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5. BENCHMARKING TRENDS AND TOOLS A number of global trends in benchmarking, as well as in the tools available, can be seen both in e-government but also more broadly in information society and related areas. 5.1 Three Main Benchmarking Trends Three core shifts of relevance to eGovernment benchmarking can be observed: up the value chain, down the hierarchy, and across and out of government, as illustrated in Figure 1. [25] 9 Figure 1: main trends in benchmark 5.1.1 Up the Value Chain Benchmarking is increasingly focusing on measures which are higher up the value chain. Historically, e-government benchmarking has encompassed only inputs and outputs on the supply side, such as the resources used by government and the number and sophistication of services put online, regardless of whether they were used or not. Many benchmarks are now focusing more and more on outcomes and impacts. On the supply side these include back-office process re-engineering, as well as productivity and efficiency measures, such as the number of cases dealt with. On the demand side, they include e-service take-up, the user experience, life events, user satisfaction, as well as impacts like job creation, economic growth, competitiveness, inclusion and cohesion. 5.1.2 Down the Government Hierarchy The policy focus is shifting down the government hierarchy to regional and local governments, to front line staff and even to users and their intermediaries. Benchmarks have often neglected to address and capture developments at the local level and at the user interface where design, standards and outcomes might be difficult to capture. Thus, rather than relying solely on surveys of central government administrators, benchmarks should also examine feasible ways to include assessments of local administrations, staff and users (family, community, civil 9 Also based on unpublished work undertaken for the European Commission in 2012 in preparation for the 2012 European egovernment benchmarking survey, together with Gwendolyn Carpenter of the Danish Technological Institute and Helen Rebecca Schindler of RAND Europe. 435 organizations) and panels. The development of user-centric measures across the main areas of service provision at local level will be needed, for example in care, housing, education, crime, transport, environment and health. For the transformation potential of e-government to become noticeable to users, frequency of use, local context and the specificity of service to everyday life situations all matter. 5.1.3 Out of the Government Institution The third main benchmarking trend is moving beyond only government measures. There is a host of other actors at different levels becoming increasingly involved in e-government. Thus, an attempt should be made to take account of these different stakeholder groups in designing and implementing the benchmarking survey. This might necessitate using new diverse sources of data, many of which are likely to emanate from these groups themselves, and other knowledge and resource inputs. For example, how to capture local and especially location-specific eservices used frequently, even everyday, in addition to the more familiar national, centralized administrative services which are used just once or twice a year. Both are important, but to date only the latter have been captured. 5.2 New Benchmarking Tools Much of the technology driving e-government, including the trends identified in section 3 above, is also being used to develop new tools for benchmarking and evaluation. Some of the most important are as follows. 5.2.1 Analyzing Transformation in the Back-Office Most governments make use of internal monitoring tools to provide accurate metrics on the use of e-services. At the most basic level, every web server keeps configurable log files containing records of all its transactions. In addition, web log analysis software can provide a variety of statistics, highlight trends and projections, as well as provide reports and export result files. Take-up data are vitally important as efficiency and effectiveness objectives can only be achieved if governments manage the transition from paper-based to electronic procedures properly. The administrations already delivering e-government services are potentially the best and most accurate source of data on take-up. Their web administrators could routinely register data on a wide range of web metrics concerning traffic, visitors, activities performed, transactions, etc. These are objective and comprehensive data, while the usage metrics measured through user and supplier surveys suffer from accuracy and reliability problems, caused by lack of understanding by users of service definitions and subjective bias issues. Of course, web metrics also have their pitfalls. o They have little meaning unless they are aggregated, analyzed and evaluated (for example assessing their evolution in time and the achievement of predefined targets and benchmarks). o Administrations generate and collect differing data on service usage and performance. In other words, there is no umbrella approach to data collection, so that comparability across administrations and domains (not to mention countries) is extremely low. o Whilst most administrations monitor these data at least occasionally, few assess them with an appropriate evaluation
