ARCHIVED - Interview Guide

6.  Performance Management

General

1. Is the organization monitoring service metrics and client satisfaction and adjusting accordingly?

1. To what extent is client feedback sought and acted upon in delivering online services?
2. Are client satisfaction and application performance metrics measured regularly?

• Is actual as well as perceived quality of online service delivery measured?
• Are client expectations/ needs/ wants considered in business planning and service delivery decisions for e-government?
• Are measures of client satisfaction with online service delivery tracked and trends reported regularly?
• Are client satisfaction results shared across the organization and with clients?
• To what extent do clients participate in program and service delivery design for online services?

1. Are a privacy policy and standards in place and considered when designing e-government applications?
2. Are mechanisms in place to support the privacy policy, such as training for staff, audits of compliance with the policy, and standards?
3. Are privacy impact assessments done throughout the project lifecycle?

• Does the organization's privacy policy define privacy and does it address the issue of sharing of data with other organizations?
• What support is available for staff who conduct privacy impact assessments (e.g. training, specialist support, etc.?)
• Is corrective action taken as a result of audits of adherence to the privacy policy?

3. Benefits Monitoring

1. To what extent are benefits projected and then tracked for e-government services?Is information about benefits used to influence investment decisions by senior management?

• Are there tools and techniques to support benefit tracking at the project level?
• Are benefits of on-line services consolidated at an organizational level?

1. What mechanisms or service standards are in place to ensure service delivery predictability of e-government applications?
2. To what extent does on-line service delivery performance influence ongoing business planning decisions?

• Are there mechanisms in place to measure system reliability and availability?
• Are reliability and availability measured and compared to targets?
• Are e-government applications tuned and re-engineered in light of performance shortfalls?
• Do on-line service levels compare favorably with government-wide service standards for electronic service delivery?

1. Does the organization have a framework for identifying key programs and services for on-line service delivery?
2. Is there a mechanism to monitor progress in achieving the goal of making key programs and services available on-line, as well as a means to report this progress?

• Is the measurement of on-line maturity used to adjust the e-government program?
• Is the measurement compared to external benchmarks? How does it compare?
• Are a significant portion of the organization's programs and services available on-line?