Showing posts with label benchmark. Show all posts
Showing posts with label benchmark. Show all posts

Wednesday, February 19, 2014

What governments can teach businesses about social

Below is the presentation I gave at Social Business 2014 today on what governments can teach business in Australia about using social media and digital effectively.

There's plenty of good examples of how government is using social well - for policy development, service delivery, engagement and more.




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Wednesday, January 16, 2013

Infographics: How does Australia compare on government open data released?

I've developed several infographics (below) comparing the open data performance of nations, looking at which have national open data sites, how many sites they have across different government levels and how many datasets have been released through their national sites.

It's not a way to judge 'winners' and 'losers' - or even to compare the relative performance of countries. However it provides useful information on who is doing what and how deeply open government has been embedded in the thinking of agencies. This said...

There are 41 countries listed (by data.gov) as having open data websites, out of almost 200 nations.

In their national open data sites, in total, these nations have released at least 1,068,164 data sets (I was unable to get a count from China, Timor-Leste, Tunisia or Sweden's national open data sites), for an average of 28,869 and a median of only 483 - due to a few high release countries (US, France, Canada).

How do Australia and New Zealand rank?
As people will look for this anyway, based on the number of datasets released as of January 2013, New Zealand is 9th (with 2,265 datasets) and Australia 11th (with 1,124 datasets).

Between us is Estonia, with 1,655 datasets.

The top nations above New Zealand are, in order: US (378,529), France (353,226), Canada (273,052), Denmark (23,361), United Kingdom (8,957), Singapore (7,754), South Korea (6,460), Netherlands (5,193).

Infographics




And finally, as a tree map showing the relative size of nations by datasets...




Raw data
The raw data is available in a spreadsheet at: https://docs.google.com/spreadsheet/pub?key=0Ap1exl80wB8OdFNvR3dja3E4UGtVVi1LMU11OFBmR1E&output=html

Caveats
When it comes to nations and states there's few absolute measures, there's simply relative performance - across jurisdictions or across time.

These comparisons are often flawed due to variations in data collection, lack of information or differences in approach, however there can still be value in 'placing' nations, identifying opportunities, challenges, flaws and risks.

My work above is not a measure of the success of open data itself, but provides a relative indicator of which governments have been more successful in embedded open government principles in agencies, and how deeply. It also provides insight into wich nations are working in this space.

My data spreadsheet is also a useful 'point in time' reference to track changes over time.

Note that I was unable to count open data released outside of national open data sites - there's a lot more of this, however it can be harder to locate. Due to the sheer number of state-based open data sites (210), I've not yet done a tally of the datasets they've released, only of the 41 national sites. Watch this space :)

The data may not be 100% accurate due to differences in the approach to releasing data. data.gov provided the list of data sites and I drew specific information on datasets and apps from all 41 national open data sites, each with a different design and functionality and across over a dozen languages.

Please let me know of any inaccuracies and I will endeavour to correct them.

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Wednesday, January 09, 2013

Victorian government releases its Digital Innovation Review

Late last year I completed a piece of work with the Victorian government reviewing and benchmarking their digital innovation performance by agency, compared to other governments in Australia and around the world.

For the purposes of the report, digital innovation was defined as:
Involves the use of digital channels, tools and relevant methodologies to improve the operation of organisations and the delivery of services.
Within government this includes the use of social media and Government 2.0 approaches and channels, as well as broader use of online tools to improve agency management, policy development and service delivery.
The report reviews how Victorian citizens and the Victorian government have adopted digital channels, surveyed Victorian public servants on their online and digital innovation activity and included a series of in-depth best practice case studies of digital innovation by Victorian agencies.

It also provides suggestions for fostering digital innovation within government and improve the consistency and cost-effectiveness of services to citizens and capabilities across agencies.

The Victorian government has publicly released the Digital Innovation Review in full, and it can be found at: http://www.egov.vic.gov.au/victorian-government-resources/trends-and-issues-victoria/information-and-communications-technology-victoria/the-victorian-government-digital-innovation-review.html

I hope it is useful for governments and agencies around the world.

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Tuesday, January 08, 2013

Looking back, looking forward - where now for the eGovAU blog

Stepping into the fifth year I've operated the eGovAU blog, I wanted to take a look back into its history, and a look forward to what readers can expect in the next year.

I started eGovAU in 2008 to help access and share information and experience across the online communications space within government, as I found there were few formal networks or forums for people working in this space to get together and share their expertise and challenges.

At the time few agencies employed social media or Government 2.0 in their official activities, there was low awareness of the options and considerable concerns about the risks of new media channels. Public servants who used social networks personally kept a low profile, while many middle and senior managers I spoke to simply didn't see the value of social media in government communications, service delivery or policy work.

Now, just into 2013, I've published 1,259 posts (including this one), ranging on topics from open government and social media to how new media can and is changing the process of service delivery and policy development. I've had 1,353 (non-spam) comments in my blog, though many more through content syndicated in other sites.

Monthly page views to the eGovAU blog
eGovAU has had over 400,000 page views and, with content syndicated or republished on five continents, the actual traffic has been much higher - as has the number of comments.

While this isn't amazingly high, there's realistically a small core audience for my main topics, and I've received enough positive feedback in person and via other channels to feel that eGovAU is worthwhile.

Traffic to eGovAU has grown consistently over the years, despite decreasing my post rate from five per week in 2008-09 to three per week in 2010-12.  I like to think this correlates with the growth in interest in Gov 2.0 and social media within governments in Australia.

In the same period of time - 2008-2013, we've seen the majority of state and federal agencies, and many local councils, adopt social media channels as a core part of their external communications and engagement. Many have mandates, support and guidance for social media, open data and Government 2.0 activities - though there's a few tail-enders still resisting the trend.

Gov 2.0 and government social media groups have been established in many jurisdictions, with regular free events helping to formally and informally help public servants to share successes, seek experienced help to address individual agency challenges and to help share and build on good work, improving processes and outcomes for governments.

My blog has also become more cumbersome - with over 1,200 posts, finding older (but still relevant) content is tough - even for me. While I use largely standard tags to organise posts, I can't easily divide content into different types - product reviews, case studies, resources, thinking.

As such it's time for my blog to change tact, from the goal of building the Gov 2.0 community, to a focus on supporting the existing community, helping it to expand beyond its digital communications and IT roots into every corner of the public service.

So this year you'll see a number of changes to eGovAU, starting soon.

This will begin with a change in the blog platform (and by necessity the location), to one that provides better control over the design and layout of content. This aims to make information structurally easier to find and read, allows me to improve commenting, rating and sharing systems and to address comments about the colour scheme (FYI John).

Following this change I'll begin providing a broader range of content posts, designed to both help people new to Gov 2.0 and social media in government and to provide useful content and resources for experienced practitioners. This will include (but not be limited to):
  • product/service reviews to help busy public servants understand the options available to them, 
  • topic briefing papers to help middle and senior managers make quick sense of specific areas, 
  • a searchable resource centre indexing useful third-party papers, articles and research reports, 
  • templates and tools to help agencies 'hit the ground running' with specific social media projects, and
  • an improved calendar of public-sector relevant Gov 2.0, open data and social media events.
I've also begun working with an editor to develop a series of free eBooks, each focused on a different Gov 2.0 theme, to make it easier to find and absorb information on particular topics. These are based on my blog posts, but will include additional content updating them and linking them together.

I will also be pushing into video and audio posting, to provide a different way to access content,  providing a regular snapshot of what is happening in the Gov 2.0 space and allowing me to support interviews and video case studies with various people involved in open government and Gov 2.0 around the world.

Looking back, I'm proud of what I've achieved with eGovAU and of how actively many across Australian governments have adopted digital channels to help their agencies continue to be relevant and effective in a networked world - often despite great internal resistance.

Looking forward, I want eGovAU to continue to help public servants to realise the promise of new media, to amplify communication, increase transparency and accountability, inform debates and bring more citizens 'inside the tent' on developing and implementing government policies and services.

As always I welcome suggestions and comments - positive and negative - of what you'd like to see more or less of. I'm almost always available for a chat on Twitter and will be around in person as well.

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Wednesday, October 03, 2012

Government tops the list of effective email marketers

For all the claims of government communication being expensive or ineffective compared to the private sector, government has topped the Vision 6 Email Marketing Metrics Report for January - June 2012.

Vision 6, an email marketing company based in Queensland, has reported on the email marketing effectiveness of Australian companies and agencies for the last five years.