methodology, and few national governments collect and compare these data at the national level. There is clearly a high potential value in the development of collaborative methods of collection, measurement and monitoring of e-government administrative data, leveraging web metrics and other performance data generated by e-government service providers. These data can be collected in direct contact with web administrators and lead to the analysis of usage statistics alongside life events for example. Use of web analytics is ideal for organizations and individuals who do not host websites on their own web servers and are mostly concerned with human activity on their websites. Most web analytics services are available for a monthly fee based on volume, although there are some available free of charge such as Google Analytics or Alexa.com. Web analytics can be used to supplement data collected by governments to provide insight into e-government usage. 5.2.2 New Ways to Capture User Experience – Social Media Analytics and Crowd sourcing With the increasing digitalization of everyday life, much information on the experiences and satisfaction with egovernment services and the main barriers encountered could be found through the use of social media analytics and/or crowdsourcing. There is a variety of tools available – generally referred to as listening tools – including sentiment analysis, which allow the analysis of online conversations on websites such as Facebook, LinkedIn, Twitter, blogging sites and wikis. Governments can use sentiment analysis to assess positive or negative sentiment trends for selected topics over time. More indepth sentiment analysis can also shed light on relative sentiment, i.e. differentiated by service/life-events, administration or web site, as well as highlight hot-words and similar. However, the potential scope of social media analytics can be much broader and potentially also cover emerging and perceived issues; top influences in terms of authors, blogs, forums, etc.; key themes driving customer sentiment over time; top sites by selected types and concepts; high level affinity analytics; top channels; a drill down into key ‘hot spots’ or sentiment areas via an in-depth affinity matrix; social media image versus competitors; hot-word distribution (percentage of conversations associated with a particular hot-word); insight into sub facets, products or features driving positive and negative sentiment; and key themes that are opportunities to enhance customer perception. All these in turn can be used to define specific action items to tap into social media opportunities and mitigate potential risks, define top social media priorities and even draw up a detailed social media roadmap or strategy with clear milestones. Although, tools like these which can cope with large numbers of countries with different languages, and to guarantee statistical validity, are still immature, rapid progress is being made in this area. Such tools could potentially complement or replace traditional user surveys and allow for much more frequent monitoring or thematic monitoring, and potentially at considerably lower cost. 5.2.3 Software-Powered Evaluation of e-Government Service Availability The second generation of web-crawlers, such as used in Norway’s eGovMonitoring project, offer an automated way to assess the availability of online services and thus could be a major building 436 block in the review of key e-government websites. The eGovMon project was established to create new open source tools to help improve the quality of public web sites. Twenty-two pilot municipalities have participated in the design and testing of the tools. eGovMon consists of a tool for running automated tests at regular intervals and combines two approaches: o The deterministic approach checks for distinct features which can be detected programmatically. For example, checking for the presence of RSS feeds, links to Facebook/Twitter within a web page or web site. Provided that the boundaries of the web site can be clearly defined, this approach is straightforward to apply and gives very reliable results. o The learning algorithm approach checks for features which cannot be programmatically determined. An example of this is checking whether a local government web-site has a help page assisting citizens in the use of social media. In contrast to for example an RSS link, a help page is not formally defined and a crawler can therefore not immediately determine whether a given page is a help page or not. A learning algorithm will find online services based on the features extracted from a set of manually selected examples of help pages. Such features can be the presence of words like ‘help’ and ‘question’. The frequency of the words in the data from these example pages (the training data), together with other features, are subsequently used to determine whether the pages being assessed are help pages or not. Learning algorithms cannot guarantee 100% correct results and additional manual quality assurance is required. As opposed to manual assessment, however, the effort needed to carry out the learning approach is almost independent of how many web sites are checked, which enables large scale monitoring. The results from the eGovMon project have been used to produce data on accessibility for mobile users and for people with disabilities as presented in the 2012 UN report. Some of these tools are also freely available as online services to provide evaluation results on demand. They currently support the identification of barriers for people with disabilities in web pages and in PDF documents. 10 5.2.4 Smart Data Visualization The web is not just social but has also become more visual. There are plenty of examples of new mapping tools, like Andy Lintner on Beowulfe.com who responded to the 2011 BP oil spill – the Deepwater disaster in the Gulf of Mexico – with a map mash-up that compares the size of the slick to others elsewhere in the world. Or the OECD which in key policy areas has launched progress maps that feed off global indicators and are updated regularly. This initiative is called wikiprogress. The core mission of wikiprogress is to create a global information tool supported by a worldwide partnership of organizations and individuals wishing to develop new, smarter measures of progress. Wikiprogress aims to provide a health check for all societies that enable every citizen to better understand the economic, social and environmental factors that determine whether or not their lives are getting better. Wikiprogress is powered by an OECD indicator framework and clearly defined taxonomies. The tool empowers local partners to discuss and contribute. 10 http://accessibility.egovmon.no/ (Accessed 15 April 2012)
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2012 ALBANY, NEW YORK UNITED STATES
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Foreword The 6 th International Con
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Table of Contents Forward .........
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Session 10: ICTs & Governance Trans
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o Revival of Farming Community with
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International Steering Committee Jo
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Jim DAVIES, Computing Laboratory, U
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Session 1 Open Government Data
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the combination of their moral sent
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involve the creation of a Network o
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approach [28] to expose indicators
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4. IMPLENTING PAR In order to come
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conclusions that might arise rom th
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6.3 Large Scale Implementation In r
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Implementation Framework for Open D
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2) Usage: Assessed by quantifying t
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Increasing Kenyan Open Data Consump
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insight into available data resourc
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New Perspectives for Electronic Gov
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Not without reason therefore that t
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Another principle adopted by this s
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access to public information, chang
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Open Government 2.0: Citizen Empowe
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As a third finding, we also found a
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Session 2 E-democracy & Participati
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two polarized (optimistic or utopia
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through aggregating, shaping, and c
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in-depth expert interviews, and wer
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government made of citizens’ cont
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[8] Putman, R.D. 1994. Making Democ
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The third stream of studies reviewe
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interests, gaining access to inform
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2. THEORETICAL FOUNDATION 2.1 The P
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epresentatives from the three main
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While letters to the editor could b
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person. Table 5: Public sphere char
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[32] Yang, S., H. Lee, and S. Kurni
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In March 2000, just a couple of mon
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society the gap will close [2]. The
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A New Roadmap for Next-Generation P
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needs and the activities of policy-
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[18] Moss, S., (2010). Policy Model
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2.1. National digital inclusion exp
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advanced initiatives specifically d
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involved later [22]. Several instit
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among lecturers and students parall
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2. COMPARATIVE E-GOVERNMENT IN LATI
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governments can innovate or be disc
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2. E-GOVERNMENT AS IS 2.1. E-Govern
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ankings on the formation of nationa
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Framework for Useful Transparency W
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are doing a good job overall in reg
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The Circular Continuum of Agencies,
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continue to rely on dial-up Interne
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this time the authors continue to w
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government agencies should consider
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The critical success factors for we
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include customers and competitors,
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Websites or columns for MFWs In thi
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According to our investigation, the
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Construction of Inter-regional Publ
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The Development of Public Smart Pho
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Stage Description 1 st stage (Simpl
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Understanding Citizens’ Perceptio
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performance compared to those provi
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Session 5 Information Sharing, Mode
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arising as a result of these two bi
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forms for the system. At the same t
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further investigation of the relati
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5.3.10 Commitment Both personal and
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law. Virginia Journal of Internatio
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available to others” [5]. Informa
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conflict around information sharing
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for understanding information polic
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primarily on the information flows
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On Public Service Provision Informa
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employs workflow management technol
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o Information. Represents any infor
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common documents repository at the
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Figure 15. Full model of Passport I
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142
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policies to prevent government agen
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ecause the majority of the shared i
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A Patent System Ontology for Facili
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uilt on top of the semantics of RDF
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dynamically derive relevancy based
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Figure 6. Cross-‐Reference betw
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Category II: After identifying some
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[8] De Nicola, A., Missikoff, M. an
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oral option, it also allows for a m
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mapping of citizens would ensure un
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Here the authors wish to extend the
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http://www.ecp.gov.pk/Reports/SPStr
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will enable to assess and confront
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The underlying DeLP process is as f
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Preparing for Digital Curation Gove
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semester hours. Nine of the forty-f
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REGNET: Regulatory Information Mana
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Search Terms/ Concepts References D
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4. COMPARATIVE STUDIES OF REGULATOR
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1105.4 [6] Content of Section 1105.
