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ARCHIVED - Performance Measurement for the Government On-Line Initiative

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	Credibility
Indicator(s)	On-line information is authoritative, up-to-date, accurate, and relevant On-line information is trustworthy, and makes sense to citizens/clients
Measurement Level and Technique	Measurement at the service level using a combination of citizen/client feedback and self-assessments
Primary tool(s)/data source(s)	1) Omnibus surveys – includes, e.g., Ipsos-Reid research, NFO Interactive surveys, TBS GOL Internet Research Panel 2) Departmental reporting on GOL plans and progress – the reporting includes two types of data related to credibility: self assessment of processes to ensure that on-line information is credible, reliable, and makes sense to clients; and data from client satisfaction surveys (client feedback on the completeness, accuracy, and trustworthiness of on-line information)
Summary of results achieved in 2003	Very positive – A high percentage of Internet users think that on-line information is up-to-date. They are more likely to think that they can find the most up-to-date information through the Internet than through any other single delivery channel. GOL services are using multiple strategies to ensure that on-line information is reliable and makes sense to users. While only a few of these services have directly assessed clients' perceptions of the quality of information available on-line, direct client feedback to date has been positive.
Raw data	Perceptions of federal Web sites 76% of Internet users think that federal information available on-line is up-to-date (GOL Internet Research Panel, 2004) Internet users are more likely to think that they can find the up-to-date federal information through the Internet than through any other single delivery channel (Ipsos-Reid, 2003) – 45% think that the most up-to-date information is available on-line, 27% through a visit to an office, 21% by telephone, and seven percent in paper documents 72% of Internet users agree or strongly agree that federal sites have the information they need (GOL Internet Research Panel, 2004) According to another study, 48% of Internet users are somewhat (40%) to very (eight percent) satisfied with the amount of information available on-line about the federal government's activities; satisfaction appears to increase with greater knowledge of federal Web sites, however – 62% of those with six or more visits are satisfied, but only 43% with between two and five visits and only 35% with one visit are satisfied (NFO Interactive, 2003) – The NFO Interactive finding that satisfaction with the amount of on-line information about the federal government's activities increases as knowledge of federal Web sites increases supports the results from the GOL Internet Research Panel, as the GOL panel included a strong majority of participants who were recruited from the Canada Site and the three gateway sites, that is, participants with good knowledge of federal Web sites
Raw data	GOL services GOL departments and agencies report using various strategies tailored to the Internet to ensure that information is reliable and makes sense to clients; the strategy they most frequently mention is a Web publication process (33% of services providing data), including reviews to ensure comprehension by the intended audience and various standards – Other frequently mentioned strategies include review of content by senior managers and/or senior communications personnel (22% of services), client feedback (18% of services), and automated quality control techniques such as checking of links and data validation (12% of services) 22 of 130 GOL services (17%) report clients' perceptions of the information available on-line; for a majority of these services, client feedback is positive – Internet users are satisfied with the completeness and accuracy of the information they find, and have a high degree of trust in it – Improvements requested include: help in filtering the information available on-line, greater clarity (plain language formats), and coverage of additional topics Information management Enhanced information management principles are in place as a result of the Management of Government Information Policy (MGI), which took effect May 1, 2003 A majority of departments and agencies have used or are currently using the IM Capacity Check, a self-assessment tool allowing departments and agencies to evaluate the state of their IM practices against the MGI Policy and best practices, and to enable management to develop plans for improvement Departments and agencies have identified senior executives to oversee the implementation of the MGI Policy, and to develop a corporate culture that values information as a strategic business asset and a public trust Most departments and agencies are collaborating through interdepartmental committees and working groups to develop new standards and guidelines for the sound management of information over its lifecycle, and to share best practices, in order to facilitate implementation of the MGI Policy
Plans for improvement	Continued proactive development of Web content Continued departmental implementation of the IM Capacity Check, and development of IM improvement strategies Assessment of the adequacy of investment in IM