Internal Benefit Measurement II

Five Benefits From The Changes And The Measuring Method

The three phase changes bring the government department benefits. Based on different characteristics of the benefits, we split them into five types:

Effectiveness: A process characteristic indicating the degree to which the process output (work product) conforms to requirements.(Are we doing the right things?)

Efficiency: A process characteristic indicating the degree to which the process produces the required output at minimum resource cost. (Are we doing things right?)

Quality: The degree to which a product or service meets customer requirements and expectations.

Timeliness: Measures whether a unit of work was done correctly and on time. Criteria must be established to define what constitutes timeliness for a given unit of work. The criterion is usually based on customer requirements.

Productivity: The value added by the process divided by the value of the labor and capital consumed.

We build a model to measure the internal benefit from the SEPO website.

The left part of the model is ”Content Change.” It is defines how SEPO impact the content of the government agency. 

Figure 4.2-2 Internal benefit measurement methodology

The category contains all the benefits. For each benefit, we can build the measuring methods for it.

Ø  Success Degree Definition

Input Change

Before and after the SEPO, what are the input changes for the department?

For example, inquiry phones and emails are less than before because the website have detailed information.

Effectiveness: Effectiveness is raised because that the department staff have more time to do their job.

                - What was/is the average time that the staff spent on their job.

                - How many labor cost are saved?

Efficiency: People submit form with less mistakes, so the department staff make less mistakes.

                - What was/is the average mistakes that the staff made/make?

Quality: Quality is raised because the department staff have their job done correctly on time.

                - What was/is the number of delayed affair?

                - What was/is the number of accepted/rejected report?

Timeliness:

                - What was/is the average time of the process of a affair?

Output change

Before and after the SEPO, what are the output changes for the department?

For example, each department released their announcements and annual reports on their own website or by paper. But now they post the reports on the SEPO.

Effectiveness: Before SEPO, departments had to post their information on the different government websites which were related.

- How many times the department had to repeat posting the announcement? And how many times they have to post now?

Efficiency: If the department want some thing to be known by the public as soon as possible, the information spread speed could be important. For example, the National Tax Administration want everyone to report tax before June.

                - How many people see the announcement before/after the SEPO?

                - How many people report tax in time before/after SEPO?

Quality: All the information are collected on the website, so every department can refer to them, and lower the error in their own report.

- The average errors in the department’s reports.

Timeliness: Did the spread speed fit the department’s requirement? The National Tax Administration probably want 90% citizens see the announcement in one month.

                - How many people see the announcement in one month on the SEPO? Before 

                          SEPO, how many people in one month saw it?

Productivity: There might be less report to write.

                - How many report the department had/have to write before/after the SEPO?

Process Change

Before and after the SEPO, what are the process changes for the department?

For example, government departments can access the integrated information on the SEPO. The cross-department affair, which took days to process, now may take hours.

Effectiveness:

                - How many department are using this website?

                - How many information they can get on each affair?

Efficiency: The department which use SEPO might perform better than before.

- How long did it take to deal with a cross-department affair before there was SEPO? How long does it take now?

Quality:

                - How much useful information can they get? (Useful information rate)

Timeliness:

- How many cross-department affairs were/are done right and on time before/after SEPO?

- How many cross-department affairs were/are done wrong and delyed before/after SEPO?

Productivity: The cross-department affairs might be done better.

                - Measure the completeness of the affairs done.