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Pollution Prevention Guide for Vehi
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From Information-Poor to Informatio
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To address the divide, specific gov
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ICT for Development and the MuNet P
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competencies and skills, contributi
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ICT Policy in Africa - A Comparativ
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essential and necessary to guide th
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Kenya it is the minister for Inform
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of existing Public Internet Access
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the policy process e.g. formulation
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Laggards or Victims of Socioeconomi
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Figure 3. Facilities & Services Enj
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Promoting user uptake of e-governme
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It was also decided that it was nec
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Session 8 Measurement 1
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technology (IT) projects by governm
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Gap = 5; The weak and unreliable In
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6. ACKNOWLEDGEMENT We are grateful
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aspects are hardly discussed as the
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service level agreements. The inter
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concensus of all participants, the
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Furthermore, it is understood from
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Mobile Technologies on the Internet
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of mothers. Based on this reason, w
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5.1.4 Precedence Plots Based on com
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3 indicators are similar but not th
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Latitude 10°�S 9°�S 8°�S 7
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7. CONCLUSION According to ORDIT an
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include but not limited to: payment
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Categories Only XSS (%) Table 2: Di
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From table 3, it can be deduced tha
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Session 9 Social Media in Governmen
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1. What kind of social media servic
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4.2.1 Facebook Usage Figure 3. Perc
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Government Crisis Communication on
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estoration theory. He termed it as
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Table 3. Strategies for Pre-crisis
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accounts, among which seven message
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information in the crisis event sta
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Government Official Microblogs: An
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It is worth mentioning that, while
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Managing Chinese Government Microbl
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due to their tremendous influence,
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3. ACKNOWLEDGEMENT This research is
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3) Established year: to specify the
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Figure 6. Language used in Hong Kon
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E-Government and Transformation of
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and domestic as well as internation
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4.6 Computerisation of Railway Tick
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abysmally low (2.25). In addition t
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Evaluating and Assessing a Typology
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Exhaustiveness indicates that all c
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Fig. 1 Spatial Unit Fig. 3. By whom
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SUPPLEMENTARY TABLE 1. RESULT OF SE
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Explaining the eGovernment Paradox:
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eGovernment services to a large ext
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policy agenda, as Heeks [10] says,
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Implementation Plan’s outcomes an
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Conference on eGovernment (pp. 90-9
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Investigating the Relationships bet
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hybrid or authoritarian regime. Bov
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Technologies, Tools and Web 2.0 in
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with resources, peers and experts w
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cluster were: Court Clerks; Court,
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(8 questions) and the third subpart
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http://ux.brookdalecc.edu/governanc
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the examination of the 311 program
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3. CASE STUDY METHOD This study use
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discuss departmental performance at
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or laptop computers. Internet conne
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[2] Anavitarte, L. and Tratz-Ryan,
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A Literature Review: IT Governance
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Interviewees Useful? Table 3. Inter
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Assessment of Success Factors of e-
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In view of different theoretical ap
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approximate figure of 60% of intern
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difference between its priority and
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Computer Supported Contractor Selec
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(2) conduction of the public auctio
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E-Government Success Factors in the
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creating different incentives and p
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American and the Caribbean Institut
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* Note: A 7-points Likert scale was
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showed to be useful, for collecting
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Public CIO, Figurehead or Decision-
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4.2 Operative CIO The Operative CIO
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Session 12 Implementation & Impact
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NYSED is responsible for collecting
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considered markers that are able to
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many of the MDGs. The direct impact
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strongly believed that local govern
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Goal Variables Measurements 2 3 Com
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Hypothesis Variables Endogenous Exo
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[16] Joreskog, K.G., and Sorbom, D.
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GoN has addressed the challenge to
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Figures 6 and 7. Computer classes a
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ICT-enabled Delivery of Maternal He
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3. E-HEALTH 3.1 ICTs and Health Com
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Chart 1 [40] GHANA - Total Telephon
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change their behaviour, improve the
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activities such as the MoTeCH partn
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If We Build it Will They Come? A Mi
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The methodology contains inherent l
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information about their broadband s
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Session 13 E-democracy & Participat
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attempt to influence future behavio
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Page 446 and 447: 2. HEALTHCARE IN RURAL INDIA Health
Page 448 and 449: Cloud Data Center Internet Service
Page 450 and 451: Reliability of data: data collected
Page 452 and 453: Information System (NHIS). A Nation
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Page 465 and 466: 2. LITERATURE REVIEW 2.1 Electronic
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Page 475 and 476: Evolving e-Government Benchmarking
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Page 485 and 486: Impacts of the Public Procurement R
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Implementation of Integrated Tax Sy
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Information Sharing in Inter-depart
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Interagency Collaboration in Provid
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489
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noted. The list of basic e-services
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the description of procedure for mo
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Opportunities for Improving eGovern
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Prioritization and Geo-Spatiotempor
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[4] R.Bruggemann and Ganapati P. Pa
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equirements. A direct communication
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Stage - 2: Here the actual software
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membership associations, recreation
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Fig 1 : Agriculture Revolution 3. P
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sector, private sector, and civil s
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System For Measuring e-Gov: A Multi
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The Digital Divide’s Devaluing of
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[3] Coursey, D., & Norris, D.F. (20
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In Brazil, electronic accessibility
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2) The areas to which mobile and wi
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2. OVERVIEW OF DISTRICT MAPPING The
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3.4 Driving License Driving License
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and socio-economic backgrounds. The
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Figure - 2: eGovernment Implementat
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Tutorial: Digital Curation for Publ
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ut also provide sufficient detail o
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ABM is known as a bottom-up simulat
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5.2 Relation to Empirics “Where d
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Larson, Elizabeth .................
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