies of Effectiveness and Efficiency In pursuing Equity, Effectiveness and Efficiency originate in different economies: ‘transformational’ and ‘transactional’. In the context of multi-channel eGovernment/eInclusion services addressing disadvantage and social exclusion: CREATING PUBLIC VALUE-ADDED eGovernment Services EGOV4U TRANSFORMATIONAL ECONOMIES EGOV4U TRANSACTIONAL ECONOMIES IMPACT EVALUATION FRAMEWORK (IEF) EGOV4U FIELD OF TRANSACTIONS • Transaction economies are associated with aligning internal operational decisions of multi-channel eService providers with service transactions. These economies relate to current or backward-looking perspectives of the organisations they occur in. They are set in relation to the costs of administering or running a provider organisation and are thus closely related to transactions costs. • Transformation economies are associated with strategic decisions over the outputs of the multi-channel eService and responding to and influencing the (democratic) governance and regulatory environment. They tend to be associated with forward-looking perspectives and are set in relation to external goals and transforming the performance and future of the community or society GENERATING SOCIAL INCLUSION Malta ePractice Workshop on ‘Efficiency and Effectiveness’ - Brussels 2011

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