The scores are published – so?

March 2, 2011

In January I posted about the forthcoming European 9th e-Government Benchmark Report, which was finally published on the 21 February 2011. A summary and link to all the necessary documents are available from the press release.

Since there were no surprises in January, other than Malta coming first, there can’t really be any now, and even Andrea di Maio thinks it’s time to pull the plug on this exercise.

Rather than picking on e-services, let’s have a look at how easily citizens and businesses can access, through any channel, those services that matter to them, and we won’t know what they are without asking them! The trouble with that being that what matters to a UK citizen isn’t necessarily what matters in Estonia or Malta, so the concept of benchmarking falls apart and CapGemini have to find another income stream…

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Benchmarking the mire

November 25, 2009

One of the documents considered around the Malmo meeting of ministers is the Smarter, Faster, Better eGovernment, 8th Benchmark Measurement report by Capgemini etc for the European Commission. Its available on the Capgemini site.

I’ve not taken much notice of the previous seven for the very fact that they are focused on central government so much and, as in the case of this report, not all the services being benchmarked are delivered centrally in the UK. In fact, in the UK we need to remember that 80% of interactions with the public are delivered by local government (according to one academic report I read recently!)

In the context and content of the report, Capgemini place the control for e-government in the UK to the Cabinet Office – I wonder where the ODPM were in 2000 – 2006, then the DCLG, or for that matter the 300 plus local authorities?

One thing the report has finally started to pick up on is citizen satisfaction and the need for feedback channels. Unfortunately, they seem to have got the impression that this is somehow a strongpoint in the UK, whilst it’s still really only in its infancy.

I’m not sure what the value of such a report is, apart from shoring up the egos of those ministers in the top few, or highlighting the dismal failure of those less successful, but I’d like to see another report examining those countries whose citizens are most satisfied with service delivery across the channels – now that would be interesting!


Web 2.0 and benchmarking

July 7, 2009

Two or more recent on-topic posts from Gartner blogger Andrea di Maio. In the most recent Andrea considers how enthusiasm for Web 2.o might shift away from being profitable to the private sector – Why The IT Industry Could Derail Government 2.0 – which takes a very big picture and has an essence of ‘may happen’. This contrasts somewhat with the excess spin put on the topic by Accenture in ‘Web 2.0 and the Next Generation of Public Service’, which is only compensated by their ‘Public Service Value Governance Framework’, which my set the thing in context.

The post before it (Cool idea from an unlikely vendor)  from Andrea also heralds a warning, a government supplier demonstrating a simple Web 2.0 e-government solution. I’d thought that was the essence of it all, the provision by government of datasets, widgets etc so the citizen could, without much difficulty get what they want, if they wanted to.

I think Clayton M. Christensen’s book The Innovator’s Dilemma has something to say on both the previous – and its largely that those already heavily in the market don’t innovate.

The other July post from Andrea picks up on the issue of another contract from the EC to CapGemini to do yet another round of benchmarking e-government – what a waste of tax-payers money. Has the last seven years work delivered anything of value to require another four of the same? I doubt it!