icegov2012 proceedings

internal users. The evaluation includes characterization of civil
servants' skills and attitudes, as well as specific conditions that
determine their performance in providing e-services. It’s centered
on surveys oriented to civil servants as users of e-gov services.
This evaluation intends to identify cross-agency interaction needs
through an estimation of the information and requirements
received in agencies, in order to detect priorities and restrictions
in information flow processes.
The second component of model (Quadrant II), incorporates the
supply side of product and services provided in G2G, G2C and
G2B relationships. Its purpose is to gauge these services, on four
dimensions: e-gov performance models used in international
practices, national and district plans of e-gov, user expectations,
macro-projects and projects of each singular entity. A first
dimension considers common and international evaluation models
in order to make comparisons between different administrations
and to take elements of analysis previously tested. The second,
adapts the local context policies to delimit expectations of
District and National authorities. Accordingly, SMECI uses
guidelines established in the Online Government Manual and the
Monitoring Guide of advancement in the stages of e-government.
In the third dimension performance is measured by all key
stakeholders (civil servants, citizens and businesses). This
measurement is based on subjective evaluation of the services in
the case of citizen’s surveys, and the effectiveness in the case of
public servants. The survey also includes use and appropriation
categories in the case of public servants. The fourth dimension is
oriented to control the internal performance by looking at the
achievement of goals and advancements in projects. This
dimension also includes internal indicators that agencies consider
pertinent to measure the e-gov and digital city macro-projects.
The third component of model (Quadrant III) proposes a
characterization centered on particular conditions of city to
provide ICT products and services, and normative frameworks
which regulate relations between public and private actors. This
categorization is made through objective observations, from
national or international statistics, and expert evaluations. It
involves external provision of ICT infrastructure and services
from private sector and institutional conditions from the National
government context. To do so, in this component are monitored
changes and cross-case variations in IT services, ICT
infrastructure and external institutional conditions.
The fourth component (Quadrant IV) is proposed to characterize
the demand of external actors, evaluating socio-demographic
characteristics, as well as access and abilities for using ICTs. This
measurement allows understanding differences between
communities about needs, services and channels used by
population groups in their relationship with government.
3. CONCLUSION
E-Gov studies focus mainly on supply-side evaluation given the
difficulty of involving user surveys or other sophisticated
measurement tools which are complex and need expensive data
512
collection and analysis. However, understanding the particular
success factors and leveraging points of e-gov performance in
contexts with heterogeneous institutional and organizational
conditions and IT environments, is a central matter for success in
implementation. This implies that countries with higher diversity
in conditions of government offices need to assume higher costs
in monitoring the context and conditions that enable e-gov
development.
The model developed by the Externado University of Colombia
uses a multi-stakeholder evaluation, responding to the following
particularities and challenges of Bogota: 1. Limited information
on citizen preferences for government services. 2. Dynamic
business needs in a complex regulatory and policy context, and
3.A unique model for public employment dependent on external
contracting of the public workforce.
The SMECI articulates programs and projects of the Mayoralty’s
agencies, based on the operative and legal framework. On the one
hand, the model focuses on macro-projects, formulated to ensure
the strategic alignment between IT projects executed by Bogota’s
Mayoralty agencies and the entire e-gov strategy of Bogota, as
mentioned before. On the other hand, the model bases its
measurement on the compliance of obligations established in
norms and policies of the national and district level. In this way,
this model also takes into account the normative development
generated within the whole-of-government of Colombia.
The model was designed for a comprehensive evaluation which
includes readiness, ongoing service and cutting edge innovations
in e-services and systems integration of the Mayoralty, in order to
attend the differing levels of maturity in the government offices
within Bogota and their interaction with government bodies in the
National and local level.
4. REFERENCES
[1] Ana Waksberg-Guerrini & Eduard Aibar. Toward a Network
Government. A Critical Analysis of Current Assessment
Methods for eGov. (2007) Accessed at:
http://eprints.uoc.edu/research/bitstream/10363/521/1/waksb
erg_aibar.pdf
[2] Deloitte Consultants & Indigov. Study on User Satisfaction
and Impact in the EU 27. (2009). Accessed at:
http://business.motorola.com/americalatina/rankingciudadesd
igitales/index.html
[3] Partership on measuring ICT for development. Accessed at:
http://www.uis.unesco.org/Communication/Documents/Core
_ICT_Indicators_2010.pdf
[4] Programa Gobierno en Línea y Universidad de los Andes.
Metodología de Monitoreo y Evaluación de Gobierno en
línea. (2009). Accessed at:
http://programa.gobiernoenlinea.gov.co/documentos.shtml?a
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