Government has consistently performed well in these reports, well ahead of industries such as IT & Telecommunications, Insurance and Superannuation, Advertising/Media/Entertainment, Retail and Consumer Products, Hospitality and Tourism and other 'traditional' heavy email marketers.

In the January - June 2012 report, Government topped the list of 16 industries both for most email opens (33.64%) and most clickthroughs (8.89%).

Open rates for industries from Vision 6's Email Marketing Metrics Report
Looking across all industries, the average bounce rate for emails was around 5.5%. This varied slightly by size of list, the lowest for lists of 10,000 or more email addresses at 5.01% and the highest for lists of 500-9,999 email addresses at 5.81%, with Government averaging 5.38% across the board.

The lowest bounce rate was received by the Trade and Services industry at 1.98% and the highest by Science and Technology at 11.67%.

All days saw fairly even open and click-through rates, dispelling the myth that people prefer opening emails on Tuesdays, and Thursday appeared to be the most popular day for sending emails, despite being average for open and click throughs.

Almost two-thirds of emails (64.65%) that were opened were opened within the first 8 hours (30.2% within one hour and another 34.45% between one and eight hours), four in five within 24 hours and 91.66% within 72 hours (three days) of sending.

Vision 6 says that with increasing use of mobile devices the time before emails are opened is falling - so with only about half of Australians using smartphones and 12% of households owning a tablet (compared to 18% in the US according to Pew Internet), there's plenty of scope for email open timeframes to continue to decrease.

Mobile has become so important already for consumers that Vision 6 also reported that the iPhone mail application has leapt into third spot (at 16.28%) behind Outlook 2003 (at 17.54%) and Apple Webkit (at 16.53%). In fact mobile accounted for 24.33% of all email opens.

To gain more insights on email marketing, and to view all of the reports back to 2006, visit Vision 6 Email Marketing Metrics centre.

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Thursday, May 10, 2012

eDemocracy report from Lowey - US striding ahead

If I were the leader of a nation that wasn't friends with the US I would be very concerned with the successes of their eDiplomacy program and looking to counter it with my own.

And if I was the leader of a friendly nation, I'd still be seeking to carve out my own eDiplomacy space, to retain some element of influence in the future.

The UK has realised this, Canada has realised it, though I'm not as sure Australia has woken up to it as well.

The Lowey Institute has released an excellent report on the state of US eDiplomacy by Fergus Hanson, which may help as a wake up call.

Brought to my attention by Peter Timmin, who writes the Open and Shut FOI blog, Fergus's report, the result of four months spent in the US with the State Department, found that there are now 25 separate ediplomacy nodes operating at State’s Washington DC Headquarters employing over 150 full-time equivalent staff.

Additionally (the report says) a recent internal study of US missions abroad found 935 overseas staff employing ediplomacy communications tools to some degree, or the equivalent of 175 full-time
personnel.


The report states very clearly that, in some areas ediplomacy is changing the way State does business. For example,
In Public Diplomacy, State now operates what is effectively a global media empire, reaching a larger direct audience than the paid circulation of the ten largest US dailies and employing an army of diplomat-journalists to feed its 600-plus platforms.
In other areas, like Knowledge Management, ediplomacy is finding solutions to problems that have plagued foreign ministries for centuries.
One of the key changes that Fergus noted was how the organisation functioned as a start-up, not as a staid old-fashioned bureaucracy. For example,
In interviews with office staff, conversation quickly turns from notional duties to ‘passion projects’ – the new ideas and platforms staff work on in their spare time. And there are plenty in the works. The Inspector General, whose recent report on the office made it sound like a review of a Silicon Valley start-up, noted over 40 underway.
Other employees also seem to have got a message regularly repeated at the Office of eDiplomacy; Experiment. It’s okay to fail. One enterprising official working on US library spaces abroad realised how costly and pointless it was sending physical books across the globe and cut a deal with Amazon to get discounted Kindles delivered instead.
And in Zimbabwe, the greying US Ambassador, Charles A Ray, has embraced Facebook as a way of circumventing the iron grip Robert Mugabe exercises over freedom of the press. He engages in an active and animated discussion with Zimbabweans about how they view the world.
In my view this report doesn't only highlight the new world of diplomacy, but also the new world of the public service.

