How is citizen's behaviour monitored? And analysed?

Through polls? Focus group?

This is problematic phrasing of an important question. First, there are two different actions in one indicator. Both need to be yes? What is considered to be constant in the world of developing public services? Could it be more about systematic approach on utilizing the feedback? "Are the online services developed through systematic interaction with the customers and feedback gathered?

assess if there is capacity for iteration? how much budget relatively to annual (IT) budget?

Have the principles of a user-centered approach been used in digital services? Is there a procedure that says that it also means asking and testing from real users and adjusting for the result. Or does it mean that the service provider says that I know what consumers want, which is more common but less effective.