Australia M & E Case Study

Australia, a leader in e-Government, uses several methods to measure progress towards e-Government goals. Its “demand and value assessment” methodology tracks a range of internal benefits and costs.

In addition, the Australian Government Information Management Office (AGIMO) has developed a set of “Best Practice Checklists” which, among other subjects, cover how to set up a process for monitoring and evaluating websites and the aspects of e-Government websites that should be measured. AGIMO has also developed checklists for providing forms online, website navigation, and information architecture, as well as access and equity issues for websites.

AGIMO issued a 2005 study on Australians’ satisfaction with e-Government sites. The survey analyzed:

• Motivations for using the Internet to contact government;
• Barriers to e-government use;
• Satisfaction with government services accessed via all channels;
• Future use of the Internet to access government services.

Additional resources from Australia include

• research in 2003 on user views on e-Government;
• a description of the methodology used to conduct the survey; and

• the 2005 report of the Australian Auditor-General, “Performance Audit: Measuring the Efficiency and Effectiveness of e-Government.”

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