The approach taken to engage foreign citizens could be transferred to domestic agencies and used to engage US citizens as well.

Is State the future of public services around the world? Time - and good leadership will tell.

However just as nations who fail to remain commercially competitive find it increasingly difficult to maintain incomes, education levels, lifestyles and services, countries that fail to be competitive in their public governance are likely to be at significant disadvantage in international relations.

eDiplomacy is already here and working. The challenge has been laid down. Can Australia's present public sector and political leaders take it up?

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Friday, April 20, 2012

If Facebook, Twitter, LinkedIn, Google Plus and MySpace were Aussie states

Many of you are probably aware that Facebook's active membership is larger than the population of the world's third largest country, however the numbers are getting too big to relate to Australia.

So I've taken the idea and compiled a view of Australia by state, including the main social networks used by Aussies as if they were states.




Notes
  • Growth rates are based on 9 months, with state population for March 2012 extrapolated by applying 75% of the growth for the 2010/11 year from the ABS. The growth rates for social networks were calculated backwards based on having statistics on subscribers for both March 2012 and June 2011.
  • Google Plus wasn't on the scene until August with 365,000 users - since then it has grown at a rate of approximately 337% per year, making it by far the fastest growing social network.
  • Some social networks have decreased in numbers. Two data points are not enough to establish a trend and Twitter tends to fluctuate up and down on a monthly basis and it is difficult to define a clear direction for the service. MySpace's trend has generally been down for several years (refer to this Infograph and data for 2011 from Social Media News).

Sources:

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Thursday, November 24, 2011

In traditional organisations, innovation often appears to happens at the wrong end of a gun

When I think back over the most well known innovation successes over the last few years, and I am not specifically referring to the public sector, an aspect that springs out at me is how often these innovations occurred during a major crisis or due to a funding crunch.

In other words, these innovations frequently happened when organisations were placed at the wrong end of a gun.

It appears to me that often these innovations only occurred, or were allowed to see the light of day, because the pressure put on organisations by environmental or internal changes altered the perceived risk of innovating to be less than the perceived risk of not innovating - "the ship is sinking anyway, so we might as well try something different.

This raises several major concerns for me. Firstly that some organisations are incredibly resistant to innovation and can place themselves, or their management, into unviable situations by not beginning to innovate soon enough.

Secondly if the leadership of an organisation can see this conservative at work but wish to see innovation occur they may draw the conclusion that they need to place the organisation in significant distress - cutting budgets or hoping for (stimulating?) an external crisis that threatens its future viability.

This places enormous stress on individuals, with all kinds of negative consequences.

Isn't it better for organisations to proactively institutionalize innovation and change processes? Become capable and willing to change before a crisis occurs? To make innovation a key strategy for organisational adaptation rather than a last resort when system failures are already well underway?

This would involve changing the view of innovation to be an activity that is rewarded as a behaviour and activity, rather than being one that is punished, except at the organisation's "death's door".

A few organisations have successfully integrated innovation into their DNA as a core driver of their success. I hope more do so in the future and, at a larger scale, more societies as well.

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Wednesday, June 29, 2011

Public Sector Innovation Toolkit released

Tonight the Department of Innovation, Industry, Science and Research has released the Public Sector Innovation Toolkit website.

The website is part of the APS-wide innovation agenda, designed to help public servants develop and apply innovative solutions.

Published under a Creative Commons Attribution license, the Innovation Toolkit is being used to,
  • provide information about the innovation process, tools and approaches that can support innovation in public sector organisations
  • provide updates on developments in APS innovation
  • provide links to relevant information and research
  • discuss issues relating to public sector innovation
  • ask for input
  • highlight examples of innovation in the public sector.
 As a living resource I expect to see the toolkit growing and maturing based on the feedback of its users as a world-class tool for public servants.

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Friday, March 11, 2011

Australian Government launches data.gov.au

Joining the US, Canada, the UK, New Zealand and a host of other jurisdictions already leading the way around the world, the Australian Government has now launched its official government data sharing website, www.data.gov.au

Announced by Special Minister of State, Gary Gray, in the post Release of data.gov.au on AGIMO's blog, Minister Gray said that,
...The release of public sector information in the form of datasets allows the commercial, research and community sectors to add value to government data in new, innovative and exciting ways.

