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Rockbridge Associates, Inc. www.rockresearch.com How do you Make Sure an e- Government Initiative is Successful? Presented to: October 29, 2004 13th Annual.

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Presentation on theme: "Rockbridge Associates, Inc. www.rockresearch.com How do you Make Sure an e- Government Initiative is Successful? Presented to: October 29, 2004 13th Annual."— Presentation transcript:

1 Rockbridge Associates, Inc. How do you Make Sure an e- Government Initiative is Successful? Presented to: October 29, th Annual Frontiers In Services Conference Presented by: Charles Colby Rockbridge Associates, Inc.

2 Use of e-Government Today Source: 2004 & 2002 National Technology Readiness Survey, by Rockbridge Associates, Inc., A. Parasuraman, and the Robert H. Smith School of Business Center for Excellence in Service

3 Rockbridge Associates, Inc. e-Government is Less Successful in Satisfying Needs than Online Retailers

4 Rockbridge Associates, Inc. Why are e-Gov Users Less Satisfied? Large user-base from Day 1 (less chance for incremental growth or focusing on a niche) Diverse audience More internal selling is required Politics can get in the way The Monopoly Effect whereby consumers have restricted choices

5 Rockbridge Associates, Inc. The Law of Critical Mass Applies A government site may have its own marketplace with its own version of buyers and sellers An imbalance in available government resources and interested constituents leads to a lack of traffic and potential failure

6 Rockbridge Associates, Inc. Development Process for e-Government FeedbackImplementation Define Vision Stakeholder Input

7 Rockbridge Associates, Inc. Development Process for e-Government FeedbackImplementation Develop Functionality Define Vision User Rqts Validation Stakeholder Input

8 Rockbridge Associates, Inc. Development Process for e-Government FeedbackImplementation Develop Site Develop Functionality Define Vision Pilot Test User Rqts Validation Stakeholder Input

9 Rockbridge Associates, Inc. Development Process for e-Government Satisfaction Tracking Continuing Improvement FeedbackImplementation Develop Site Develop Functionality Define Vision Baseline Satisfaction Pilot Test User Rqts Validation Stakeholder Input

10 Rockbridge Associates, Inc. Development Process for e-Government Satisfaction Tracking Continuing Improvement FeedbackImplementation Develop Site Develop Functionality Define Vision Baseline Market Survey Communications Plan Baseline Satisfaction Pilot Test User Rqts Validation Stakeholder Input

11 Rockbridge Associates, Inc. Development Process for e-Government Satisfaction Tracking Continuing Improvement Communications/Outreach Program Market Image Tracking FeedbackImplementation Develop Site Develop Functionality Define Vision Baseline Market Survey Communications Plan Baseline Satisfaction Pilot Test User Rqts Validation Stakeholder Input

12 Rockbridge Associates, Inc. Development Process for e-Government Satisfaction Tracking Continuing Improvement Communications/Outreach Program Market Image Tracking FeedbackImplementation Develop Site Develop Functionality Define Vision Baseline Market Survey Communications Plan Baseline Satisfaction Pilot Test User Rqts Validation Stakeholder Input

13 Rockbridge Associates, Inc. Methods Used for Feedback Qualitative –Stakeholder Workshops –In-Depth Interviews –Telephone Focus Groups –In-Person Focus Groups Quantitative –Web Surveys –Telephone Surveys –Techno-Readiness Index* –Key Driver Analysis –Quadrant Analysis *TechQual®

14 Rockbridge Associates, Inc. Customer-Centric e-Government User Input Implementation User Need


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