Smarter, Faster, Better eGovernment

Capgemini has released its 8th eGovernment Benchmark Measurement called Smarted, Faster, Better eGovernment.

International eGoverment surveys are always interesting. This is especially true when surveys include an aim at measuring user experience, as the Capgemini survey does.

In this survey, user experience is divided into six sub categories:

  1. Usability
  2. Accessibility – Manual
  3. User Satisfaction
  4. One-Stop-Shop
  5. User Focus
  6. Accessibility – Automatic

From the above user experience categories, there are some interesting points to take note from. The manual evaluations were limited to checking if the national portals could be viewed with various font sizes. It turns out that this was possible for almost every portal and the metric was finally dropped.

Another interesting point is that Capgemini has chosen to measure web accessibility automatically using the technology from the European Internet Accessibility Observatory (EIAO). Capgemini states that technology conducts a series of automated tests following the  Unified Web Evaluation Methodology. From each national portal, 6000 pages were downloaded and about 300 pages examined. (It should be noted that EIAO is no longer being developed. The project measuring Web accessibility automatically, building on the EIAO application, is eGovMon.)

According to Capgemini, the top five countries in Europe when it comes to Web accessibility is:

  1. Austria,
  2. Netherlands,
  3. Denmark,
  4. Norway and
  5. Germany

This ranking list is further supported by Capgemini stating that Austria regularly proceeds with self assessment of government Web sites. Furthermore, that the Netherlands have a strict Web accessibility policy; all Web sites launched after September 1st 2006 in the Netherlands must conform to strict accessibility guidelines within the end of 2010.

2 Responses to Smarter, Faster, Better eGovernment

  1. subham says:

    Along with Smarter, Faster, Better e Government the e-governance should be more approachable. It should be useful and accessible for the common people, not only for the Computer savvies. According to Demand-Supply curve when demand increases supply follows. First demand should be created by making people aware that how e-governance can help and streamline their every day life.By making their life smooth and easy. Once demand is created then every government will be compelled to implement e-governance in a more robust way.

    • I complete agree with you; eGovernment solutions which only reaches a small percentage of it’s citizens certainly has improvement potential.

      This was briefly discussed earlier in some of our posts on eGovernment impact. There we mentioned that eGovernment services should aim at having a positive impact for the citizens. (Imact Scientific, Imact Practical)

      An example an eGovernment service with good impact could be an online tax service which both:

      • Makes it easier for the users to file their taxes and
      • is actually used by a large percentage of its citizens

      As for the demand and supply curve you mention, I agree that governments should not implement eGovernment services that there will not be a demand for. However, don’t you think that in some cases if a well working and useful eGovernment services exists, people will use it? I.e. you don’t to need a create a demand for an better way to file your taxes? People will naturally file their taxes whatever way they find most useful, which could be an eGoverment service.

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