Data.gov.au plays a crucial role in realising the Australian Government’s commitment to informing, engaging and participating with the public, as expressed in its Declaration of Open Government and Freedom of Information (FoI) reforms.

The new site currently lists around 200 datasets and links to other Government data catalogues such as the Australian Bureau of Statistics, Australian Spatial Data Directory and the Queensland Government Information Service plus many other government data sites.

It includes tools to allow the public to suggest datasets they'd like released, to rate and comment on all datasets within the site, provide feedback and improvement suggestions and submit mashups or other data-based initiatives.

There's also a showcase of mashups and prominent Australian Government data-based initiatives.

Government agencies may submit datasets online and AGIMO has provided support for hosting datasets in a cloud-based storage solution if they're unable to host them effectively in their own sites.

It is quite an impressive site. AGIMO has clearly been listening to the community and building on the experiences of other government data sites around the world.

It will be interesting to see how rapidly the number of datasets grows and the innovative uses people put them to, developing services and new insights to support citizens, create value and drive public policy initiatives.

Below is a list of other government data sites around the world sourced from Govloop (built using Socrata) as a comparison.


Powered by Socrata

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Monday, November 23, 2009

Australiam Gov 2.0 Taskforce announces winners for its brainstorming and innovation competitions

Australia's Government 2.0 Taskforce has announced the winners of its structured brainstorming competition, which was held in September - October this year.

The competition involved public submissions and voting via an ideas market system with the final decision on winners being made by the Taskforce.

In the structured brainstorming category there were two winning ideas, both nominated by Brad Peterson,


In the Government 2.0 Innovators category, the Taskforce announced three winners,

I'm honoured to both have been nominated and to have been selected amongst the winners and would like to commend the other winners for their efforts.

I'd love to see similar events run on a ongoing basis to help encourage the suggestion of good ideas, reward those innovating in government and inspire others to do likewise - similar to the US's SAVE award (introduced by President Obama in September).

Perhaps this would even inspire agencies to run similar awards/competitions internally to encourage innovation that improves their operations, as the US Transportation Security Administration does via its IdeaFactory tool.

It is very hard to manufacture innovation in a highly structured organisation, however it is relatively easy to recognise and reward it.

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Wednesday, October 28, 2009

Finding Australian government on social media

It can be quite hard at times to find out who in Australian government is doing what using social media.

However due to a new service from the Victorian government it is possible to easily see what Victoria's state and local governments are doing online.

Hosted at Victoria Online, the social media section provides,

a comprehensive list of social media pages for local, state and federal government. This includes RSS feeds, podcasting, photo sharing and various other online communication tools.

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Friday, April 03, 2009

Is Australian egovernment innovation on life support?

I've been reading a post by James Dellow at his Chieftech blog, Using Twitter as a benchmark for Australian local government use of social media.

He compared the 90 out of 468 (approx. 20%) UK councils using Twitter to the 3 out of 677 (less than 1%) Australian councils using the tool to engage online, asked the question,

If you work in local government in Australia I would love to know more about what’s stopping you from experimenting with social media and social computing.


Of course the UK isn't the only nation making extensive use of Twitter and other online tools to engage citizens. The US is on a similar path, with over 300+ US government agencies and politicans officially using the service.

Governments across Europe and Asia are also adopting this and other online tools in a strategic and integrated way.

If anyone has an answer to James' question, I'd like to read it as well.

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Wednesday, March 25, 2009

A method to measure the level of government 2.0 in a government site - egovernment index

Andrew Krzmarzick has posted an interesting article on his Generation Shift blog regarding a method to measure the level of government 2.0 services included in a government site.

Developed by the Brookings Institute, the approach involves scoring agencies against a set of criteria and tracking them over time. The Institute has analysed over 1,500 US state and federal government sites against the criteria, providing a large sample for comparison purposes.

The Brookings Institute has produced a report on the topic, State and Federal Electronic Government in the United States, 2008 (PDF).

It is a very interesting read and might provide a useful benchmarking tool for Australian government agencies to measure their own sites.

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Wednesday, February 04, 2009

Microsoft online campaign encouraging US government IT officials to post best practice videos

Over in the US Microsoft is running a major campaign targeting government which aims to collect best practice videos from senior IT leaders in the public sector.

