1. E-GOVERNMENT
PERFORMANCE
Towards better indicators
Adam Mollerup,
Policy Analyst,
Public Sector Reform Division

2. The challenge? Better indicators on
e-government performance
Can your country answer:
• What are we doing?
• Is it working?
• How are we doing?
- compared to others?
• How can we ensure impact of our policies?

3. OECD’s approach to e-government
performance
Digital Government Performance:
Nationally and across OECD countries
OECD countries
Policy progress
monitoring
Secretariat
Indicators
ICT Performance
Indicators
• A phased approach,
parallel work streams
Policy evaluations
ICT Project
Learning
OECD Case
Studies
Management
instruments
Managing the
ICT Value
Proposition
OECD Business
Case Models
• Focus of this seminar:
E-Government and ICT
performance indicators

4. The purpose of e-government
performance indicators
• Many countries have no or limited data on the
effects of their IT projects
• Measures are often on what’s easy to measure – not
what’s the most relevant
• International e-government indicators have
difficulties combining information society
conditions with e-government policy
Thus:
• Focus on performance and results rather than input
and processes alone
• An exploratory and incremental approach, based on
country demand and relevance

5. A conceptual view of public sector
performance – towards output/outcomes
• Efficiency: Input-output measures
• Effectiveness: Input-outcome, objectiveoutcome or output-outcome

6. E-Government performance:
First tentative explorations of measures…
80
70
60
50
40
30
20
10
0
E-Justice – value for money?
Source: CEPEJ (2012), Efficiency and quality of Justice, Council of Europe Publishing, Strasbourg.
0.12
0.1
0.08
0.06
0.04
0.02
0
Communication between
courts and the parties
Administration and
management
Direct assistance to
judges and court clerks
IT expenditures on
courts as share of total
court expenditures
Digital tax collection – reducing costs?
Source: OECD (2011), Tax Administration in OECD and Selected
Non-OECD Countries: Comparative Information Series (2010)
E-Gov – worth the investments?
Sources: OECD (2011), Government at a Glance 2011;
OECD (2012), ICT Expenditures

7. E-Government Performance Indicators:
Based on what data? The process
• Best data are source data from the
administrations – require very high levels
of standardisation and coordination
• Use of ICT: The performance-challenge:
Focusing on the ends vs. the means
• Where to start when data are sparse?

8. The OECD E-Government Performance
Indicator data collection – first phase
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
ICT strategy
Governance
ICT Project management
ICT Business cases
Financial benefits in the central government
Financial benefits outside the public sector
Central government ICT expenditures
Sub-national level government ICT expenditures
ICT procurement strategy and ICT suppliers
Management of government ICT portfolio and capacities
Digital rights and obligations
Online service delivery and transaction costs

9. The OECD E-Government Performance
Indicator data collection – next phase?
•
•
•
•
•
•
•
•
Shared services across government in delivering ICT services
The use of ICT for human resource management
The use of ICT for budgeting and financial management
ICT security and risk management
ICT life cycle management, including handling of waste
ICT project portfolio characteristics
ICT procurement data
Data on financial benefits
– Specific benefits on selected ICT projects (NPV, IRR, other )
– Inside and outside the public sector in general
• Online services
– On interoperability and APIs
– On user satisfaction

10. Measuring e-government performance
in the Western Balkans?
• Which measures exist already in your countries?
• Which measures have the highest political
interest and attention?
• How could you best support addressing your
main challenges with better data and indicators?
?
Thank you for your attention!