Survey on quality and usage of public e-services

Agenda 1.Scope and framework 2.Results from the survey on quality and usage 3.Recommendations for further development

Scope and framework 1.How does the citizens and businesses in Europe perceive the quality of public e-services ? 2.How much are the public e-services used ? 3.Scope: 18 countries, 20 basic public e-services 4.Methods: –Ask the user while using the e-service by placing user questionnaires on public websites containing public e- services –Ask the e-service provider/web-master about the usage of his e-service by sending a questionnaire to him

Answers by service type An interesting heterogeneous sample !

Participants by country

Process integration Service integration Moving on-line Channel Integration Front-office Service delivery Web-siteMulti channel Back-office Process integration Low High Strategies for public e-services

Faster case handling Better control Fewer interactions Information Flexibility Save time Easy to find e-service Easy to find the site Front-office Service delivery Web-siteMulti channel Richer services Back-office Process integration Low High User benefits from public e-services

The users are satisfied with the quality Almost 80% rates between 1 and 3 on a scale from In total 65% of the users give a high rating (1-2) and only 9% give a low rating (5-6) –Indicates that the majority of users are satisfied –Indicates that expectations are met in most cases

80% will recommend the services to others 1.90% of the satisfied users will recommend it further 2.56% of the users, who find the service quality unaccepted, will still recommend it further

96% of the users experience benefits 1.Users saves time and gain flexibility –Success with going on-line instead of in line 2.Real service improvements are only experienced by 30-40% of the users –Higher process integration could enable more benefits

More than one out of four experience a usability problem 28% answers ‘No’ to at least one criterion The biggest usability problem is that around 20 % of the users says it difficult to find the e-service !

Usability is the most important factor for the users overall evaluation The odds-ratio express how much more likely it is that the user gives a high evaluation, if the specific criterion is fulfilled

Action items to improve benefits for users - High importance and low achievement 1. The most important action item for citizen services are –To provide better help for the users of the e-services 2. The most important action item for business services are – To provide a faster service/ reply 3. Real service improvements would increase the overall evaluation for both citizens and businesses

Action items to improve usability - high importance and low achievement 1.Most important action item for citizen services: – Make the website easier to use 2.Most important action item for business services: – Make it easier to find the website

Webmasters/ e-service providers are not aware of the quantitative usage of their on-line services 1.75% of the webmasters/e-service providers answered ’Do not know’ to the questions about on-line usage 2.Only Public libraries and providers of the e-service ’enrolment in higher education’ have data on on-line usage –The public libraries have 50% on-line users in average –E-service providers of ”Enrolment in higher education” have 33% on-line users in average

Usability recommendations 1.Usability improvements should have top priority: –Websites should be easier to use, which means improvement of navigation, content design and site design. – Websites and services should be easier to find, therefore the e-services should be available not only at the public authority’s own web site, but also made available from other web sites, or at least links from other pages should be established. 2. Usability problems are expected to be minimized in the next step, and users will turn their expectations to real service improvements that require process integration or service integration

Strategic recommendations 1. User benefits related to real service improvements such as faster case handling, better control for the user and ultimately richer services are not achieved yet. Suggested strategic actions in order to improve user benefits: –Move on from simple ”going on-line strategi” to more advanced e-goverment strategies with proces integration, channel integration and service integration Make richer e-services instead of need for more transaktions Provide more value to the users by re-engineering of services and optimising of underlying workflows Automate and simplify processes. 2.Reuse of information, e.g. by larger degree of coordination of information between authorities and internally.

Acces to reports and project information: