Ensuring the Accessibility and Applicability of EGovernment Programs A Guide For Discussion, Trainin

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Ensuring the Accessibility and Applicability of
E-Government Programs A Guide For Discussion,
Training, And Strategic Programme
Planning(Generic Version)Dated 15 June 2003
http//www.pecc.org/edupact
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What Exactly Is Accessibility?

• Standard English Definitions Include
• Easy to get along with or talk to
• Easily Obtained
• Capable of being read with comprehension
• All of these factors have relevance for
  E-government offerings

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What then is Applicability?

• The Creation Of On-line Services And Resources
  That Are Needed By People In The Community
• The Core Of The Customer-centric Approach To
  E-government
• The Factor That Makes E-government A True Service
  To The Community

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An Overview of Why We Care about AA

• They Define The Usability Of The E-government
  Offerings
• They Define The Cost-effectiveness Of The
  E-government Offerings
• They Define The Expandability Of All Government
  Services In Both The On-line And Off-line Areas.
• They Improve Your Image.

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Four Steps to AA Advancement Before You Go Public

• Determine, And Prioritize, The Customers
  Questions.
• Review Initial Programme Proposals In Light Of
  Customer Needs.
• Determine Who Where Your Partners Are.
• Test Your Services.. And Then
• Test Again.

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Create youre AA Checklist

• Every Public Office should
• Set Standards of Service 
• Be Open and Provide Full Information 
• Consult and Involve 
• Encourage Access and the Promotion of Choice 

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Checklist Continued

• Treat All Fairly 
• Put Things Right When They Go Wrong 
• Use Resources Effectively 
• Innovate and Improve 
• Work with Partners both Public and Private 

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Product of Checking All the Boxes in the Checklist

• Programmes which have
• Proactive, outward driven policy processes with
  high stakeholder and public engagement
• A clear approach to defining the 'public
  interest' in terms of customer needs
• Ministers who are involved in structured process
  of customer identification and management
• Ministers and officials at all levels seeking to
  foster a team approach to understanding and
  meeting customer needs
• Closely managed partnerships and exchanges with
  external organizations

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Also Important in the AA drive

• Sharing of definition and information about
  customer segments across divisions
• management of different methods of communicating
  and transacting with customers, e.g. telephone,
  web, paper, face-to-face
• e-government projects are embedded in wider
  transformational projects

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Additional Resources

• The Self-Help Tool
• The Reading Guide
• The EduPACT Alliance
• Others on the Web and In Public Service

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• Questions can be directed to
• Course Director ()
• _at_
• EduPACT Director Janet Pearce Stenzel
• ptiif_at_pecc.org