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ARCHIVED - Performance Measurement for the Government On-Line Initiative
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Data sources
A key element of successful performance measurement is a data collection process that is both easy to implement, and useful for departments and agencies. To the extent possible, therefore, the GOL measurement regime relies on existing data sources. The following describes these data sources as well as some of the key assessment tools that are being used to assess the progress of the GOL initiative.
Departmental reporting on GOL plans and progress– Departments and agencies provide annual reports on progress to date in developing on-line services and integrated Web sites and portals. For example, in terms of on-line services they provide information on project milestones and deliverables, take-up, client benefits and satisfaction ratings, partnerships, departmental benefits, infrastructure needs, communications and marketing plans, as well as the implementation of select policies. Standardised tools to help departments and agencies with their assessments include:
- a three-stage, nine-point model measuring the increasing sophistication both of transaction services – from publish, to interact, to transact – and information services – from publish (basic information is available on-line), to customise (holdings are increasingly interactive), to provide client-defined access (users can increasingly manipulate/synthesise information from different sources);
- a four-stage model measuring the degree of service transformation – from grouping related components together in order to facilitate access, to interoperability and some coordination across channels in order to personalise service, to integration of related offerings in order to offer bundled solutions (such as agreements with other organisations to work together, easy movement across delivery channels, and joined-up back-office systems), to a complete and seamless service across organisations and channels; and
- the CMT, an interjurisdictional tool adopted by departments and agencies to measure client satisfaction across service delivery channels and across organisations.
