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Development of Evaluation Tool (KPI) for e-Gov Development
Veselin StoyanovManagement consultant, ICB
11 Mar 2011 1BG-KR eGov Experts Workshop: <TITLE>
Main Problems Related to eGov Implementation
Current situation: Clear and well structured e-governance strategy 2011-2015 The achievement of the strategy is not consistently measured. Focus on long-term general KPI. It is not clear how projects are prioritized. Information about project results is difficult to obtain.
Lack of methodology for evaluation of eGov can lead to: Inadequate results in the development of e-government Inappropriate selection of projects for realization Poor project management is not discouraged Lack of trust from stakeholders
What Is the Right Approach for Evaluation of eGov?
1. eGov KPI best practices research (EU, South Korea)
2. Analyze the objectives of Bulgaria for e-governance
3. Determine KPI to measure the objectives
4. Determine project and e-service selection criteria
5. Determine project execution KPI
6. Analyze KPI data sources
7. Propose methodology for calculation of each KPI
Project methodology
• Use proven methodology and tested KPIBalanced Scorecard Strategic Management System (BSC)
• Adapt best practices and add KPIs based on challenges specific for Bulgaria
• Evaluation must be based on S.M.A.R.T. objectives!
Balanced Scorecard (BSC)
Introduced by Harvard Business School professors Norton and Kaplan
One of the most popular and successful strategic management tools
•The strategic objectives and the KPIs are arranged in 4 major perspectives. •The Customer objective has the highest priority in non-profit organizations.
Financial
Human, Information and Organizational Capital
Internal Business Processes
Customer
ObjectiveObjective
ObjectiveObjective
ObjectiveObjective
ObjectiveObjective
General eGov perspective
Clear performance objectivesStrategic Objective
Reduction of time,efforts and price for usageof administrative servicesas well as for search andaccess to personal and
public data
e-service usersatisfaction
Plan value: 90
Tolerance range: 10
Repetitiveusage ofe-service
Plan value: 100
Tolerance range: 20
Number of clicksto perform service
Plan value: 3
Tolerance range: 2
Increase in theusage of e-service
Plan value: 25
Tolerance range: 5
Price reductionof the service
for citizens
Plan value: 20
Tolerance range: 5
Important!The key performance
indicators for measuring the success of the projects are set at the beginning.
KPI
Mistakes:The different projects are evaluated
„ad hoc” and the decision for realization is taken without clear analyses of their strategic importance.
Project X
Avg. total costs: 30000.0 EUR
Project Y
Avg. total costs: 45000.0 EUR
Str
ateg
ic p
roje
cts
Cre
atio
n o
f el
ectr
on
ic
reg
iste
r in
ag
ency
XIm
ple
men
tati
on
of
elec
tro
nic
d
ocu
men
t w
ork
flo
w i
n
min
istr
y Y
Imp
lem
enta
tio
n o
f IT
IL
Dev
elo
p e
-go
vern
ance
ed
uca
tio
n c
ou
rses
Pro
ject
x
Pro
ject
y
Perspectives Strategic objectives Performance PrioritizationCustomer Improve quality of e-services 1 6 0.3
Inclusive e-services 0.84 8 0.5Internal Business Processes
Increase paperless document workflow inside and between administrations
0.343 0.8 0.7
Processing time optimization 0.46 12 0.5 0.4 0.3Reuse of existing technology and knowledge
0.339 0.5
Human, Information and Organizational Capital
Improve the administrative capacity0.32
10 0.2 0.4
Improved security and reliability of information and integration systems and the related e-services
0.2811 0.5 0.5 0.6
Financial Planning, control and transparency of administrative costs and project management
0.211 0.3
Performance 0.64 0.727 0.67 0.19 0.42 0Prioritization 3 1 2 5 4 6
Ave
rag
e to
tal
cost
s
30,0
00E
UR
25,0
00 E
UR
25,0
00 E
UR
10,0
00 E
UR
50,0
00 E
UR
12,0
00 E
UR
Selecting Projects for RealizationLinking the expected contribution
of each project with the fulfillment of the strategy
Structured description of
the e-governance strategy
Strategic objectives
Projects that contribute to the strategic objectives
Projects priority
Projectsbudget
Result:The prioritization of projects
allows the most efficient use of financial resources.
Improved quality andaccessibility of e-services.efficiency and transparency of the public administration
High customersatisfaction
Optimal e-processes
Improved datasecurity
Low process costs
Objective 1
Objective 2
Objective 3
Objective 4
Monitoring and Measurement
Result:Objective measurement of the
degree of achievement of the government’s goals.
Reduction of time,efforts and price for
usageof administrative
services...
Plan value: 1Actual value: 0.832
e-service usersatisfaction
Plan value: 90Actual value: 78
Repetitiveusage ofe-service
Plan value: 100Actual value: 101
Number of clicksto perform service
Plan value: 3Actual value: 5
Increase in theusage of e-service
Plan value: 25Actual value: 19
Price reductionof the service
for citizensPlan value: 20Actual value: 16
Challenges:Information required for the
calculation of KPI may not be readily available (confidential or requiring research)
Results of the project so farDefined set of important
KPIs for eGov evaluation
Customer
Improve quality of e-services
Average response time per service
Service availability
Number of complaints received from citizens about e-service
Detected system errors in e-service execution
Citizen participation in the democracy
processes
Accessibility of e-government services and applications
Multichannel access to e-services
Barrier-free access to desktop, mobile and web applications (for people with disabilities and special needs)
Availability of online public and private information regarding administrative service
Inclusive e-services Unified and user-friendly interfaces for access to e-services
Reduction of time, efforts and price for
usage of administrative
services as well as for search and access to personal and public
data
User satisfaction
Repetitive usage of e-service
Number of clicks to perform service
Increase in the usage of an e-service
Price reduction of the service for citizens
Increase citizen awareness
Availability of advertisements in "key" media
Knowledge of the existence of the service
New service users
Strategic perspective
KPIs
Strategic objectives
Results of the project so far
KPI User satisfaction Type
Lagging
Category Reduction of time, efforts and price for usage of administrative services as well as for search and access to personal and public data
Calculation Survey using questionnaire with likert scale rating questions. Could be placed online on the portal where the electronic service is offered.
Unit%
Plan value 2011
Detailed description of the KPI: Leading and lagging indicators
are applied
Further developments of the project
• Identify the most important KPIs from the defined list• Weights must be assigned to the different KPIs to denote their
importance. • The government must accept the KPIs and suggest plan values.
Publishing the Results to Achieve Complete Transparency
Results:Publishing the results
from the project and the invested financial resources for stakeholders to see.
A portal should be developed that will present:•The Bulgarian e-governance strategic objectives.•The KPIs' plan and actual values.•The proposed projects for realization, their contribution to the strategy and a clear ranking of the projects.•For each realized project the project KPIs should be reported on this portal.
ITCC eGov Evaluation Tool • Clear vision• Clear methodology• Transparency