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Demand-Side Metrics - User Preferences and Attitudes
The focus of e-Government should be on the users – citizens and businesses. Therefore, an important element of M&E is to measure user satisfaction: are targeted audiences finding e-Government services responsive to their needs? Simply put, e-Government managers should measure whether intended audiences are using e-Government services and, if not, why not. Demand-side indicators include the preferences of citizen and business users, attitudes towards e-Government, willingness to use online services, and perceived advantages of and barriers to usage. See Rand Europe, “Benchmarking e-Government in US and Europe” p. 20. Demand for e-Government may be measured in a variety of ways, including online surveys of users, accessible via e-Government sites; focus groups; and user testing.
A leading example of measurement of user attitudes towards e-Government via surveys is the “Top of the Web,” a user satisfaction and usage assessment of e-Government sites, in which close to 50,000 Europeans are surveyed on their views on e-Government and their satisfaction with various e-Government services in their countries.
The eUser Project has developed an Inspection Evaluation Framework that uses five characteristics to measure the relevance to users of an e-Government system or function:
Australia M & E Case Study
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A leading example of measurement of user attitudes towards e-Government via surveys is the “Top of the Web,” a user satisfaction and usage assessment of e-Government sites, in which close to 50,000 Europeans are surveyed on their views on e-Government and their satisfaction with various e-Government services in their countries.
The eUser Project has developed an Inspection Evaluation Framework that uses five characteristics to measure the relevance to users of an e-Government system or function:
- Visibility refers to the degree to which a system or function can become known to individual non-users.
- Perceived usefulness and ease of use refer to the usefulness and ease of (access and) use of the system or function from the viewpoint of individual non-users.
- Availability / Approachability refers to the degree to which all types of individual users can reach the entry point (s) of the system or function.
- Quality of interaction experience encompasses the quality of interaction perceived by individual actual users and refers to the degree to which a system or function can be used to achieve useful and quality results.
- Relationship maintainability is the degree to which a good relationship with individual system or function users is effectively cultivated and maintained while the user is not working on the system.
Australia M & E Case Study
<<Previous:M & E Methodologies Next: Linking M&E to Business Cases>>