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Supply side Metrics: Measuring Availability, Usage and Usability
While measuring user demand for services and changing perceptions of e-Government is critical, governments will also need to track the progress of portals and e-Government services websites. Supply-side monitoring and evaluation measures
- the percentage of government services online
- the level of sophistication of the functionality and services
- the usability of government services online
See Rand Europe, “Benchmarking e-Government in Europe and US,” p. 21. For example, the report “Online availability of e-Government: How is Europe progressing?” defines specific metrics for each of twenty service categories. The measurements would also apply in a developing world context, and may be useful for governments tracking their progress in increasing the functionality of portals and e-services applications.
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