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Small is beautiful or bigger is better

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Analyzing the results of the Norwegian benchmarking system for quality of public websites in the period 2007.2011

Analyzing the results of the Norwegian benchmarking system for quality of public websites in the period 2007.2011

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  • 1. www.vestforsk.no- Size of Municipalities and Quality of WebsitesSmall is Beautiful or Bigger is Better?- by Svein Ølnes, Western Norway Research Institute (Vestlandsforsking)- ECEG 2013, Como, Italy
  • 2. www.vestforsk.noBigger is Better!
  • 3. www.vestforsk.noContent Main question answered Benchmarking systems Method Results Benchmarkings: Whose quality are we measuring?
  • 4. www.vestforsk.noMain question answered Does quality of municpality websites vary with size? Which underlying factors can explain the observed variation? Whose quality are we really measuring?
  • 5. www.vestforsk.noBenchmarking systems Norwegian benchmarking system from 2001 all public websites yearly evaluations (expert evaluations) a single set of indicators Denmark: Also since 2001 tried different methods (single set of ind., multiple sets, self eval. gradually moved to more end user involvement 2012 benchmarking accessibility screening + user survey
  • 6. www.vestforsk.noBenchmarking systems EU’s benchmarking system Conceived at the Lisbon conference i 2000 Until 2012 based on a set of 20 services• 12 services for citizens• 8 services for businesses As the “e-readiness” approached 100 % when measuring the digitalavailability of the 20 services, new approaches had to be found
  • 7. www.vestforsk.noMethod1. Results from the Norwegian benchmarkings of publicwebsites (municpality part) 2007 – 20112. A survey to web administrators (of the same websites asabove)3. A broad citizen survey conducted in 2009/2010
  • 8. www.vestforsk.noNorwegian benchmarking system 2007-20112007 2011No. of ind. Max score No. of ind. Max score1. Accessibility 11 27 11 282. Usability 14 37 12 303. Useful services 7 28 10 35Total 32 92 32 93
  • 9. www.vestforsk.noNorwegian benchmarking system (2013)1. Accessibility 13 indicators, max score 36 points Example: Ind. 1.11 – Correct use of HTML2. Usability 8 indicators, max score 28 points Ind. 2.2 – The website is functional also with mobile devices3. Useful services 9 indicators, max score 39 points Example: Ind. 3.7 – The website has published open data
  • 10. www.vestforsk.noResults2007 20011 ChangeSmall municipalities (< 5.000) 46,6 58,4 11,8Medium sized mun. (5.000-20.000) 50,7 66,1 15,4Large municipalities (> 20.000) 58,4 72,0 13,6Average, all municipalities 49,5 62,7 13,2
  • 11. www.vestforsk.noWhat do the webmasters say? What is your knowledge of the quality evaluation system?Small Medium LargeNo knowledge/little knowledge 36 % 15 % 3 %Good/Very good knowledge 59 % 85 % 97 %
  • 12. www.vestforsk.noWhat do the webmasters say? How easy or difficult is it to understand the quality indicators?Small Medium LargeDifficult/Very difficult 37 % 34 % 13 %Easy/Very easy 58 % 66 % 87 %
  • 13. www.vestforsk.noWhat do the people say about the qualityof public services? A survey to 30.000 citizens above 18 years Satisfaction with public services (12.659 asked, 6.646 answers) Results: No significant difference in perceived quality of municipality services inrelation to size of municipality Planning and building services and elderly care got higher scores fromcitizens of small municipalities For services like kindergarten and primary school larger municipalitiesscored better than smaller Is it Jakob Nielsen’s first rule of usability? “Don’t listen to the users, whatch them work!”
  • 14. www.vestforsk.noWhose quality are we measuring? Better quality on public websites and digital public servicesis the objective But whose quality? The end user (the citizen) is too far away and end userquality is not enough taken into account Benchmarking systems like the Norwegian need to be moreuser oriented Usability testing and user surveys should be key parts indeveloping benchmarking systems
  • 15. www.vestforsk.noEnd of presentationThanks for your attention!Svein Ølnes – sol@vestforsk.noThis presentation: http://j.mp/d6WX2G