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.
Can’t help with websites, but for intranets…
The Intranet Review Toolkit provides a useful basis for benchmarking, although you would still need to get together a group of people to do it.
The Intranet Peers in Government list may be a good way of connecting up with other agencies to organise this type of benchmarking.
You may also be able to use the Intranet Leadership Forum as another avenue for coordinating benchmarking.
Hope this helps, James