Why benchmark?

The latest and ninth European Commission eGovernment Benchmarking Report was not yet available as I wrote this at the start of January 2011, but had been pre-announced in December 2010 with Malta taking the lead, much to the joy of the Maltese government. However I did find a copy of the draft high level results on the Internet after a long trawl (my thanks to the Federal Chancellery of Austria).

The framework used has already been criticised here, but this time the focus has been on six key elements, the method paper being outlined in June 2010. The report measures six core indicators and through a ranking system, it shows the best performing countries that have implemented what it considers the most mature e-government services.

In  terms of the citizen’s experience, which is my personal focus, the report states:

“Clear efforts are being made to improve the User Experience of services and portals. We measure 5 features for services and three for portals (see illustrations 4a and 4b respectively).

The eServices of the Malta (100%), Sweden and the United Kingdom (both 99%), Estonia (94%), and Denmark (92%) have been particularly well-rated in terms of transparency of service delivery, multi-channel service provision, privacy protection, ease of use, and user satisfaction monitoring. France (100%), Malta (100%), The Netherlands (96%), Spain (95%), and Portugal (94%) have the best portals as regards usability, user-centric design, and service bundling.

The increased focus on user needs is also strongly reflected in the continuing implementation of both online and offline user satisfaction monitoring. This jumped from 9 countries in 2007, to 23 in 2009, and 26 in 2010.”

So, well done UK! This year the report has considered services delivered at a sub-national level and from the following statement in the summary I look forward to the detail in the final version:

“Evidence shows indicators lagging at the local level. For the services Announcement of moving. Building permission, Certificates and Public libraries, the Sophistication of local service delivery only reaches 39% on average {see Graph 7), leaving a massive gap of up to 57 percentage points compared to national web sites. Europe’s largest cities perform significantly better than their smaller or rural counterparts. Even within clusters of municipalities of comparable size, the difference in performance within countries is significant. The User Experience of local web sites varies markedly from one country to another, ranging from excellent to very poor.”


Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )

Connecting to %s

This site uses Akismet to reduce spam. Learn how your comment data is processed.

%d bloggers like this: