Study on User Satisfaction and Impact in EU27

Version française

The study on user satisfaction and user impact aims at building a measurement framework for inclusive public e-services to be piloted in 10 Member States. At the end of the project an easy to use and context adaptable toolkit will be made available: the new standard for eGovernment user measurement. Public agencies at all levels and in all Member States will be able to use it to monitor progress in user satisfaction with their eGovernment Services. 

• Draft Final Report on the User Impact Study, Annex (Part 1, Part 2)
• Executive Summary

• Contact: INFSO-USER-IMPACT@ec.europa.eu

Source : http://ec.europa.eu/information_society/activities/egovernment/studies/index_en.htm

See also

eGovernment TrendsWatch

 

TrendsWatch aims to provide a central information point on the wide range of eGovernment research activities being carried out across Europe, including those not funded by the EU. Sharing information more widely will improve the promotion of research results and speed up their implementation.

The TrendsWatch site is closely linked to the study on Bringing together and accelerating eGovernment research in EU, which combines the research, good practice and policy viewpoints. The study team is working to identify gaps in current plans for implementing eGovernment and propose solutions. The TrendsWatch website can serve as a focal point for information on eGovernment research projects and activities. As the study progresses, we aim to provide regular updates along with new related information.

Reports and Workshops

 

Reports

 

Bringing Together and accelerating eGovernment research in the EU-FP6 eGovernment research projects report. (PDF: 4,23 MB)
The general aim is to present and analyse those FP6 research projects in eGovernment which have reached a certain level of maturity. The document concludes with selected success stories and the identification of technological and socioeconomic trends.

eGovernment evolution towards 2020 (PDF: 259 KB)
The evolution of eGovernment towards 2020 as seen through the results of the IST priority in FP6.

Policy issues in eGovernment (PDF: 430 KB)
eGovernment, viewed as a research field, exhibits a strong correlation between research and policy.

State of play for Innovative Government (PDF: 115 KB)
State of play for innovative government as seen through the results of the IST priority in FP6.

eGovernment international dimension (PDF: 349 KB)
Major eGovernment developments in Europe and the U.S.

Comments

[jraybaut]

The report is basically the preparation for a more detailed study but is testing the instruments (i.e.surveys) to be employed in the bigger exercise. Perhaps, unsurprisingly, the main outcome is that home users lag behind business users, along with the fact that measuring ’satisfaction’ is not straightforward, perhaps one of the reasons I’ve started looking towards collecting dissatisfaction.
see at http://greatemancipator.com/2009/02/18/world-wide-web-consortium/