Benchlearning methodology and data gathering template

D.2 “Benchlearning Methodology and Data Gathering Template”benchlearning is used in the private sector where it is based on the idea of taking arecognised best performer and helping other organisation learn from it. As long as the threeagencies are comparable, the issue is not who is the best performer, but rather to joinexperiences to define and calculate an indicator that is comparable and that could later bescalable to a larger number of agencies. Second, therefore, while calculating a commonindicator of impact for the three involved agencies it is important, the focus of the study isnot the mere comparison as such but it is rather on: a) building across them the awarenessand capacity to measure their ICT enabled service provision in a given area of impact; b)collaboratively test the relevance, feasibility and comparability of the chosen indicator(s) withrespect to their context specific goals, structures and processes. Third, since the experimentaland collaborative measurement of the impact indicator(s) will by necessity entail an analysisof the ICT enabled services set up and delivery processes, the “learning” and the“transformative capacity building” will be not only about the measurement itself but alsoabout the what is behind the impacts actually measured, namely the key enabling andsuccess factors or the main barriers. In synthesis our concept of benchlearning aims in thefirst place to produce organisational ‘meta-results’ and not merely at the delivery of the scorefor the impact indicator(s) calculated for each agency. These ‘meta-results’ are:o The building of sustainable organisational measurement capacity through thecollaborative implementation and calculation of impact indicator(s);o The comparative learning of key enablers and success factors and key barriersthrough the unstructured and qualitative exchange of narratives;o The establishment and/or consolidation of collaborative and exchange internationalnetwork.2. Online Tax Provision, eGEP indicators and Key PerformanceIndicators (KPI)2.1. Type of online public services and strategic impactThe EU financed research eUser, in analysing the take up of eGovernment services, hasprovided the following very useful typology of public services 5 :1) Legally enforced administrative services (paying taxes, making a declaration,applying for a license or permit) that reach in most cases the fully transactional level;2) Administration services enabling citizens to apply and obtain welfare andother kind of entitlements, that entail two way communication and that in somecases are also transactional;5eUser, Work package 5: Synthesis and Prospective Analysis (D.5.1: First Synthesised Inputs toKnowledge Repository, Including Initial Survey Results and Good Practice Examples), p. 42.Version 18