What do citizens want

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What do citizens want?

• AOEMA
• Jan Gessin

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e-government for citizens

• Resource guide or handbook with worksheets and
  case studies
• Definitions and Objectives
• Stages or phases of E-Government
• Benchmarking and Assessment Tools
• E-Government Imperative and Principles for
  Success
• Citizen-Centric E-Government
• Managing the Risks of E-Government
• Special Concerns of Developing Economies
• APEC Profiles
• Australia Advanced implementation
• Indonesia Local government and grassroots
  initiatives
• Korea A national vision and strategy
• Mexico Citizen consultative process
• Philippines Requirement for mobile phone access
• Chinese Taipei Electronic certification

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Methodology

• Review and compare all relevant research from
  around the world
• Identify all significant assessment tools and
  methodologies
• Conduct focus group sessions in collaboration
  with key agencies
• Compile comprehensive list of user concerns and
  demands, then summarize into concise list
• End result is resource guide with worksheets to
  help both citizens and government understand and
  address the important issues

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National Strategy

• Better services, better government
• Reach all citizens with one mouse-click
• Equity and equal opportunities for all
• One-stop services
• E-government is enabled government
• Citizen-centered government
• Employees and citizens need to be aware of
  national strategy and understand what it means to
  them

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Korea

• Vision the Global Leader, eKOREA objectives,
  basic direction, the Future of the Information
  Society in Korea
• Promoting National Informatization Enhancing the
  Capacity of Utilizing Information and
  Communication Technologies Promoting Industrial
  Informatization Promoting Informatization in the
  Public Sector
• Advancing the Information Infrastructure
  Transforming the Legal System for the Information
  Society Ensuring Safety and Reliability of
  Cyberspace Advancing towards the Next
  Generation Telecommunications Infrastructure
  Strategic Promotion of the IT Industry
• Strengthening International Cooperation for the Gl
  obal Information Society Establishing a
  Business Hub in the East Asian Region taking the
  Initiative in International cooperation
  Facilitating the Advance of IT Companies into the
  World Market

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Single Portal

• Nearly all APEC economies and a majority of
  countries around the world support the concept of
  a single portal
• However, who is going to do the work government
  or citizens?

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Branding

• Common look and feel (CLF)
• Some good examples include Canada and Hong Kong,
  China
• Government sites become more user-friendly

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Ease of Use

• Designed with user in mind and not necessarily to
  make things easier for government
• Test with real users, not developers.
• If novices dont have a positive experience, they
  wont return to the site in the future

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Intentions Based

• Citizens more likely to take advantage of online
  services if they can easily find what they are
  looking for.
• Customer needs, not agency needs!User profile or
  personalized pages, but major concerns over
  privacy.

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Segmentation

• Related to ease of use and intentions based
• Canadians, non-Canadians, Canadian business
  (Canada)
• Citizens, businesses, life-cycle events (France)
• Individuals, businesses (Ireland)
• Ethnic groups Maori people and communities (New
  Zealand)
• Government officials and citizens (Norway)
• Citizens, businesses, non-residents (Singapore)
• Citizens, enterprises, public employees (Spain)

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Navigation

• A good website is universally accessible,
  understandable and easy to navigate
• Minimal effort on the part of the user.Should
  be intuitive.Dont use organizational
  jargon.Navigational links should support users
  goals.

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Basic principles of good navigation

• Intuitive website easy to learn so that user
  can interact immediately and the time required to
  accomplish the task is minimal
• Productive once user understands the website, a
  high level of productivity is possible
• Minimal effort casual users shouldnt have to
  re-learn everything when they return to a website
  after some period of not using it
• Errors it should be easy for users to recover
  from errors and catastrophic errors (the kind you
  cant recover from hangs your system) should
  never occur
• Satisfaction users should find the website
  pleasant to interact with and feel a sense of
  satisfaction

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Awareness

• Awareness, marketing and training for both
  government employees and intended users
• A critical success factor often overlooked

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Relevant

• Kept up-to-date
• Continuously evolving to remain timely
• Modified to meet the needs of citizens
• If not relevant, users wont return.

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Reliable

• Reliability in terms of access
• Sustainability unacceptable to be here one day,
  but gone the next
• Users expect 24/7/365.Global benchmark-5 sec to
  load first page

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Access

• ITUs Digital Access Index (2003) - 5 areas
• Availability of infrastructure
• Affordability of access
• Educational level
• Quality of ICT services
• Internet usage
• Many users want to access via mobile/cell phones
  and handheld devices

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Security

• Clearly defined and visible security policy on
  website
• Government must demonstrate how they comply with
  their policy.
• If cant trust online environment, wont use it.
  Users compare government security measures with
  those of private industry.

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Privacy

• Clearly defined and visible privacy policy on
  website
• Again, need policy and demonstration of
  compliance with policy.
• As e-government services become more
  personalized, privacy primary concern.

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Accessibility

• Accessible websites ensure that information and
  services are accessible despite physical, sensory
  or cognitive user disabilities, work constraints
  or technological barriers.
• ALL citizens should have access to their
  government, regardless of any disability.
  Otherwise, potential political issue.
• www.aoema.org (accessibility)

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Usability

• Related to accessibility, but not just concerned
  with disabled users.
• All e-government projects should ensure
  compliance with global guidelines for usability
  and accessibility.

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EU User Survey

• Was it easy to find your way to this website?
• Did you find what you were looking for?
• Is it easy to use the service?
• Are you satisfied with the speed by which the
  pages appear on the screen?
• Is the language clear and easy to understand?
• Do you gain one or more of the following
  advantages?
• Time
• Money
• Better information

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Summary Points

• Available to all citizens
• Reliable access and not just by PC
• Minimal effort
• Relevant
• Secure
• Privacy
• Bottom line Time, money, better information