Impact of e-Government

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Impact of e-Government

• Overview of Paper 3
• Gino Verleye
• University Ghent

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Aim

• Pragmatic approach
• Makes people think
• What how to measure
• Statistical methodological issues
• Comparative methods
• Academic applied cases
• Focus on innovative cases
• Firm background in historical perspective

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Special features

• Open to qualitative quantitative
• Dos and donts with statistics
• Pitfalls of benchmarking
• End to end example from conceptual thinking to
  dynamic reporting

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44p

• Part I Impact definition and previous work
• Part II Good practices in the academic and
  applied world
• Part III Recommendations and conclusions

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44p

• Authors Gino Verleye, Evika Karamagioli, Pieter
  Verdegem, Stephen Jenner, Matt Poelmans
• Contributors Emilio Lorenzo, Christine Mahieu,
  Andrea Velazquez, Mikael Snaprud

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Content
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Definition
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Impact means

• The measurable effect of service Initiatives
  that make a difference to its users, providers,
  or society.
• In line with Heeks, 2006
• Respects Veszprem 2009 conclusion
• Every change whether intended or non intended
  from input to output to outcome to final outcome
  as seen by stakeholders.

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Requirements for a practical and useful, valid
and scientific impact measurement assessment

• Focus on the customer
• Use qualitative methods
• Go for a kpi approach
• Statistical precision is not linear
• Apply statistical inference
• Sampling

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Recent work on impact measurement and reporting
Overview of selected measurement cases.

• eGovernment measurement efforts on international
  level
• In the European Sphere
• eGep
• eUser
• Top-of-the-Web
• 8th Egov benchmark 2009
• Satisfaction and impact in EU27

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On a national level

• List of projects
• Focus on innovation
• Citizen satisfaction - The Burger link initiative
• focus on solving peoples problems
• focus on life events
• identifies lack of cooperation between bodies
• redesign service delivery process

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Good practices in the academic and applied world
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UK cases

• Businesslink.gov.uk Case Study helps people to
  succeed in business by providing access to clear,
  simple and authoritative information,
  transactions and support.
• the CJS IT Approach to Wider Social Value
  articulate and quantify the forecast impact of
  the CJS IT portfolio on major problems
  (Consequences) in the Criminal Justice System.

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UK Tell Us Once Case Study

• transform the way in which people tell Government
  (both central and local) about changes to their
  circumstances.
• change public services so they more often meet
  the needs of people and businesses, rather than
  the needs of government, and by doing so reduce
  the frustration and stress of accessing them.
• the citizen should be able to report changes by
  the most convenient channel

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Finaly

• lack of coherent national mechanisms for
  evaluation in Europe
• difficulty to identify non-overlapping targets
  for measurements and the contributions made by
  different public agencies in their achievement
• further complicated by the legislative and
  organizational differences among public
  administrations in different countries and
  regions mainly because of differences concerning
  the vision of eGovernment itself in each one of
  them.