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ARCHIVED - Performance Measurement for the Government On-Line Initiative
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Service quality – The 30 departments and agencies participating in the GOL initiative are on track to meet the key GOL objective of putting the 130 most commonly used federal services on-line by the end of 2005. Each of these services has a target for the level of functionality that will be available for Internet users by the end of 2005. By the end of 2003, 35% of GOL services had reached their targeted level of functionality. By the end of 2005, the average information service will be at a "level 6" – it will provide users with a full range of interactive tools and navigational aids in order to access and customise extensive information holdings on-line. The average transaction service will be at a "level 7" – it will provide clients with the ability to at least partially complete a binding transaction with the federal government on-line (for example, submit an application on-line but provide supporting documents through another service delivery channel).
Program managers are mostly automating existing services, and making modest improvements in client convenience and processing requirements. Few of them are planning more fundamental service transformation, as measured by a target "level 8-9" for information services (allowing clients to pull together information from different sources, resulting in a single information product with the appropriate level of detail) or "level 9" for transaction services (so clients can complete a transaction in real time without leaving the Web site), or as measured by the proportion of services which will provide complete and seamless service across all organisations and channels by the end of 2005.
