Indicators list - second iteration
0. BACKGROUND INFORMATION
* Total number of employees of the local authority
* Total population of the local authority
* Total annual budget of the local authority
* Does the local authority have in the administration the positions of service designers / user researchers / user experience experts?
* If yes, provide the evidence, including the approximate number of such positions
* How many ICT specialists does the local authority employ?
* Does the local authority provide structured training on service design or user research to civil servants in the last two years?
* If yes, provide the evidence, including the approximate number of people trained
* Does the local authority provide structured training on digital technologies to civil servants in the last two years?
* If yes, provide the evidence, including the approximate number of people trained
* Does the local authority provide structured training on digital technologies to citizens in the last two years?
* If yes, provide the evidence, including the approximate number of people trained
* Any additional indicators (and sources)?
* Does the local authority have a digital strategy less than three years old?
* Does the local authority have formal service standard (like for instance the UK Government Digital Service standards)?
* Does the local authority have design guidelines, including for instance standards for simple language?
* Does the local authority mention service design or user experience in its digital strategy?
* Any additional indicators (and sources)?
* Does the local authority provide APIs to other administrations and to private companies
* If yes, how many external organisations (public and private) access the API monthly on average?
* Does the local authority use standardised services modules, provided at national or European level (e.g. national payment service or eID)?
* Any additional indicators (and sources)?
2. USER-CENTRICITY PERFORMANCE
* Does the local authority habitually (as standard practice on every new digital service) use service co-design / user research sessions in developing its services?
* Does the local authority habitually carry out users research sessions on a regular basis (at least once a year) after the launch of digital services?
* If yes, provide the evidence, including the approximate number of sessions or people of citizens that have engaged in service co-design practices in the past two years
* Does the local authority habitually (as standard practice on every new digital service) use specific service co-design / user research sessions with disadvantaged communities (e.g. minorities, elderly, disabled people, etc.) in developing its services?
* Does the local authority habitually use web analytics to monitor users behaviour (e.g. completion rates and most frequent errors)?
* Does the local authority habitually plan for releasing regular (at least once a year) new releases for existing digital services?
* Any additional indicators (and sources)?
2.2 Supply of online services
* Does the local authority provide the majority of services fully online (out of total services provided that could potentially be digitalised)?
* Does the local authority have a dedicated app?
* Does the local authority offer at least one proactive service, where users are automatically signed up for a service based on the government-held data?
* Has the local authority already fulfilled the requirements of the Single Digital Gateway (deadline end of 2022)?
* Does the local authority provide normally to citizens the possibility to check online the status of their procedure (e.g. initiated, ongoing or terminated)?
* Any additional indicators (and sources)?
* Are the local authority web services in line with WCAG guidelines?
* Has the local authority put in place means for users to provide feedback?
* Does the local authority have simple language standards?
* Does the local authority habitually carry out usability assessment of its online services, using standard tools such as System Usability Scale (SUS)?
* Does the local authority habitually provide to users clear expectations of maximum time for service delivery?
* Does the local authority have consistent design across all online services and websites?
* Any additional indicators (and sources)?
* Are the users able to use eID, recognised under the eIDAS regulation, as a means of authentication for online services requiring authentication?
* Has the local authority put in place measures to ensure citizens' control over the data held about them (like who has access to the data and for what reason, correction of data, etc)?
* Has the local authority put in place risk mitigation and risk management processes, as well as governance processes in case of misuse or attacks on digital customer services?
* Any additional indicators (and sources)?
* Does the local authority provide online redress mechanisms for both citizens and businesses?
* Any additional indicators (and sources)?
* Considering only services that are available online, are the majority of transactions carried out online?
* Does the local authority publish data on usage of online services (such as number of transactions) on a regular basis?
* Any additional indicators (and sources)?
* Does the authority measure the average time saved by citizens when using an online service compared to the offline one?
* If yes, provide the evidence, including the results
* Does the authority measure the amount of annual financial savings for the public administration?
* If yes, provide the evidence, including the results
* Any additional indicators (and sources)?
* Does the local authority measure the citizens’ level of satisfaction with regards to the services’ provision?
* If yes, does it use standard methods such as NPS?
* What is the average share of satisfied users in the last two years?
* Any additional indicators (and sources)?
* Does the authority measure the volume of CO2 saved by the citizens when using an online service compared to the offline one?
* If yes, provide the evidence, including the results
* Any additional indicators (and sources)?
A Making Speeches Talk Joint!
