Evolving e government benchmarking to better cover citizen participation and recent technology developments

Transcription

1 Evolving e government benchmarking to better cover citizen participation and recent technology developments Workshop on Future Government: A Global Perspective in Connection to Open Government Data and Citizen Engagement", May 2012, Geneva, Switzerland By: Kim Andreasson Mikael Snaprud Jeremy Millard

2 Supply side measurement and the UN s online service index Supply side measurement approach Every UN member state is assessed A defined set of websites are evaluated, primarily the national portal of each country or its equivalent Almost all questions in the survey are binary, i.e. does the feature exist or not Team of researchers take a citizen approach

3 Rethinking measurement In light of e government trends, there is a need to enhance measurement driven in part by progress

4 An enhanced framework Increase transparency Encourage governments to supply data Automate and innovative From websites to search tools Link measurement to performance Measurement at all levels

5 Three main benchmarking trends Goals Escape from ranking paranoia Move to developing, implementing and monitoring policy in a comparable way but tailored to national needs Up the value chain Focus on outcomes and impacts Out of the government institution Draw on multiple sources and stakeholders Down the government hierarchy Focus on localities, the frontline and users

6 Stakeholders (Europe) European Commission and DGs, etc.xxx Members States + (32) EC related agencies (JRCs, ETF.) European representative organisations (ombudsmen, Business Europe, EuroCities.) International organisations (UN, WB, OECD.) Statistical organisations (Eurostat, UN & OECD Stats Divisions Standardisation agencies (CEN, ISO.) PLUS: Universities and research institutes Civil society organisations Users..

7 European egov objectives across Objectives User empowerment User centric services Inclusive services Collaborative production Re use of PSI Improve transparency Stimulate participation Mobility & Single Market Mobility for business (seamless..) Personal mobility (citizens) Cross border services Efficiency & effectiveness Organisational improvement Reduce admin burden Green government IT enablers Interoperability & open specs Key enablers (eid, esignature) Invest in R&I Create trust & security Domain domains Health Education Environment Employment Etc.

8 Traditional benchmarking tools Website content analysis Desk research User survey Mystery shopping Focus groups Etc.

9 New benchmarking tools (1) Analysing back office data Website metrics Includes use data, traffic, visitors, transactions Need to be aggregated, contextualised and made comparable Need robust comparable evaluation methodology Provided by webmasters Custom tools or e.g. Google Analytics, Alexa.com

10 New benchmarking tools (2) Capturing user experience social media analytics and crowdsourcing Listening and monitoring tools, e.g. sentiment analysis, opinion mining, etc. Facebook, Twitter, LinkedIn, blogs, wikis, etc.

11 New benchmarking tools (3) Smart data visualisation Display in open visual and mashable formats, like maps, data tables, comparison graphs, etc. Benchmark platform: dashboard Countries, localities, cities take standard data plus individually selected data from other sources (periodically updated) Partially personalise their benchmarking

12 New benchmarking tools (4) Software powered evaluation of service availability Second generation webcrawlers Automated assessment of online service availability eaccessibility assessment Two approaches: Deterministic: programmatic detection of features, e.g. RSS feeds, links to Facebook, etc. Learning algorithm for features not formally defined or programmed: learning how to recognise e.g. a help page based on manually selected examples, e.g. from words like help, question, FAQ, etc.

13 New benchmarking tools (5) Suggestions for OGD index Self assessment: 5 Star scheme Open source tools to determine: Format, markup, license, etc. Compute + machine learning Core sets e.g. Geo maps, budget, demography Data from egov service use e.g. search stats, web logs for service take up Optional sets e.g. Salmon, or oil stats

14 New benchmarking tools (6) Benchmarking to drive more continuous quality improvements

15 New benchmarking tools (7) Suggestions for egov METER Link closely to egov survey Taylor questions to survey results Show other peoples input Enable country comparisons Allow also Free form input Infer recommendations Cases to look at Other surveys to go further

16 THANK YOU get in touch Kim Andreasson: Mikael Snaprud: Jeremy Millard: