Author(s): e-Government Unit at The Presidency of Government
Resource Type: Case studies
Countries: Tunisia
Keywords: Effectiveness, Internet, Accessibility, e-Participation, Collaboration, E-Government, Public Sector Innovation
Digital Government Services Assessment System "Mequaes"
Source in Arabic: ENACT Case Study - Digital Government Services Assessment System, Tunisia
The assessment system for digital government services "Mequaes" (Observatoire des services public) is part of the strategic direction of electronic administration aimed at enhancing the quality of digital public services and their public use and satisfaction, as well as increasing their profitability and sustaining the development of these services. The assessment system shows the status and quality of these services and identifies what is lacking and the level of usability.
Principles supported
- Responsiveness
- Trust
- Transparency
- Inclusiveness
- Effectiveness
Technology focus
Connectivity technologies (high speed internet/broadband) - Open Data - Data Visualization.
Purpose
The assessment system contributes to enhancing collaboration and coordination between the ministries and institutions responsible for digital government services, with the approach of continuous development of these services. It also contributes to enhancing public trust in digital services, increasing the public use and participation, and provision of feedback on various services and the shortcomings encountered.
Contributors/ Partners
- ST2i for Information Technology & Services
- Korea IT Consulting KITC
- Electronic Management Unit
- Digital Services Evaluation Structures
Functions and/or Features
The assessment of digital services is based on a set of indicators and includes a survey for users to provide their feedback upon completion. The survey data is processed automatically and published on the Mequaes website, which includes three key components:
- Main portal for viewing and publishing the results of evaluation in tables and figures that reflect the development of digital services based on the assessment indicators.
- Back window dedicated for the management unit of the portal, and it provides secure access to the through various accounts dedicated to portal administration (Admin), Settings, Analysis and Expert's evaluation.
- Digital services providers section that allows adding information and results related to the use of services and the optional survey that prompts users to evaluate services upon completion.
Challenges
- Achieving the involvement of all entities in the assessment system, which hindered the inclusion of various digital services.
- Existence of technical shortcomings in the functionality of the assessment system, which limits its effectiveness, especially in relation to automatic publishing of data that allows viewing monthly results rather than aggregated ones.
Lessons learned
- The assessment system provides an overview of the status of digital services in Tunisia and the readiness of people to use these services.
- The administration was able to improve the method of public engagement, enabling people to interact and express the level satisfaction on the used services.
