GOL
The first step in setting out criteria for evaluating Government Online (GOL) is to know what GOL basically is. GOL or e-government brings the services offered traditionally by phone, over the counter or mail; online to create seamless, responsive and citizen focused government for the benefit of all citizens, stake holders, and government agencies. The five criterions for evaluating GOL are as follows:[The citizen "as customer" idea was first articulated as far back as 1993, in the words of then United States Vice president Al Gore, "we are going to make the federal government customer friendly. A lot of people don't realize that the federal government has customers. We have customers; the American people"]i. This statement brings about an approach in which focus is put onto creating agencies and services keeping in mind the citizen needs and requirements Once we have decided that citizens, stak
Another way is to provide links to other government departments bringing the customer again and again to the site for access to any kind of governmental services. Responsive: Mutual electronic communication with the agency. Front and back-end compatibility:: Technological compatibility for easy integration among the agencies and the services provided. Efficient use of technologyStated below are some of the provisions to be used to make the site technology efficient:Design Standard: The technology should be understandable to the customers. Level of ServiceAccording to the accenture survey GOL services can be categorized into three levels:Informative: Just an informative siteInteract: Electronic communication with the agency in one direction (from the customer). eholders and agencies internally are our customers; we can use the following techniques (accenture report) to find out how capable GOL is in building its relationship with its customers and satisfying their requirements:Insight: Whether GOL remembers the customersInteractivity of the portal: How many related sites can the customer access through one site? Organization: Whether the site is made around the customer needs and requirements?Customer offering: Does the site provide help to the customer in regard with their needs? Accessibility: Can it help the customer access non-governmental sites through GOL? Feedback: The level of satisfaction for which survey and feedback are the best tools to get client responsiveness. Security: User trust further enhances by use of authentication for the purpose of receiving and sending online information which provides security and builds confidence in online transactions. MarketingPublicity: Marketing is the key factor to selling any product. Easy accessibility (no expensive plug-ins or time consuming software requirements)Simplicity: The site should be user friendly (self explanatory along with tips and advices for parts which seem vague for customers to understand). Once the customer (citizens and stake-holders) trust and confidence are built they will prefer GOL for their daily online transactions and services. User trust, Privacy and SecurityConfidence: To ensure user trust the sites should be easily accessible and available 24/7. Success can never be achieved without proper marketing. Privacy: Privacy issues are the most important to build customer confidence; a lot depends on what kind of privacy policy does GOL employ for this purpose. For evaluation purposes we'll be using the responsive level of service as a criterion as the other two do not provide quite basis for evaluation of the services being provided.
Common topics in this essay:
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Privacy Privacy,
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Publicity Marketing,
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Security User,
user trust,
electronic communication agency,
services provided,
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help customer,
federal government,
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Acceptance Essays
