Benchlearning methodology and data gathering template

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D.2 “Benchlearning Methodology and Data Gathering Template”Continued50. ∆ % in number of public agencies publishing online full organisational chart withTPA/WCR 2Transparencyindication of responsibility and contact information of each public servantand51. ∆ % in overall volume of administrative and legislative documentation online TPA/WCR 2accountability 52. ∆ % in online public information clarity and accuracy score TPA 253. % Δ in externally assessed transparency score TPA 254. % Δ in online public services with certified accessibility WCR 555. % Δ in externally assessed participation score TPA 5Participation56. % increase in queries submitted online WMET 557. % increase in online forum interaction WMET 558. % increase in policy drafts downloaded WMET 559. Availability of online appeals procedure and e-ombudsman TPA 5EFFECTIVENESSImpacts Indicators SourceSignposts60. ∆ % in time saved for citizens SCMC 261. ∆ % in valorised (K€) time saved for businesses SCMC 2Reduced62. ∆ % K€ cost savings for citizens (travel, postage, fees to intermediaries)administrativeSCMC 2burden 63. ∆ % K€ cost savings for businesses ( travel, postage fees to intermediaries) SCMC 264. ∆ % users reporting e-service saved time over traditional methods for a standardbundle of servicesPOPS 2Observable (objective) Tangible dimension65. ∆ % in number of officially filed complaints ADRE 266. ∆ % in waiting times for a standard bundle of services POPS 267. ∆ % in off-hours service usage/info downloads WMET/POPS 268. ∆ % in number of unique users repeatedly using elective online services WMET69. ∆ % in number of unique users cross-using services in Government Portal WMET 2Unobservable (subjective) Intangible dimension70. ∆ % in number of users reporting eGovernment services to be useful RSS 271. ∆ % in number of users reporting information available in government website to be2RSSaccurate and credibleIncreased Users’ 72. ∆ % in number of users reporting government website to satisfactorily address security2RSSValue and and privacy issueSatisfaction 73. ∆ % in number of users reporting they trust providing personal information online RSS 274. ∆ % in overall eGovernment users’ satisfaction index RSS 275. ∆ % in overall eGovernment users’ satisfaction index by age/income/educationalattainmentRSSExternally Measurable Functional dimension76. ∆ % in number of government websites providing customer service (online/ call centre) TPA 277. % increase in usage of transactional Pan-European eServices (*) TPA 2 / 478. ∆ % in usability score TPA 279. ∆ % in seamless service provision score TPA 280. ∆ % in innovative service provision score TPA 281. ∆ % in overall quality of service score TPA 2Citizens82. ∆ % in usage of public Job Portals WMET 183. ∆ % in usage of public eLearning Portals WMET 184. ∆ % in usage of public eHealth Portals WMET 185. ∆ % in usage of online forms to receive Welfare benefits WMET 186. ∆ % of Internet penetration by age/ income/ educational attainment RSS 1More InclusivePublic Services87. ∆ % increase of eGovernment usage by socially disadvantaged groups RSS 188. ∆ % in inclusion related public e-services usage scoreElaboratedfrom WMET1Businesses89. ∆ % in number of SME bidding for public tenders electronically WMET 190. ∆ % in usage of government portals for businesses WMET 191. ∆ % in number of SME handling export requirements online WMET 192. ∆ % in usage of government portal on funding opportunities WMET 1Version 132
D.2 “Benchlearning Methodology and Data Gathering Template”Annex II: Data Gathering Template for International CasesTEMPLATE FOR INTERNATIONAL CASES PART I: GENERAL BACKGROUND1. GENERAL INFORMATION BEFORE ONLINE SERVICES INTRODUCED1.1 Overall structure • Identify the entity in charge of tax collection (autonomous agency or Directorate withinMinistry);• Describe its basic structure (Central directorate and business units , number of localoffices)• How many employees engaged in handling paper based file?• What was approximately the yearly total cost for handling taxes?1.2 Activities and volumes • What types of taxes were handle by the entity described above (i.e. individual incometaxes; company taxes; VAT declarations, other type of taxes; other mandatory paymentssuch as social insurance)?• How many: individual tax payers, companies, VAT payers, etc?;• Total amount of paper based files processed yearly? (i.e. Italian Tax agency processed 44million document before online services introduced)• What was the yearly total amount (in Euro) of revenues collected?• At any given year end what was the amount of backlog, meaning files that cannot beconsidered settled yet (because refund still to be paid or because of errors/litigation, or forother reasons)?• What was the amount Tax litigation cases pending at year end?1.3 Time of tax online launching • When was the provision of online tax services first started to be discussed?• When the work to make the first online service available was launched?1.4 Players involved • Which entity gave the main impulse?• Which entity has been involved in the implementation?Version 133
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