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Monitoring and Evaluation Methodologies
Developed countries are using a range of e-Government metrics, which might be adaptable to other contexts. Metrics can include: number of agencies and functions online, download rates for forms and reports, usage rates for various services, reduction in average time for processing citizen requests or applications, reduction in number of complaints about the quality of government services, increased citizen participation in consultations and comment proceedings, lower costs to government in delivering services, lower costs to citizens and businesses in utilizing service, and user satisfaction.
M&E can look at e-Government from two perspectives:
Demand-side metrics – These measurements are designed to track use of, and satisfaction with, e-Government. They can include measurements of user attitudes towards e-Government and preferences for services, as well as barriers to e-Government usage.
Supply-side metrics – These factors measure the availability and sophistication of online services. They can include:
The e-Government Economics Project (eGEP) released in March 2006 a draft Measurement Framework that synthesizes the methodologies of a number of European countries. The Measurement Framework Model is built around the three value drivers of efficiency, democracy, and effectiveness and is intended to produce a multidimensional assessment of the public value generated by e- Government, in both its quantitative (financial) impact as well as in more qualitative impacts.
<<Previous: M & E Overview
M&E can look at e-Government from two perspectives:
Demand-side metrics – These measurements are designed to track use of, and satisfaction with, e-Government. They can include measurements of user attitudes towards e-Government and preferences for services, as well as barriers to e-Government usage.
Supply-side metrics – These factors measure the availability and sophistication of online services. They can include:
- Portal / e-Service benchmarks: Availability of portals and e-service applications, sophistication of functionality.
- Management performance benchmarks: Measurements of government progress towards stated e-Government goals, including agency-by-agency status.
The e-Government Economics Project (eGEP) released in March 2006 a draft Measurement Framework that synthesizes the methodologies of a number of European countries. The Measurement Framework Model is built around the three value drivers of efficiency, democracy, and effectiveness and is intended to produce a multidimensional assessment of the public value generated by e- Government, in both its quantitative (financial) impact as well as in more qualitative impacts.
<<Previous: M & E Overview