Mag. Archmann / Stampfl the aid for official channels Mag. Sylvia Archmann

Mag. Archmann / Stampfl A vision comes true TV: 1974: 11% 2000: 97% PC‘s: 1989: 6% 2002: 40% The breakthrough of new technologies in Austrian households: mobile phones: 1993: 4% 2003: 75%

Mag. Archmann / Stampfl HELP a service platform for citizens offering: Information Communication Transaction on all interactions with Austrian authorities.

Mag. Archmann / Stampfl Information about official proceedings fees and deadlines forms useful tips 200 lifesituations and 1000 official procedures for citizens and entrepreneurs

Mag. Archmann / Stampfl Communication „Questions and Answers“ forum for individual requests (~ 500 requests/month, steadily increasing): Questions answered by the editorial team of HELP, but HELP-visitors are invited to share their experiences. interactive dictionary of governmental terms questionnaire on user satisfaction

Mag. Archmann / Stampfl Transaction different procedures with partner authorities all over Austria integration of e-signature and e-payment interface to the backoffice

Mag. Archmann / Stampfl Target Groups HELP for Entrepreneurs (HELP-Business) HELP for foreign citizens HELP for disabled people HELP for EU-neighbours

Mag. Archmann / Stampfl How People Contact Government More than half of all Americans contact the government in a given year. Why people contact government: 30% transactions (e.g. renewing a car registration) 25% answers to specific questions 19% register their opinion with government agencies 11% help for a specific problem Using a government Web site is the second most frequent approach for contacting government. Source: „How Americans Contact Government“, Pew Internet & American Life Project, 2004

Mag. Archmann / Stampfl HELP – a story of success number of sessions rose from 19,778 monthly in 1999 to a remarkable 262,000 in 2004 in 1998 there were 8 so called „life situations“ available, today there are 200 number of user accesses per month has increased by more than ten times since the online service has been launched in 1997

Mag. Archmann / Stampfl E-Europe Award 2003 E-Media Award 2003 Justitia Award 2003 Stockholm Challenge Award nd Place Justitia Award 2000 Winner of the 4th Speyer Quality Award 1998 W:URL for the best Austrian web presentation

Mag. Archmann / Stampfl Factors of Success strictly focussed on citizens needs service across all levels of government broad cooperation with provinces and municipalities more than 80 experts in public administration guarantee high quality of the content fast action recognise new developments and trends

Mag. Archmann / Stampfl Partners in the Link Concept 12 Federal Ministries 9 Provinces 80 District Administrations 2359 Municipalities Public organizations (trade unions, social security insurance, job centres)

Mag. Archmann / Stampfl HELP for disabled people The Austrian E-Government Act: § 1 (3) […] by 1 January 2008 at the latest, official Internet sites which provide information or electronic support for procedures are structured in such a way as to comply with international standards for access to the worldwide web, including unhindered access for disabled persons.

Mag. Archmann / Stampfl HELP „barrierefrei “ „design for all“ approach: (standard users) blind people visually impaired people deaf people hearing impaired people people with mobility and movement problems people with cognitive problems and elderly people

Mag. Archmann / Stampfl HELP „barrierefrei “ Activities: user and expert involvement review of prototypes proposal for better accessibility WAI/WCAG guidelines (AAA) proposals for better usability Perceptibility Understandability Operability Memorability Efficiency Technical robustness

Mag. Archmann / Stampfl HELP „barrierefrei “

Mag. Archmann / Stampfl The future of HELP WAI – „AAA“ and usability: HELP „barrierefrei“ Increased cooperation between HELP and municipalities Optimized accessibility to online transactions of other portals Connection to the upcoming EU-Portal „Your Europe“: Increase of the number of partner municipalities Implementation of one additional foreign language