The Information Society and Media Directorate-General of the European Commission recently launched a new study which will contribute to the EU policy agenda on eGovernment measurement and on the Efficiency and Effectiveness objectives. The project will development a multilayer user satisfaction and impact measurement toolkit for inclusive public eServices.

Based on existing experiences and in close collaboration with the European eGovernment agencies, a measurement framework will be developed that will include a toolkit and context-based methodology: creating the new standard for inclusive eGovernment user measurement.

The eGovernment Progress in EU27+ report published in September 2007 reveals that twelve countries, Denmark, Estonia, Finland, France, Germany, Lithuania, Luxembourg, Norway, Portugal, Slovenia, The Netherlands, and the UK have put in place measures of user satisfaction.

The approaches vary in scope and sophistication. The present EU study will establish best practice and facilitate benchmarking across agencies, regions and countries.

The measurement toolkit will be piloted in different member states. During the autumn of 2008, the results of the pilot will be discussed during an interactive workshop (on 14 November 2008). In the near future a discussion forum to collect experiences and share ideas on user satisfaction assessment will be launched on the ePractice portal.

Further information:

• Report ‘eGovernment progress in the EU27+’ at the ePractice Library 
• eGovernment website of Information Society and Media Directorate-General of the European Commission 
• Europe’s Information Society Thematic Portal – eGovernment news