New Project to measure take-up of high-volume services
A new project to benchmark the popularity of local eGovernment services has been announced.
The Volumetric Guidance pilot will run between the end of October and February 2006 and measure the volume of services delivered across all electronic channels. It is currently looking for local councils to participate in the project, capture the data and add them to the ESD-Toolkit.
The results from the project aims to feed into the Gershon efficiency agenda and help councils to quantify the take-up levels of high volume services and measure the success of their marketing campaigns. It also allows local authorities to compare performance between councils, identify trends and best practice, and provide comparative analysis on the reasons why some promotional initiative fail while others succeed.
The pilot project will be used to test the guidance materials developed by ESD-Toolkit to see whether it is easy to use, applicable to councils at all levels of government and whether the measurement indices are appropriate.
17 services have been identified as those with the highest volume and cost to local government. They are:
- Council Tax individual account enquiries – number of payments made
- Elections – Electoral Register – applications for change of address
- Building control - applications for site inspections
- Household waste – domestic bins – applications for missed bin collections
- Household waste – special collections for large items - number of requests for special collections
- Development control - application for planning permission
- Parking permits (Blue Badge) – number of initial applications received
- Home assessment – number of initial requests for assessment
- Library catalogue – searches, availability and reservations - number of book reservation requests received
- Loans – renewing/extending – number of loan renewal/extensions received
- Potholes - number of potholes reported
- Lighting – street lights – number of faulty street light reports received
- Lighting – traffic lights – number of faulty traffic light reports received
- Copy certificates – number of applications received for copies of births, deaths and marriage certificates
- Complaints – procedure – number of initial complaints received (as distinct from a request for a service)
- Parking fines – number of payments made
- Abandoned Vehicles – number of abandoned vehicle reports received
Quelle: eGov monitor, 20.10.2005
