Measuring Performance
Dr. Ashraf Hassan Abdelwahab
Ministry of State for Administrative Development Egypt
What are we measuring?
• Measuring performance implies measuring the delivery of the promised VALUE
• Thus, it all starts when defining your Vision and Objectives. • The process is quite straightforward:
– Objectives should have KPIs for measurement
– Each KPI has one or more data collection and processing processes (including data validation)
– Periodically, measure KPIs and coma-per it with targeted values. • So, why is it hard for e-government?
– Data collection and validation may be tough (including reliability)
– KPIs are not defined in the same way for all countries (for comparison purposes)
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How e-gov indicators look like?
• We would like to have indicators that are: – Reliable
– Relevant – Comparable
• Comparability is an issue since in different countries you‟ll find: – Different definitions and models for service delivery
– Different technical platforms – Different services priorities
– Different political , governance, and organizational structures.
• Thus, it is of no use to focus on unifying definitions and processes just for the sake of comparability
How e-gov indicators look like?
• What may be beneficiary is to think in terms of the value delivered rather than how it is achieved or how much it costs (of course
inputs are important but their role comes in a later stage!)
• This means, the beneficiary (citizens, businesses, decision makers, civil society,….) should provide the feedback
• More importantly, they should be engaged from the first steps in defining what are their priorities and how they would like to have the service.
• Keep always in mind that indicators are used to monitor, compare
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Effective Indicators for E-gov 1
• If we can agree that at least the below represent the common objectives of E-government (roughly, a grouping of the OECD countries top e-government objectives)
– Citizen‟s and businesses‟ satisfaction
– Reduction of Administration cost (better services for less cost) – Fostering economic growth
– Transparency and Accountability (open government) – Participation and inclusion
• Thus rather than focusing on front-end, back-end, financial
indicators, we are focusing on the value delivered to stakeholders for each objective
Effective Indicators for E-gov - 2
• This model offers the following advantages over other proposed models:
– Abstracts all differences between countries in terms of types of
services, service delivery mechanism, technical implementation, and services priorities in different countries.
– Measures impact of the implementation based on a direct feedback from the end user (mainly the Citizen) whenever required
– Can be used to measure progress within a country or to compare between different countries
• The success of such scheme is determined by the acquisition of reliable data (surveys and supporting evidences).
• The problem now becomes “how to design an „accurate,
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Sample
Indicator Type ofmeasurement
Possible sub-indicators Sample
Citizen’s satisfaction Survey (verified by other measures/ statistics) Access to e-government services Prioritization of services
Satisfaction with the implemented
e-government services
percentage of citizens receiving services through e-gov new channels (rate of
increase/decrease)
#of complaints
Do you find adequate, alternative channels for performing a government service?
Are they easily accessible?
How many times you prefer to use e-government services over the normal window service?
Are you satisfied of the government service received through different channels?
From your point of view, what are the priority services that need to be
provided electronically, and how many of them are already implemented?
……
The Egyptian case: Citizen’s
satisfaction
• Annual citizens survey for:
– Awareness about E-government services – E-services Uptake
– Satisfaction – Problems
• Communication Channels: CRM (phone, email, faxes,…), and Social Media (Blog, polls, twitter, Facebook groups)
• Collect data about:
– Reduction in number of documents required for service
– Number of citizens receiving the services electronically as opposed to the total number of service users.
– Service delivery time (including processing time)
– Number of complaints received through the CRM system – Number of visits to service window
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The Egyptian case: Cost reduction
• Determine the ROI for each e-gov project before implementation – Family card subsidy delivery system: Annual cost 300 MLE and a
reduction of annual losses of about 1BLE .
• 12 Million families (out of 18 million) • No installation cost
• Completely outsourced (paid by transaction)
• Multiple services (health insurance, solidarity pensions, gas shells distribution,…)
• G2G backbone: Connecting national databases for better service delivery and decision making:
– Gradually, reduce number of documents required to receive a service (this year, birth certificate is not required for school enrollment)
– Live update of the family database (basic data of all families in Egypt) • Outsource all ICT implementation and ICT services (Data centers)
