Internal Benefit Measurement I

For measuring the internal benefit，the page classification of UK government and Quantitative Performance Measures are referred to in our methodology. We classify pages into four formats, and within each format we quantify the benefit from five aspects. The entire internal benefit is calculated by the sum up of benefit within each format of pages.

Internal Benefit = Success degree * Guide format + Success degree * Benefit format 

                       + Success degree * Quick answer format + Success degree * Smart answer format

Definition of Internal Benefit Measurement

Ø  Methodology Definition

To measure how the SEPO website benefits the government department internally, we started from the viewpoint of the department. For a department, everything can be classified into three part of coming in, processing, and going out. Therefore, both of explicit and implicit impacts from the SEPO website can be classified similarly: business input change, business processing change, and business output change.

Figure 4.2-1 Three phases of internal benefit measurement

Input change is the different number of requests, or different forms of requests, made for a agency by the user of the SEPO site. For example, there might be less inquiry phone calls after the SEPO website was set up, because that the user could find the information they want from it directly, or there might be more paper saved because that the user can report tax online and no need to print the taxation out.

Output change is the different number or different forms of what the agency produces. For example, the utility agency used to send the invoice by paper mail. But after the SEPO website set up, there might be more people choose to pay bill online. Therefore the agency sends less invoice by paper mail but more by Email now. Another example is that the agency had to publish their policy change for several times on all websites of related departments. After the SEPO website set up, the agency publishes their policy change for one time on it.

Processing change is the difference of how the agency personnel deal with the affairs. They might lower the processing error because that all processing are electronic after the SEPO website set up, and error can be found out immediately. They might raise the efficiency because that the information transmission between department divisions are faster after the SEPO website set up.

All of the three phase change, input change, output change, and processing change are content change.