Development of Evaluation Tool (KPI) for e-Gov Development Veselin Stoyanov Management consultant, ICB 11 Mar 20111BG-KR eGov Experts Workshop:

Main Problems Related to eGov Implementation Current situation:  Clear and well structured e-governance strategy  The achievement of the strategy is not consistently measured.  Focus on long-term general KPI.  It is not clear how projects are prioritized.  Information about project results is difficult to obtain. Lack of methodology for evaluation of eGov can lead to:  Inadequate results in the development of e-government  Inappropriate selection of projects for realization  Poor project management is not discouraged  Lack of trust from stakeholders

What Is the Right Approach for Evaluation of eGov? 1.eGov KPI best practices research (EU, South Korea) 2.Analyze the objectives of Bulgaria for e-governance 3.Determine KPI to measure the objectives 4.Determine project and e-service selection criteria 5.Determine project execution KPI 6.Analyze KPI data sources 7.Propose methodology for calculation of each KPI

Project methodology Use proven methodology and tested KPI Balanced Scorecard Strategic Management System (BSC) Adapt best practices and add KPIs based on challenges specific for Bulgaria Evaluation must be based on S.M.A.R.T. objectives!

Balanced Scorecard (BSC) Introduced by Harvard Business School professors Norton and Kaplan One of the most popular and successful strategic management tools The strategic objectives and the KPIs are arranged in 4 major perspectives. The Customer objective has the highest priority in non-profit organizations. Financial Human, Information and Organizational Capital Internal Business Processes Customer Objective General eGov perspective

Clear performance objectives Strategic Objective Important! The key performance indicators for measuring the success of the projects are set at the beginning. KPI Mistakes: The different projects are evaluated „ad hoc” and the decision for realization is taken without clear analyses of their strategic importance.

Selecting Projects for Realization Linking the expected contribution of each project with the fulfillment of the strategy Structured description of the e-governance strategy Strategic objectives Projects that contribute to the strategic objectives Projects priority Projects budget Result: The prioritization of projects allows the most efficient use of financial resources. Improved quality and accessibility of e-services. efficiency and transparency of the public administration High customer satisfaction Optimal e-processes Improved data security Low process costs Objective 1 Objective 2 Objective 3 Objective 4

Monitoring and Measurement Result: Objective measurement of the degree of achievement of the government’s goals. Challenges: Information required for the calculation of KPI may not be readily available (confidential or requiring research)

Results of the project so far Defined set of important KPIs for eGov evaluation Strategic perspective KPIs Strategic objectives

Results of the project so far KPIUser satisfactionType Lagging Category Reduction of time, efforts and price for usage of administrative services as well as for search and access to personal and public data Calculation Survey using questionnaire with likert scale rating questions. Could be placed online on the portal where the electronic service is offered. Unit % Plan value 2011 Detailed description of the KPI: Leading and lagging indicators are applied

Further developments of the project Identify the most important KPIs from the defined list Weights must be assigned to the different KPIs to denote their importance. The government must accept the KPIs and suggest plan values.

Publishing the Results to Achieve Complete Transparency Results: Publishing the results from the project and the invested financial resources for stakeholders to see. A portal should be developed that will present: The Bulgarian e-governance strategic objectives. The KPIs' plan and actual values. The proposed projects for realization, their contribution to the strategy and a clear ranking of the projects. For each realized project the project KPIs should be reported on this portal.

ITCC eGov Evaluation Tool Clear vision Clear methodology Transparency