Impact

- The eInclusion perspective:
The tool confirms that ICT possession also effectively leads to ICT use. The measure makes also clear that the digital gap remains strongly present and gives relevant information to understand the socioeconomics of the “non adopters”. It also confirms that the target objective of the national action plan for eInclusion (reducing from 1/3 the digital gap within 2010) is realistic.

- The eGovernment perspective:
The results confirm the ignorance of the citizens about eGov initiatives and the need for more awareness campaigns (e.g. on the use of eID and electronic signature).They also provide new ideas for the future. It shows that the qualitative approach can bring useful results and that citizens are very likely to express their needs and define added value services for them.

- The e-security perspective:
The tool confirms the usefulness of several projects (computer security campaign, safe chat initiative) undertaken by the Ministry of ICT. It provides input for developing and building the citizen’s trust in the electronic administration.

- The e-democracy perspective:
It shows that it is an interesting area for the citizen.

Different sources are available to monitor ICT usage indicators but few are eGov related and are often looking at it from very specific perspectives (depending on the study’s sponsor). In this case, the study was conducted to assess the citizen’s needs and perceptions of electronic government, covering also related topics like ICT usage and security requirements.

It is also a very low-cost way of citizen’s feedback. The internet users are requested to participate by e-mail in a managed environment, meaning that the panel is a relative small but representative group of citizens from all levels of society (note that internet non users were contacted by telephone).

The concept of a citizen’s panel is not only scientifically representative, but it also gives the opportunity to go in-depth in the subject. The online surveys, as well as their longitudinally concept, give the opportunity to go quite profound in questioning behaviour and habits.

The next step following Fed-eView/C is ongoing: a measurement framework is under development for monitoring (via a dashboard application) eGovernment, eInclusion, e-society and eventually e-democracy aspects. This monitoring concept re-uses existing measurement frameworks at a maximum level: it will be composed by existing indicators (like Eurostat figures and other national statistics) and by new ones. At the end, the dashboard will be fed by more than 100 indicators, what makes possible to monitor the effect on users of governmental initiatives. The tool is in permanent evolution; it is not a one-off phenomenon.

Track record of sharing

At national level, the tool is influencing the national statistics survey on ICT households: the indicators related to the use and adoption of ICT have been integrated in this annual survey. The tool has also influenced the development of the eInclusion barometer. The methodology can be also be used by other countries and in European benchmarkings.

Lessons learnt

Lesson 1 - Using panels has limits: in 15 months time the panel is not representative anymore. It cannot be used for “open questions” or long questionnaires. Quantitative research followed by a qualitative approach, like “focus groups”, delivers a better view on citizen’s requirements and offer a better case for policy making

Lesson 2 - Since we always ask the same persons, we can only ask one time “have you ever heard about eID?”, so it is impossible to measure directly the impact of communication campaigns.

Lesson 3 - eGov is a horizontal matter, an enabler. It is difficult to define the scope (especially in focus groups): people will talk about their experience and satisfaction of public services in general and not on the use and needs of eGov services. It is also difficult to rate the use of these services, since a citizen will only ask for a birth declaration or a building permit if needed. There is no sense to inquire about some services.