Benchlearning methodology and data gathering template

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D.2 “Benchlearning Methodology and Data Gathering Template”inclusion, more openness and transparency. As they are the most evaluated by users, usersatisfaction with respect to their online provision is also a strategic impact.Online tax services fall in the first category and, thus, the most strategic area of impact isthat of efficiency. The democracy driver could also be applied (openness and transparency ofprocedures), but it is certainly less strategic. For what concerns effectiveness, the mostimportant component is “reduction of administrative burden”. User satisfaction is alsoimportant but to a lesser degree. When fulfilling government obligations, the most importantthing for citizens is to do it easily and in the least possible amount of time. If this occurs,satisfaction would be a side effect, but could never be as important as the level of satisfactionone may achieve finding a new job through an online public job searching service.So, if for reasons of feasibility and resources one must choose among the eGEP widepossibility of measurement (3 value drivers with a total of 9 sub-components and 100indicators in total), in order of priority the most strategic impact for assessing online taxprovision are those listed below and outlined in orange in exhibit 2:o Efficiency in both directly monetary and indirectly monetisable components (seelater);o Effectiveness: reduction of administrative burden;o Effectiveness : users satisfactionExhibit 2 eGEP components most relevant for tax onlne servicesEfficiencyDemocracyEffectivenesscashable financialgainsbetter empoweredemployeesbetter organisationaland IT architecturesInter-institutionalcooperationOpenness andparticipationTransparency andaccountabilityreduced admin.burdenincreased user value& satisfactionmore inclusivepublic servicesFinancial &organisational ValuePoliticalValueConstituencyValueWe can now turn to discuss further these three areas of impact and the possiblycorresponding indicators in light of the eGEP measurement framework, a final generalelement must be established.Version 110
D.2 “Benchlearning Methodology and Data Gathering Template”2.2. eGEP: relevant efficiency indicators and related metricsThe efficiency impacts considered in the eGEP model have there dimensions. The higherefficiency stemming from the offer of services online, opportunely supported by the necessaryorganisational changes, generates “Financial Value” by producing: a) directly cashable gainsfrom material cost avoidance/saving; b) gains from increased labour productivity that can bemonetized as opportunity values and that can be potentially cashed; c) gains in terms ofincreased revenue. Let us discuss each of this separately and extract the relevant indicators.► Cost avoidance/saving. Gains from material cost avoidance/saving are directlycashable, in the sense that they are immediately subtracted from the public administrationbudget and enable to maintain output delivery constant at lower costs. Typical long-hangingcash benefits are cost avoided as a result of processes dematerialisation (less paper, prints,regular mailing), of less travel needed by public agencies staff, economy of scales in usingoverhead, reduced rental and other costs related to physical locations. The Italian TaxAgency, for instance, as a result of the digitalisation of tax collection, closed down a numberof local tax offices (LTO) saving €20 million yearly in rental costs. Exhibit 3 below shows, justfor exemplificative purposes, how to calculate dematerialisation gains in the case of publiceProcurement. The same logic can be applied to any other transactional services that makeunnecessary the printing and mailing of documents to citizens or businesses.Version 111
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