ARCHIVED - Performance Measurement for the Government On-Line Initiative

Publish basic information (push)

1. Web presence: Summary information about the service is available on-line, e.g., contact numbers, office locations and hours of operation, a general description of the service, etc.

2. Basic reference: Some basic documents are on-line. In many cases, however, clients still need to use off-line sources to access these documents.

Note:    "Basic documents" can include policies, relevant regulations and/or laws. They can also include reports, communications pamphlets, FAQs, etc., depending on the service in question. The key point to note is that these are documents that someone familiar with the service in question can easily and quickly identify, and that clients can easily obtain through off-line sources as well (e.g., offices, reference sections in libraries).

3. Reasonably complete reference: A reasonably complete set of these basic documents are available on-line. In addition, processes are being considered/developed to ensure that on-line information remains well-managed, that it remains accurate and up-to-date (e.g., content management systems).

Note:    "Complete", here, is understood only from the perspective of the service provider, not the client; and it focuses on documents that clients can easily obtain through off-line sources, not on the vast information holdings of services that could potentially be made available through new technologies.

4. Deepening of holdings: Information is increasingly put on-line in response toclient needs/requests; there is an emphasis on making information available to clients that is otherwise difficult to access, hidden, or not available through off-line sources. As well, processes are being established to ensure that on-line information remains accurate and up-to-date.

Note:    There is a clear distinction between the third and fourth stages of progress. In this fourth stage, there is a strong client focus, which guides decisions in making information available on-line. Services have also made clear progress in going beyond providing the "basic documents" of stage three. Depending on their clients, and on the type of information that they provide, services can adopt different strategies as they provide more information on-line. They can treat information as a free public resource, and thus make it as comprehensive as possible; or they can see themselves as an authoritative source of information, and thus provide it more selectively. Note, however, that the "deepening of holdings" is an open-ended process; once begun, there is no end-point in putting information on-line.

5. Segmentation: Clients are increasingly segmented into sub-groups, and information is increasingly tailored for them based on a broad range of user characteristics. Text is written in a plain language style that can be easily understood by the client group for which it is intended, different media are used to communicate information, and specialised portals are developed where appropriate. In addition, some on-line interaction between clients and service providers is possible. For example, clients can submit requests for reports, surveys, etc., and receive automatic confirmation-of-receipt notices. Other interactive tools are available on-line, but most specific questions are still answered through off-line channels.

Note:    "Segmentation" is more than just identifying clients using broad categories like individuals and businesses.

6. Interactive tools: Clients can use a full range of interactive tools to receive customised information on-line. These tools can include, e.g., database queries (including cross-tabulation requests), calculators, mapping tools, intelligent response systems, real-time discussions, etc. Live and automatic navigational aids facilitate the use of on-line services, where appropriate. E-mail management systems are in place to deal with the growing volume of correspondence, including the increasingly detailed questions as information becomes more readily available.

Note:    The above list of interactive tools is not intended as a checklist – it is neither exhaustive, nor may every example be appropriate for every service. The key criterion in determining whether services have "a full range of interactive tools" is what clients can reasonably expect to do on-line, given both their information needs and current technological possibilities.

Provide client-defined access to information (pull)

7. Customised profiles: Individual clients can establish multiple profiles on-line and receive information based on these profiles. Subject to privacy guidelines, they can also receive unprompted suggestions, updates, and other information based on their user histories, traffic patterns, etc.

8. Partial synthesis: Individual clients have partial capability to pull information from diverse on-line sources, and they have some tools to combine or synthesise it in order to create new information products.
9. Reasonably complete synthesis: Individual clients have reasonably full capability to pull and synthesise information from diverse sources, which allows them to conduct detailed research on-line. They can access more complete and reliable information on broad policy objectives or societal outcomes – e.g., safer communities, a cleaner environment, etc. This includes not just high level trends and other summary data, but also the reports behind these summaries, raw data, and other information on the specific programs that are thought to contribute to the achievement of these objectives. Not only are there multiple levels of information, clients are also able to choose the level that is appropriate for them, thus contributing to greater transparency, accountability, and engagement.

Publish (passive/passive)

1. Web presence: Summary information about the service is available on-line, e.g., contact numbers, office locations and hours of operation, a general description of the service, etc.

2. Basic reference: Some basic documents relating to the service are on-line, e.g., policies, regulations, laws, most commonly used forms, etc. In many cases, however, clients still need to use off-line sources to access these documents.
3. Reasonably complete reference: A reasonably complete set of basic documents is available on-line. In addition, processes are being considered or developed to ensure that on-line information remains well-managed.

Interact (active/passive)

4. Partial communication: Some clients can communicate on-line with the service provider. For example, they can submit basic forms or documents. There is no confirmation of status, however, and clients receive the details of any outstanding issues through off-line sources.

5. Full communication: All clients can communicate on-line with the service provider. In addition, some interactive tools are available on-line to respond to queries, but off-line sources are still an important source of information and guidance.
6. Reasonably complete interaction: All clients can submit a full range of information relating to their transaction, and receive individualised responses to their submissions, where appropriate. There is a reasonably complete set of interactive tools to respond on-line to queries. Live and automatic navigational aids facilitate the use of on-line services, where appropriate. E-mail management systems are in place to deal with the growing volume of correspondence.

Transact (active/active)

7. Partial completion: Clients can complete a transaction on-line; something binding takes place between them and the service provider. This transaction is either partial – e.g., clients can complete an application on-line, but need to use off-line sources to submit supporting documents or to process the application – or not available to everyone – e.g., the transaction is in the pilot stage, or is being rolled out in phases.

8. Full completion: All clients can fully complete a binding transaction on-line. Confirmation of the transaction, however, does not happen until a later date, and may occur through off-line sources.
9. Full completion in real time: All clients can fully complete a binding transaction in real time without leaving the service provider's Web site. Confirmation of the transaction is instantaneous, and occurs either on-line or through an e-mail.