Assessing efficiency of eGovernment services

Online information technology can radically improve the efficiency of public services.
From the user's point of view applications can be filed and information can be retrieved easily at any time from any place. On the providers side the input data is digital and can as such be processed easily and (at least in parts) automatically, and the information given only needs to be provided once.

With an efficient online service, queues and delays, repetitive form filling, time-consuming manual bureaucracy, and lack of connections between manual and electronic systems can be overcome. But for a electronic service to be efficient, and as such competitive, optimizing the speed and requirements are necessary.

In the eGovMon project a methodology for assessment of efficiency will be developed focusing on eGovernment services. Relevant indicators for efficiency may include cost efficiency, download time or the number of times the same information is requested from the user, and the number of on-line transactions vs. the number manual transactions for services provided both as manually and on-line.

Planned Activities

• Prepare a state of the art paper on eGovernment efficiency measurements