Based on the premise that shrinking government budgets means that IT has to achieve more with less, the Bright side of Government site aims to,

spotlight the “bright side” of IT in the government sector with videos, by you and from you, that showcase how government IT pros are putting technology to use to help state and local government agencies do more with less.

Videos are viewable from the campaign's Youtube site - government star.

There are a number of videos already from CIOs and other senior public IT officials, however my favourite so far is the video below from the State of Missouri.



Are we ready for that kind of online knowledge sharing with the goal of reducing costs here in Australia?

And can Australia public sector IT professionals script and shoot better videos than their US counterparts?

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Wednesday, November 05, 2008

US satisfaction with egovernment services rising

The US government has recorded the second consecutive increase in satisfaction, to an average 73.5 percent in the latest E-Government Satisfaction Index, part of the broader American Customer Satisfaction Index (private sector website satisfaction is at 80 percent).

As reported in CRM Buyer, 25 percent of sites achieved a rating over 80 percent.

The feature constituents were least satisfied with was navigation (37 percent were satisfied), whilst 96 percent were satisfied with search functionality.

Commentators are expecting the upward trend to continue as a result of the ongoing US financial crisis.

This upward trend will likely continue, Freed [Larry Freed, president and CEO of ForeSee Results] said, if for no other reason than current budgetary constraints. With the U.S. government now committed to a US$700 billion financial rescue plan, money will be tight in all other categories. "E-government can deliver a huge payback because it is so much more efficient," he observed.





Type rest of the post here

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Sunday, September 07, 2008

Addressing customer service for the email channel

From my experience in government, both as a customer and as a public servant, I've discovered that when addressing emails from citizens, government agencies often treat email as surface mail rather than as a phone call.

This means that citizens who choose an electronic communications route can often expect response times measured in weeks or months, rather than in minutes or hours.

Personally I find this unacceptable.



In asking why this was the case I have been told that government cannot discriminate based on mode of contact. That we cannot respond faster to customers choosing to use email rather than surface mail - even though a wait of even a few minutes is considered unacceptable for phone calls.

I have also been told by some departments (by phone or via their websites) that they cannot respond by email at all. That to protect my privacy they must send messages via surface mail - that post is more secure, more convenient or more official - even if I am happy to accept the risks and choose to email them.

I saw a similar situation in the private sector five years ago. Companies were unsure whether to treat emails as a postal medium or a a telephonic one.

They did not have a clear understanding of how email worked technically and did not trust its reliability or security (compared to other mediums).

They did not have staff trained or processes in place to handle a high-speed written medium.

Fortunately, at least in the private sector, many organisations are now more mature in their understanding and application of email.


Treat email as a phone call, not as a letter


My solution to ensuring emailing customers get the right level of respect and service in both public and private organisations has remained the same - treat emails as phone calls.

Email is perceived by the community as a nearly instant form of communication, like the telephone or face-to-face.


None of us would let a phone ring for a month before answering it, so why subject customers choosing email to this?


Address security and privacy concerns in a positive manner


Email is often treated with suspicion by organisations, due to perceived security issues in how it is transmitted from place to place and the concern that it is easy to intercept.

However people have adopted email regardless of perceived risks due to its benefits - high speed and low cost with a fast response time. Today, throughout western countries, people send many times more emails, often of a personal nature, than they make phone calls.

Given that government organisations have a greater obligation to protect citizen information than do our customers themselves, how can this be addressed?

I have a three point plan I have successfully used in organisations (including my current agency) to begin to address these concerns.


Three steps to better customer service (by email)


1. Formally assess the risks of email alongside telephony and surface mail


Many organisations have a defacto email security policy, one that has grown from personal opinions, interpretations and often from misunderstandings about the medium rather than through an objective and formal risk assessment process.

This is easy to address - get the legal, technical and customer service people together in a room and assess the risks of each form of customer contact.

It is particularly important to assess relative risk, for example:

  • Are the security risks of email greater than for mail, fax, telephony or face-to-face?
  • Is postal mail guaranteed to be delivered?
  • Is it easier to steal letters from a mailbox than emails from a computer?
  • If people choose VOIP telephony, is this treated as email for security purposes?
  • Can different levels of privacy be enforced for different mediums/security levels?

