Upload
brianna-mcgarry
View
220
Download
3
Tags:
Embed Size (px)
Citation preview
Brazilian Court of AuditBrazilian Court of AuditSecretary for Information Technology Audit - SEFTISecretary for Information Technology Audit - SEFTI
Performance AuditPerformance Audit
E-Government Program EvaluationE-Government Program Evaluation
Cláudia Augusto DiasCláudia Augusto Dias
Minister-Rapporteur: Valmir CampeloMinister-Rapporteur: Valmir Campelo Audit Team: Daniel Dias Pereira (supervisor)Audit Team: Daniel Dias Pereira (supervisor)
Cláudia Augusto Dias (coordinator)Cláudia Augusto Dias (coordinator) André Kirchheim (Secex-RS)André Kirchheim (Secex-RS) Carmen Pereira Rêgo MeirelesCarmen Pereira Rêgo Meireles Paulo Henrique Ramos Medeiros Paulo Henrique Ramos Medeiros
Brazilian Court of AuditBrazilian Court of AuditSecretary for Information Technology Audit - SEFTISecretary for Information Technology Audit - SEFTI
E-Gov Program’s overall E-Gov Program’s overall purposepurpose
““to increase the to increase the supply and supply and improve the improve the quality of public quality of public services and services and information information provided through provided through electronic electronic meansmeans””
Brazilian Court of AuditBrazilian Court of AuditSecretary for Information Technology Audit - SEFTISecretary for Information Technology Audit - SEFTI
Audit ScopeAudit Scope
Audit problemAudit problem
““In what way have the Program actions In what way have the Program actions contributed toward the provision of contributed toward the provision of electronic public services directly to electronic public services directly to citizens?”citizens?”
Brazilian Court of AuditBrazilian Court of AuditSecretary for Information Technology Audit - SEFTISecretary for Information Technology Audit - SEFTI
Audit ScopeAudit Scope
Audit questionsAudit questions
1 - Has the 1 - Has the Program structureProgram structure been able to been able to stimulate the Federal Public Administration stimulate the Federal Public Administration Agencies to implement the electronic government Agencies to implement the electronic government policy?policy?
2 - Have 2 - Have monitoring and evaluationmonitoring and evaluation activities activities contributed to improve the provision of electronic contributed to improve the provision of electronic public services?public services?
3 - Is the provision of electronic public services 3 - Is the provision of electronic public services citizen-centriccitizen-centric??
Brazilian Court of AuditBrazilian Court of AuditSecretary for Information Technology Audit - SEFTISecretary for Information Technology Audit - SEFTI
Methodological StrategyMethodological Strategy
Documental research about the Brazilian E-Gov Documental research about the Brazilian E-Gov Program; national and international laws, rules, and Program; national and international laws, rules, and technical guidelines related to E-Govtechnical guidelines related to E-Gov
Context analysis using diagnostic tools Context analysis using diagnostic tools
Interviews with E-Gov Program coordinators and Interviews with E-Gov Program coordinators and web portal managersweb portal managers
Heuristic evaluation and tests applied to selected Heuristic evaluation and tests applied to selected electronic public serviceselectronic public services
Focus groups with Technical Committees Focus groups with Technical Committees coordinators and web portal managerscoordinators and web portal managers
Brazilian Court of AuditBrazilian Court of AuditSecretary for Information Technology Audit - SEFTISecretary for Information Technology Audit - SEFTI
On-line surveys - 76 web portal managers and On-line surveys - 76 web portal managers and 4.944 citizens (users of the selected services)4.944 citizens (users of the selected services)
Brazilian Court of AuditBrazilian Court of AuditSecretary for Information Technology Audit - SEFTISecretary for Information Technology Audit - SEFTI
How easy is to locate the agency’s websiteHow easy is to locate the agency’s website How easy is to locate the serviceHow easy is to locate the service AccessibilityAccessibility AvailablityAvailablity UsabilityUsability ReliabilityReliability Capacity to answer user queriesCapacity to answer user queries Privacy and securityPrivacy and security Service timeService time Overall satisfactionOverall satisfaction
Ten dimensionsTen dimensions
Brazilian Court of AuditBrazilian Court of AuditSecretary for Information Technology Audit - SEFTISecretary for Information Technology Audit - SEFTI
Evaluated servicesEvaluated services Annual Exempt Tax Return 2005Annual Exempt Tax Return 2005 Application for Sickness InsuranceApplication for Sickness Insurance Application for Death Grant Application for Death Grant Application for Paid Maternity LeaveApplication for Paid Maternity Leave Public Domain Portal Public Domain Portal National First Job ProgramNational First Job Program
Brazilian Court of AuditBrazilian Court of AuditSecretary for Information Technology Audit - SEFTISecretary for Information Technology Audit - SEFTI
Question 1 - Program coordination and Question 1 - Program coordination and articulation articulation
Some conclusionsSome conclusions Weakening of
discussion bodies and formulation of e-gov policy
Poor dissemination of the guidelines and documents generated by the E-Gov Program
Some recommendationsSome recommendations review the institutional model in force define the timeline for implementing the National E-Gov
Development Plan disseminate the guidelines and documents generated by the E-Gov
Program
63 13
1 35 40
1 38 37
2 41 33
1 37 38
53 23
0 10 20 30 40 50 60 70 80
CEGE Resolution n. 7
Usability Guidelines
AccessibilityTechnical Guidelines
Accessibility Model
InteroperabilityStandards
Visual IdentityManual
Do you know this law, rule or recommendation?
