ARCHIVED - Performance Measurement for the Government On-Line Initiative

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2)      Performance Measurement Methodology

Measuring progress towards expected outcomes has been an important part of the GOL initiative since its inception. Initially, GOL departments and agencies were required to create an e-mail address that clients could use (one-way communication), to put information about key services on-line, to make key forms available electronically, and to establish a basic search capability on their Web sites. Departments and agencies reported at the end of 2000 that they had met these targets.

In addition, all federal institutions subject to Common Look and Feel Standards for the Internet (CLF) – a group that includes, but which is broader than, GOL departments and agencies – were required to implement these standards by the end of 2002, making their sites easy to recognise and navigate, ensuring equal access for persons with disabilities and in both official languages, and standardising the placement and content of important notices such as privacy and copyright. Using a self-assessment tool, in 2003 federal institutions reported on progress made in implementing CLF. The use of this assessment tool raised questions about its methodology, making it difficult to understand the current overall level of compliance with CLF. These questions will be resolved prior to the next reporting cycle. The aggregate results dealing with convenience, accessibility, and privacy are found in Section Four of this report.

A set of expected outcomes was also established for electronic service delivery (ESD) in 2000, emphasising greater functionality:

• key federal services available on-line, with apply, file, and enquire capability;
• an electronic payments capability;
• a secure transaction capability;
• access to integrated information and services through Web portals;
• an advanced search capability;
• two-way e-mail communication (or an appropriate alternative when it is necessary to provide a secure exchange of information);
• greater personalisation available through portals;
• enhanced information management principles in place and in use;
• interjurisdictional ESD pilots; and
• testing of leading-edge technologies to improve and integrate service delivery.

GOL departments and agencies were required to achieve these outcomes by the end of 2005.

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