Consider different scenarios, for example:

  • Are privacy considerations different when the customer initiates (email) communication (with personal information).
  • Can customers explicitly provide permission to receive responses (by email) for a set period (even if done by phone or signed fax/letter), accepting responsibility for security?

Consider organisational capability, for example:

  • Are staff adequately trained to respond to emails?
    Just because people are good on the phone doesn't mean they are good at writing emails! An appropriate etiquette level may have to be taught.
  • Is the organisation appropriately resourced to address emails in a timely fashion?
    International benchmarks indicate that optimally emails should be addressed in less than four hours, with two days the maximum timeframe people are prepared to wait for adequate service. Can your organisation achieve this - and if not, what mitigations does it put in place to communicate this to customers (who will email anyway!)

Assess customer expectations, for example:

  • What do customers expect in terms of privacy in email and other mediums?
  • Do they expect the same detail level in responses?
  • How fast a response do they expect?
  • Do they expect organisations to answer as much as they can can and then refer the customer to another channel?

Out of this it becomes possible to correctly understand the medium's characteristics, the real risks, what customers expect and then determine the mitigations which diminish, remove or defer any critical risks.

 

2. Change internal policies that do not reflect law

Often side-effect from not having conducted a formal risk assessment, internal email policies may not always reflect the current laws of the land (policy is often stricter).

Once a formal risk assessment has been conducted, you should review and rewrite internal policies on customer communications to reflect the risk assessment outcomes.

These policies should include details on when and how a customer can choose to accept the risks and take ownership of the security of the process.

If you find that there are no written policies, write them down and communicate them widely. They should include the background and 'myth-busters' as well as the code of (email) conduct.

 

3. Review laws to meet community expectations

Sometimes it's the actual laws themselves which are out-of-step with community sentiment and concerns.

Laws are living things, frequently being amended and adjusted to address new situations and changes in social norms.

Privacy and security laws  are no different to other laws in this and require regular review to match citizen expectations - there is no 'right' level of privacy, it is dictated by public opinion.

As such, if your customer sentiment reflects a different view and acceptance of (email) security than do Australia's laws, feed this information back into the policy process.

Change is possible, and it will allow your organisation to provide better customer service as a result.

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Thursday, August 28, 2008

Australia rated 6th in global egovernment study

Brookings University recently released its report Improving Technology Utilization in Electronic Government around the World, 2008 (link to PDF).

This ranks the government websites of 198 nations, reviewing 6-10 sites in each nation.

Australia ranked 6th, behind South Korea, Taiwan, the US, Singapore and Canada, up from 8th position last year.

As a benchmark this is great - it's better than our Olympic ranking (on substantially less funds per website than we spend on medal winning athletes), and substantially better than our global population ranking of around 50th.

However this study compares governments against other governments, rather than with citizen expectations.

While I do use other governments' initiatives to stimulate my thinking, I'm more interested in what our citizens want.

I also regularly refer to AGIMO's fantastic work on the use of government services online, and the 2006 e-Government Strategy, Responsive Government. There was also the (now superceded) Guide to Minimum Web Site Standards.

However none of these provide a citizen-centric view of what government sites need to provide that can be used to provide numerical ratings for each government site.

I'd love to have such a ranking available as I used to have in the private sector - using Global Reviews - to provide guidance as to what our citizens want, and the relative importance of different functionality. This would greatly assist my team and I'm sure other online groups, to prioritise online developments inline with citizen desires.

Has anyone seen a study in Australia or elsewhere on the community's expectations of how citizens should be able to engage government online?

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Tuesday, August 12, 2008

Benchmarking government websites, intranets and egovernment services

I've found it quite difficult to benchmark my agency's online services against those of other agencies in Australia.

Besides AGIMO's annual report on Australians' use of and Satisfaction with e-Government services and some of their past case studies, there's limited information available across Australian agencies regarding different departments' online experiences.

Over in New Zealand they recently benchmarked local government sites (PDF) and also benchmark government use of ICT and accessibility every few years.

In Europe they benchmark the supply of online public services (PDF) and a document from 2004 provided a very keen insight into why and how to benchmark public services.

In the US there is a quarterly review of government sites for user satisfaction.

So if anyone from another government agency is interested in benchmarking their online services, drop me a line.

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