1. 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.

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
Rockbridge Associates, Inc.

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

4. 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.

5. 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.

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

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

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

9. 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.

10. 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.

11. 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.

12. 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.

13. 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.

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