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Performance Audit E-Government Program
Evaluation Cláudia Augusto Dias
Minister-Rapporteur Valmir Campelo Audit
Team Daniel Dias Pereira (supervisor)
Cláudia Augusto Dias (coordinator) André
Kirchheim (Secex-RS) Carmen Pereira Rêgo
Meireles Paulo Henrique Ramos Medeiros
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E-Gov Programs overall purpose

• to increase the supply and improve the quality
  of public services and information provided
  through electronic means

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Audit Scope

• Audit problem
• In what way have the Program actions
  contributed toward the provision of electronic
  public services directly to citizens?

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Audit Scope

• Audit questions
• 1 - Has the Program structure been able to
  stimulate the Federal Public Administration
  Agencies to implement the electronic government
  policy?
• 2 - Have monitoring and evaluation activities
  contributed to improve the provision of
  electronic public services?
• 3 - Is the provision of electronic public
  services citizen-centric?

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Methodological Strategy

• Documental research about the Brazilian E-Gov
  Program national and international laws, rules,
  and technical guidelines related to E-Gov
• Context analysis using diagnostic tools
• Interviews with E-Gov Program coordinators and
  web portal managers
• Heuristic evaluation and tests applied to
  selected electronic public services
• Focus groups with Technical Committees
  coordinators and web portal managers

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• On-line surveys - 76 web portal managers and
  4.944 citizens (users of the selected services)

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Ten dimensions

• How easy is to locate the agencys website
• How easy is to locate the service
• Accessibility
• Availablity
• Usability
• Reliability
• Capacity to answer user queries
• Privacy and security
• Service time
• Overall satisfaction

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Evaluated services

• Annual Exempt Tax Return 2005
• Application for Sickness Insurance
• Application for Death Grant
• Application for Paid Maternity Leave
• Public Domain Portal
• National First Job Program

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Question 1 - Program coordination and
articulation

• Some conclusions
• Weakening of discussion bodies and formulation of
  e-gov policy
• Poor dissemination of the guidelines and
  documents generated by the E-Gov Program

• Some recommendations
• review the institutional model in force
• define the timeline for implementing the National
  E-Gov Development Plan
• disseminate the guidelines and documents
  generated by the E-Gov Program

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Question 2 - Monitoring and evaluation

• Some conclusions
• Insufficient systematic monitoring and evaluation
  by Program coordinators and web portal managers
• Poor dissemination of good e-gov practices by
  Program coordinators

• Some recommendations
• define performance indicators for E-Gov services
  evaluation
• identify and disseminate tools, techniques and
  good practices to public managers

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Question 3 - Provision of citizen-centric
electronic public services

• Low percentage of citizen-centric transactional
  services

• Recommendation
• Brazilian agencies should identify priority
  services from citizens point of views and
  evaluate their adaptation or implementation on
  the Web

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Question 3 - Provision of citizen-centric
electronic public services

• Non-compliance with recommendations proposed in
  documents issued by E-Gov Program coordinators

• Recommendation
• monitor and evaluate samples of e-gov portals in
  order to guide web portal managers to comply with
  e-gov guidelines

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Benefits of implementing TCU recommendations

• Better and stronger articulation between E-Gov
  Program coordinators and Executive Branch
  agencies
• Better dissemination of E-Gov guidelines to
  agencies
• Exchange of experiences and dissemination of good
  practices among public managers
• More managerial data for improving the provision
  of public services on the Web
• More information about the target audience of
  electronic public services (needs and opinions)
• Identification of priority services, from
  citizens point of views, to be implemented on
  the Web
• Higher citizen satisfaction

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Contact information

• Telephone [phone]
• E-mail claudiaad_at_tcu.gov.br
• Full report and Executive summary (in
  Portuguese)
• www.tcu.gov.br/avaliacaodeprogramasdegoverno
• Executive summary (in Spanish and English)
• Intosai E-Gov Database