Interactivity and completeness of online services of the Public Administration

The benchmarking survey on the quality of the sites and the interactivity of the online services of the PA in Emilia-Romagna is a survey carried out annually by the Emilia-Romagna Region since 2003 and has been deeply reviewed in 2010. The methodology used mainly refers to the analysis of local PA websites and telephone interviews for the in-depth analysis of interactivity for all measured interactive services. The indicators identified (61) for the quality of the sites are grouped into thematic households related to: transparency, user orientation and participation and inclusion. For online services the reference methodology is e-Europe enriched by measurements on privacy, exhaustiveness, multichannel, access conditions, user orientation and the degree of delivery internal/outside the site. 27 e-government services provided by local authorities in the region were examined. Specific methodologies have been chosen for the measurement of accessibility indicators some of which have been detected using Vamolà a tool to evaluate the accessibility of sites on AChecker. The response times of requests to the institutional mail were measured using mistery shopper methods. The bodies on which the survey is carried out are 348 Municipalities, 9 Provinces, 38 Association Forms, the Region, 11 Ausl Companies (only in the services part). More information: http://www.regionedigitale.net/pubblicazioni/collana-emilia-romagna-digitale/Juice-6