Presentation held at the eGovMonet meeting in Hungary on 26 March 2009. Presenting the results of the study conducted by Deloitte and Indigove for the European Commission on \'Measurement of eGovernment user satisfaction and impact\'. See also: http://www.epractice.eu/en/library/288705

1. Measurement of eGovernment user satisfaction and impact eGovMoNet Sebastiaan van der Peijl (Deloitte) Hungary, 26 March 2009

2. Introduction to the study approach and objectives Results of the pilot study Next steps: implementing user satisfaction measurement in eGovernment AGENDA

3. - 2 - Study approach and objectives

4. - 3 - Study approach and objectives: the policy context

5. - 4 - Study approach and objectives: a five-step process

6. Pilot study results: testing the instrument - 5 -

7. - 6 - Pilot study results: supply-use gap for citizens Gap between eGovernment supply and use differentiates between services

8. - 7 - Pilot study results: supply-use gap for business Gap between eGovernment supply and use is less within a business environment

9. Pilot study results: Non-use of eGovernment by level of trust (Citizens) - 8 - Non-use of the Internet for contact with public administrations by level of trust in the Internet and in public administrations: when trust is low % of non-use is higher

10. Pilot study results: Reasons for non-use of the Internet (Citizens) - 9 - Creation of Awareness

11. Pilot study results: satisfaction with e-services (Citizens) eGovernment is lagging behind in use and satisfaction compared to non-government eServices - 10 -

12. Pilot study results: satisfaction with e-services (Business) The difference within the business environment is less - 11 -

13. Pilot study results: impact of level of sophistication (Citizens) Satisfaction goes up with the level of interaction of the service - 12 -

14. Pilot study results: impact of level of sophistication (Business) The higher the level of interaction the more objectives are achieved - 13 -

15. Pilot study results: perceived benefits by citizens Perceived impacts are time-saving, flexibility and simplification - 14 -

16. Pilot study results: perceived benefits by businesses Perceived impacts by business are equal - 15 -

17. - 16 - Pilot study results: key findings

18. - 17 - Next steps: implementation

19. - 18 - Next steps: implementation

20. - 19 - Next steps: implementation

21. Next steps: implementation - 20 -