How do you Make Sure an e-Government Initiative is Successful?

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Presentation transcript:

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

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 Rockbridge Associates, Inc. www.rockresearch.com

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

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 Rockbridge Associates, Inc. www.rockresearch.com

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 Rockbridge Associates, Inc. www.rockresearch.com

Development Process for e-Government Stakeholder Input Define Vision Feedback Implementation Rockbridge Associates, Inc. www.rockresearch.com

Development Process for e-Government Stakeholder Input User Rqt’s Validation Define Vision Develop Functionality Feedback Implementation Rockbridge Associates, Inc. www.rockresearch.com

Development Process for e-Government Stakeholder Input User Rqt’s Validation Pilot Test Define Vision Develop Functionality Develop Site Feedback Implementation Rockbridge Associates, Inc. www.rockresearch.com

Development Process for e-Government Stakeholder Input User Rqt’s Validation Pilot Test Baseline Satisfaction Satisfaction Tracking Define Vision Develop Functionality Develop Site Continuing Improvement Feedback Implementation Rockbridge Associates, Inc. www.rockresearch.com

Development Process for e-Government Stakeholder Input User Rqt’s Validation Pilot Test Baseline Satisfaction Satisfaction Tracking Define Vision Develop Functionality Develop Site Continuing Improvement Communications Plan Baseline Market Survey Feedback Implementation Rockbridge Associates, Inc. www.rockresearch.com

Development Process for e-Government Stakeholder Input User Rqt’s Validation Pilot Test Baseline Satisfaction Satisfaction Tracking Define Vision Develop Functionality Develop Site Continuing Improvement Communications Plan Communications/Outreach Program Baseline Market Survey Market Image Tracking Feedback Implementation Rockbridge Associates, Inc. www.rockresearch.com

Development Process for e-Government Stakeholder Input User Rqt’s Validation Pilot Test Baseline Satisfaction Satisfaction Tracking Define Vision Develop Functionality Develop Site Continuing Improvement Communications Plan Communications/Outreach Program Baseline Market Survey Market Image Tracking Feedback Implementation Rockbridge Associates, Inc. www.rockresearch.com

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® Rockbridge Associates, Inc. www.rockresearch.com

Customer-Centric e-Government User Input User Need Implementation Rockbridge Associates, Inc. www.rockresearch.com