No response
Yes
No
Brazilian Court of AuditBrazilian Court of AuditSecretary for Information Technology Audit - SEFTISecretary for Information Technology Audit - SEFTI
Question 2 - Monitoring and evaluationQuestion 2 - Monitoring and evaluationSome conclusionsSome conclusions Insufficient systematic
monitoring and evaluation by Program coordinators and web portal managers
Poor dissemination of good e-gov practices by Program coordinators
Some recommendationsSome recommendations define performance indicators for E-Gov services evaluation identify and disseminate tools, techniques and good practices to
public managers
Are there policies for evaluating your electronic
services ?
3
3637
Yes, a formally defined policy.
Yes, an informal policy.
No.
Brazilian Court of AuditBrazilian Court of AuditSecretary for Information Technology Audit - SEFTISecretary for Information Technology Audit - SEFTI
Question 3 - Provision of citizen-centric electronic public Question 3 - Provision of citizen-centric electronic public services services
Low percentage of citizen-centric transactional services
RecommendationRecommendation Brazilian agencies should identify priority services from citizens’
point of views and evaluate their adaptation or implementation on the Web
Number of electronic services available on the agency's portal
(N=76)
17
40
8
56
No response
Less than 10
From 10 to 20
From 21 to 30
More than 30
Predominant E-Gov Stage (N=76)
2
37
11
13
11
2
No response
Information Presentation
Information Search
Limited Interactivity
Electronic Transaction
Seamless E-Gov
Brazilian Court of AuditBrazilian Court of AuditSecretary for Information Technology Audit - SEFTISecretary for Information Technology Audit - SEFTI
Question 3 - Provision of citizen-centric electronic public Question 3 - Provision of citizen-centric electronic public services services Non-compliance with recommendations proposed in documents
issued by E-Gov Program coordinators
RecommendationRecommendation monitor and evaluate samples of e-gov portals in order to guide
web portal managers to comply with e-gov guidelines
Images enabled Images disabled
Save Clear
Submit Help
For data to be saved, click on the SAVE button
Brazilian Court of AuditBrazilian Court of AuditSecretary for Information Technology Audit - SEFTISecretary for Information Technology Audit - SEFTI
Benefits of implementing TCU Benefits of implementing TCU recommendations recommendations
Better and stronger articulation between E-Gov Program coordinators and Executive Branch agencies
Better dissemination of E-Gov guidelines to agencies
Exchange of experiences and dissemination of good practices among public managers
More managerial data for improving the provision of public services on the Web
More information about the target audience of electronic public services (needs and opinions)
Identification of priority services, from citizens’ point of views, to be implemented on the Web
Higher citizen satisfaction
Brazilian Court of AuditBrazilian Court of AuditSecretary for Information Technology Audit - SEFTISecretary for Information Technology Audit - SEFTI
Contact informationContact information
Telephone: 55 61 3316-5253Telephone: 55 61 3316-5253
E-mail:E-mail: [email protected]@tcu.gov.br
Full report and Executive summary (in Portuguese): Full report and Executive summary (in Portuguese):
www.tcu.gov.br/avaliacaodeprogramasdegovernowww.tcu.gov.br/avaliacaodeprogramasdegoverno
Executive summary (in Spanish and English):Executive summary (in Spanish and English):
Intosai E-Gov DatabaseIntosai E-Gov Database