Thursday, November 06, 2008

Using egovernment to improve customer service

A useful article in MyCustomer.com outlines how egovernment has become a central plank in the UK government's drive to provide, Service, service, service: The new public sector mantra

The article looks at how the focus has shifted in the UK from the 2005 aim to get all services online to use the online medium positively to raise customer service outcomes.

"We have to accept that having all Government services online by [2005] is not as good as having better services online. The only reason we should be doing any of this is if we can deliver better services online."


That's an interesting thought when weighing up whether Australian government should be investing in placing more services online, or in improving the delivery of the services already available.

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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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Building a catalogue of Government 2.0 best practice

A public wiki has been created to capture examples of best practice Government 2.0 initiatives from around the world.

It's just starting out but already has some great examples of how different governments are using tools like blogs, wikis, video and social networks to achieve their objectives and better service customers.

If you have an example to share, or want to learn from the experiences of other egovernment practitioners, visit the site at Government 2.0 - Best Practices

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Should the government provide online services where competitive commercial sector services exist?

In the past it has been the practice for many governments around the world to avoid playing in the centre of commercial spaces, where competitively priced services are already provided by private businesses.

Government interventions in these markets are managed through legislation and direct intervention as a last resort (in cases of market failure) - as we are seeing in the current financial crisis in some countries.

The philosophy behind this approach is often that in markets where the private sector is willing to provide goods or services, competing on price, options and customer service, it is less likely that a government can add the same level of value.

Instead government concentrates on the 'margins' - situations where people are unable to afford or access the mainstream private sector services.

This, in essence, is how the public housing and unemployment benefits systems function. In both cases there are private sector options (private rentals/home purchase and jobs), while governments provide safety nets for citizens unable to access these alternatives.

Should government follow a similar approach online?

Looking at the online world, the costs and barriers to providing information and services have declined, broadening the range of services that may be offered by private enterprise.

Reflecting this, should governments follow the same philosophy of avoiding playing in commercial spaces, again only focusing on marginalised citizens?

Or should government provide public alternatives to existing commercial services?

This is a big - and highly political - question, which can be seen by the Commonwealth government's stance on internet filtering. While there are many commercial products available (from retailers, ISPs and online) including both charged and free services, the government is pursuing an approach of providing its own products, licensed from commercial providers, to ensure availability.

Similarly, should government provide 'web infrastructure' tools such as geospatial services, when large commercial organisations are already providing these services?

Geospatial services are a case in point.
We've seen the WA and QLD governments roll out their own public geospatial services specifically for their own state use, with the Commonwealth soon to follow suite at a national level via the AGOSP program.

These services provide similar functionality to both Microsoft and Google maps, and in fact Perth's public transit authority has its timetables available in a Google maps beta (but not in the state's own geospatial service).

Equally, for search, the Commonwealth government licenses the FunnelBack search technology, designed in Australia by the CSIRO, for use in Australia.gov.au and other sites (including the CSA website) rather than implementing Google's free service, as the US government has done.

In both these cases governments have followed a competitive tendering process to select the technology that best met their documented needs. The solutions are also under the control of Australian governments, rather than being owned and operated by foreign owned companies.

However, as demonstrated by Sensis this month, as reported in the SMH's article Sensis concedes defeat to Google, sometimes where the market is going is also important.

Sensis is discontinuing its Yellow Pages search and maps technologies. It will instead rely on Google to provide both services. As Google search was reportedly used by more than 7 million Australians per month, rather than the 184,000 who used Sensis's search engine there's clear commercial reasons why Sensis would want to stop sinking funds into trying to keep up with Google and instead leverage Google's audience.

Is this a valid choice for government?
Rather than custom developing or tendering for services that copy publicly available (and generally free) online services, should government agencies 'piggyback' instead?

This is a hard question to answer. Various Australian government agencies already piggyback on publicly available services - such as MySpace, SecondLife, Youtube and Google Maps.

On average Australian government websites get 25 percent of their traffic from Google search (based on Hitwise's statistics) - far outweighing the level of traffic from the central state or Commonwealth gateways.

On this basis, Australian government is already piggybacking on publicly available commercial services - and highly effectively.

However when introducing its own internet filters, customised geospatial services or search tools, Australian government is choosing to not piggyback - taking on the burden of building usage and investing in the ongoing development of new features to remain current with the commercial market.

I'm not about to venture an opinion on whether or not governments should follow this route, these decisions may be made for reasons of national security, flexibility or specific public needs.

However the options should be carefully considered by the initiators of these projects.

The decision to 'go it alone' needs to take into account the competitive landscape.

What alternative services are available for citizens - which do online audiences already prefer and why?
Why should citizens choose the government alternative and will the government's service deliver the outcomes citizens desire?
Is the government prepared to invest in continuous development? Or will the service fall behind commercial alternatives?

Without a full consideration of these factors, like Sensis's failed mapping and search service, these government offerings may not, in the longer-term, deliver the benefits desired.

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Victoria releases egovernment landscape scan

Last week Victoria released the full text of the Victorian State Government E-Government Landscape Scan, conducted in August this year.

The paper provides a review of the last six years of egovernment experience for the state, some of the challenges being faced in balancing the needs of citizens versus the needs of government and the different maturity levels of different agencies, with some key insights into how the state can improve performance into the future.

It's a great read for anyone involved in the egovernment area from state or federal levels.

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